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Cisco Wins Big in CRM Magazine Awards

The March 2012 issue of Customer Relationship Management Magazine presents the editors’ annual Service Leader awards.  Building on our success in previous contests, Cisco customer care products received awards in two categories this year.

For the first time ever, Cisco claimed the top spot among Interactive Voice Response vendors, standing out in particular for our “company direction and depth of functionality” in IVR.  This award underscores Cisco’s continued success in this market, where we were recognized last summer as the world’s leading IVR vendor.

Cisco was also applauded by CRM Magazine as a “Leader” in Contact Center Infrastructure.  Noted industry analyst Paul Stockford commented that, “In the past couple of years, Cisco has rocketed past the competition with a sharp focus on the future of the contact center and the demonstrated ability to deliver on its vision.”

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When Mobile and Cloud Collide

The growth of mobility is unprecedented.   Nearly 80 percent of the world’s population now has access to a mobile phone, and new devices are helping enable many more applications and services.

At the same time, cloud has become the new way of delivering—and charging for—IT services and functionality.  Technology services and apps are increasingly being delivered and paid for on demand from remote data centers, accessible through the cloud of interconnected networks that constitute the Internet.

So many applications and services can now be accessed through simple browsers and delivered through the cloud.   Cisco’s Internet Business Solutions Group (IBSG) wanted to know what happens when the hot technology trends—“mobility” and “cloud”— collide.   So IBSG surveyed more than 1,000 U.S. mobile users to understand their current and future needs, and learn how they prefer to pay for mobile cloud services.   The findings help operators understand the size of the opportunity, develop strategies for success, and differentiate their offerings.

For details about this paper and other interesting, provocative papers, go to the Service Provider Thought Leadership page of the IBSG web site.

Check it out . . .

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Virtual Tour of Cisco’s Virtual Partner Summit 2012

March 29, 2012 at 10:28 am PST

In less than three short weeks, Partner Summit 2012 begins and brings with it an entire host of news and program announcements, business transformation and technology sessions, and important updates from executives and geography leaders. Oh, and the prizes!  And did I mention it’s all for partners? Even those of you who can’t attend in person.

You heard right. All of the activity from the event in San Diego will come to you live via Virtual Partner Summit (VPS) on April 17-19, and participation is just a click away. All you have to do is register. It’s super easy and takes just a moment. Really.

For your effort, you’ll gain access to a dynamic, virtual community that lets you build your own agenda, join executive live chats, engage with fellow partner attendees, watch replays, and more. Did I mention the prizes?

This year’s event is focused on helping our partners maintain their competitive edge. And in today’s economic climate that’s more important than ever.

Nearly all of the sessions can be streamed live or viewed on demand via the Virtual Partner Summit environment. And the best part is that you don’t have to leave your workplace or home to hear the General Session keynote, which will be packed full of channel strategy and technology updates. Executives featured include:

  • John Chambers, Chairman and CEO
  • Keith Goodwin, SVP, Worldwide Partner Organization
  • Edison Peres, SVP, Worldwide Channels

But that’s just part of the experience. Want to chat live with individual executives, win prizes, and engage with attendees? Read More »

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Business Ready: On the Go and in the Clouds

Oscar Wilde wrote, “One should never trust a woman who tells one her real age.” I’m good with that. So, let’s just say I’m not 20-something. But I do share that generation’s expectation to be able to work from anywhere with whatever device I’m using.  Just because I’m mobile, doesn’t mean I shouldn’t have access to people or information. So, that’s me as an employee. But what about as a consumer? If I can’t easily make a reservation, order a product, get directions, or call with a click of my iPhone, my interest quickly plummets. And when something rocks my world, I usually share that in my social media circles.

I’d say that’s standard operating procedure for most people I know, regardless of age. For businesses to stay relevant in today’s wired-cum-wireless world, the network has to be able to handle secure, remote access, and provide a satisfying customer experience for those who operate on the fly. And that’s where the intersection of mobile, cloud, and social media come into play. You can learn more about this at the 2012 Small Business Tour, which kicks off in Seattle on April 12. Cisco and its partner will discuss how you can take advantage of mobility, cloud, and social media to take your business to the next level. 

While I might not represent the target demographic for all small- to medium-sized businesses, the point is this: As technology and wireless becomes more and more ubiquitous, expectations are growing by leaps and bounds—for employees and for customers. Are you ready?

Big Data: Coming Soon to Your Doctor’s Examining Room – Part 2

March 29, 2012 at 7:23 am PST

William Moore is Executive Vice President and CTO for CareCore National, LLC. CareCore’s private cloud is based on the Cisco Unified Data Center.

This is part 2 of Bill Moore’s blog focused on Big Data in the healthcare industry. Read part 1 and related blog, “It’s a Boy!”

In part 1 of my blog I proposed that the cloud is succeeding in enabling new healthcare models where the original electronic medical records (EMRs) vision stalled. The reason is that the cloud has the scale to manage and analyze very large data sets—so-called big data.

Big data and the new analysis tools it demands are changing the game for healthcare. They reveal insights about outcomes across very large reservoirs of patient information that previously weren’t possible to analyze, at least not in real time.

The vision is giving your doctors an evidence-based clinical tool that factors in your entire history, collected from multiple independent sources. These might include lab results, previous physician input, hospital data, and retrospective claims history. Placing this kind of tool in a physician’s hands at the moment of need is game-changing.

Evidence-Based Clinical Tools in the Cloud

That’s what we do at CareCore. The foundation of our service is evidence-based medicine sourced from panels of leading physicians in their fields. We’ve added workflows to support the physician in collecting patient information that big-data analysis has shown to influence outcomes.

Consider a physician is treating a cardiac patient. Not long ago, the physician had to rely solely his or her own historical training and knowledge, and whatever research a busy practice allowed. Today, that same physician can access real-time data on thousands of similar cardiologists treating tens of thousands of similar patients, and can review various appropriate courses of treatment in the context of efficacy for other patients like the one sitting in the exam room right now.

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