The Tech Blog Writer Podcast - Inspired Tech Startup Stories & Interviews With Tech Leaders, Entrepreneurs And Innovators

How is technology reshaping the way businesses connect with their customers? Today on Tech Talks Daily, I, Neil Hughes, sit down with Shad Aul, Senior Manager of Network Engineering at Lowe's, to uncover how the home improvement giant is transforming its customer interactions through a groundbreaking collaboration with Cisco. In our discussion, Shad delves into the strategic shift from a traditional on-premise solution to a unified SaaS platform using Cisco Webex Contact Center. This bold move not only streamlines operations across 25 business units and accommodates 8,781 agents but also plays a pivotal role in reducing Lowe's IT overheads and licensing costs significantly. With over 1 million customer calls handled seamlessly in the first quarter of 2024 alone, Lowe's exemplifies how scalability and reliability in technology can lead to superior customer service. Moreover, we explore how this technological overhaul is not just about efficiency but also enhancing customer satisfaction through a seamless omnic