- In the age of workplace transformation, contact centers and customer experiences are more complex than ever. The goal, however, of improving relationships remains the same.
- Cisco introduced the term “Cognitive Collaboration” to shift the emphasis from the technology to the intended result.
- Cognitive Collaboration pulls everything under a shared DNA—people insights, expertise, automation, and analytics.
We are on the cusp of a major transformation in the workplace. A growing volume of workstreams and agile business models, combined with an explosion in connected technologies (think cloud, open APIs, and bring your own application), are making possible a new level of connected experience. Next-Gen collaboration overcomes significant legacy obstacles. It's removing friction points and breaking down silos to make the most of people’s individual and collective potential in the modern enterprise. In fact, the Aberdeen Group reports, “that 55% of contact centers use at least seven channels in their customer experience (CX) programs.”
This transformation will make it possible for people and technology to blend intelligently and seamlessly. By offloading mundane tasks, it's paving the way for uninterrupted creativity. At the same time, it will clarify communications while improving relationships between colleagues, partners, and customers.
Introducing Cognitive Collaboration
Cognitive Collaboration ensures that context and intelligence are woven throughout all collaboration experiences to foster human relationships, enhance customer interactions, and build high-performance teams. Across boundaries, teams can make smarter and faster decisions and you can better serve your customers.
Capabilities include:
- Detailed profile information for meeting participants
- Intelligent virtual assistants
- Facial recognition
- Natural language processing
- Conversational interfaces
- Noise detection and suppression
- Contextual real-time assistance
- Conversational bots
- Dynamic document sharing
- Analytics-based intelligent call routing
![[Read the cognitive collaboration whitepaper]](https://no-cache.hubspot.com/cta/default/979031/e508b14a-aaa3-429c-8156-ced35a0c51d7.png)
Leveraging the Power of Human Engagement
Teamwork is paramount in business. It’s where creativity, collaboration, and solutions all come together. Groups exceed the sum of their parts. Any opportunity to break down procedural silos and create deeper levels of human engagement within teams and customers should be pounced upon. In an age of information overload, it’s the quality of that experience that will generate lasting positive results. Cognitive Collaboration is based on technology, but the primary benefits are all about streamlining experiences and enhancing human engagement and business outcomes.
According to Cisco, the most valuable part of collaboration is found in deeper human connections. Relationship intelligence will form the basis of successful collaboration. This will improve team relationships and building synergy based on trust and depth. For these richer connections to occur, we need instant access to information about the people we meet with. And we need to have it right at our fingertips.
Cognitive Collaboration makes it easier to get tasks done by tapping into data sources across the enterprise and presenting the needed information in one seamless and intuitive place. It's context and intelligence built into a single system. This helps businesses ensure that:
- Activities between people and technology are frictionless, human, and insightful.
- Workstream experiences make the tasks of collaborating easy and intuitive.
- Customer contact center experiences are personalized, proactive, and responsive.
Cognitive Collaboration pulls everything together under a shared DNA—people insights, expertise, automation, and analytics. It uses technologies that are cloud-based, but not cloud-only. And it allows companies to grow into them in under existing cloud and data management strategies.
Cognitive Collaboration Must-Haves
When setting out on a journey toward integrating Cognitive Collaboration, it’s vital to identify and embrace the following deliverables:
- Insights on both people and businesses to facilitate deeper connections, and give you the information you need to elevate meeting experiences.
- Simple and intuitive user interfaces that incorporate AI to streamline interactions without relearning or complex instructions.
- Experiences that give employees and teams the flexibility to collaborate intuitively from anywhere, with a common experience across mobile, desktop, and meeting room environments.
- Open and flexible platforms that allow businesses to adopt and integrate cloud services and data from multiple sources.
- AI and analytics that track and analyze your customers’ engagements, from any channel or modality, even during off-business hours, so that appropriate action can take place.
- Solutions that embrace open APIs and interoperability to maximize current investments and workflows.
- Enterprise-level security designed to maintain policy and address regulatory and compliance concerns, while providing options for individual privacy.
- Real-time-communication domain expertise to allow people to extend Cognitive Collaboration experiences across all modes of collaboration (voice, video, chat, email) at scale as the business grows.
Are you ready to make cognitive collaboration a reality for your organization? Download the whitepaper: The Future of Collaboration is Cognitive
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