Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day 2019 and Contact Center Symposium were held from 11 to 13 November in Sydney, Australia. The events brought together Cisco contact center executives, industry subject matter experts (SMEs), partners, and customers facilitating the conversation on the rising role of cloud in the customer experience discipline. The event also offered technology demonstrations from Cisco and its partners, customer success stories, and an opportunity to interact with Cisco executives, partners, and customers.

Cisco emerged as a top-tier contact center solution provider with a wide array of contact center capabilities in its portfolio and through its vast ecosystem of technology partners. Cisco’s contact center portfolio includes a mix of on-premise-based and hosted/cloud offerings that are also available as hybrid solutions. Cisco's contact center portfolio is currently used by 3.6 million agents across 30,000 diverse enterprises. Cisco is now moving its attention on growing its APJC presence and has expanded its operations by adding more than 3,300 customers, 675 partners, and more 218,000 contact center seats.

With Artificial Intelligence (AI) and Cognitive technologies taking the contact center world by storm, Cisco has made strategic investment in these advanced technologies. It has been an exciting year for Cisco contact center, with the acquisitions of Voicea, a voice-focused AI technology company and CloudCherry, a Customer Experience Management (CEM) company. These acquisitions are a clear indication of Cisco taking advantage of the opportunity to shape customer experiences by investing enchasing its existing contact center solutions by applying advanced technologies.

This Frost & Sullivan Growth Insights (GI) report talks about Cisco's APJC expansion plans, strategic acquisitions in the contact center market space, partner program, and Cisco customer use case study. Cisco has achieved leadership in the contact center market through its global footprint expansion, comprehensive contact center solutions portfolio, strategic growth initiatives, robust security practice, deep industry expertise, and global best practices. With strong on-premise contact center technology solutions, Cisco is now accelerating its leadership to the cloud.