A recent landmark study by BenchmarkPortal showed that Cisco-based contact centers have a nearly 17% lower average cost per call than contact centers not using Cisco. A medium-to-large contact center can handle millions of calls a year, so these are tremendous savings. At the same time, the study reveals that companies using Cisco-based contact centers enjoy customer satisfaction rates more than 3% greater than companies using other vendors’ technology. Given that a fraction of a percentage increase in customer satisfaction can have a major positive impact on business profits, this too showcases why Cisco is creating such a buzz in the contact center market. You can access a presentation of the study results here.
In less than ten years, Cisco has evolved from a newcomer in the customer care industry to a leading worldwide technology provider. Last summer we were recognized for the first time as the world’s leading Interactive Voice Response (IVR) vendor. Cisco is currently #2 in the worldwide contact center market, and we are driving aggressively toward number one.
Contact center is at the core of our collaboration strategy at Cisco. We are delivering innovations in Customer Collaboration, which combines traditional contact center technology with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics to empower businesses to forge deeper, proactive relationships with their customers.
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Tags: Cisco, collaboration, contact center, customer collaboration
Follow these tips to secure critical company information from prying eyes
Videoconferencing—conducting meetings with anyone, at anytime, from anywhere—seems like a win-win solution. Videoconferencing both saves time and cuts down on travel costs. And it can help employees collaborate more efficiently and stay better connected.
What can go wrong? As it turns out, videoconferencing can open a giant security hole in your business. Like a tap on your CEO’s phone or a bug hidden under your conference table, videoconferencing can allow eavesdroppers access to your company’s confidential conversations.
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Tags: security, small_business, TelePresence, video conferencing
Over the last few months, a growing consensus has emerged pointing to a dramatic change in the way people access the Internet.
In 2011, for the first time ever, worldwide annual demand for smart phones surpassed that of PCs, laptops and tablets combined. Then last month our Mobile Visual Networking Index (VNI) Update reported that global mobile data traffic is growing even faster than previously forecasted and will increase 18-fold over the next five years.
So by this year’s Mobile World Congress in Barcelona in February, the ‘top of mind’ for network operators, government officials and device manufacturers was the dramatic accelerating impact that mobile data consumption will have on Internet access, networks and users.
When we launched the mobile VNI report on February 14, a panel of industry, academia and government experts glimpsed into the future of mobile broadband and related policy issues, with three key takeaways:
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Tags: barcelona, cloud, fiber, global cloud index, heterogenous networks, mobile, mobile world congress, off-loading, policy, regulations, small cells, vni, wireless, wireline
The end of 2011 marked the one-year anniversary of the implementation of the Telework Enhancement Act of 2010. At the end of last year, Cisco partnered with the Telework Exchange to help convene a panel of telework experts, including federal agency leaders who have pioneered telework programs in their divisions, to hear the outcomes of these initial efforts and share insights into what the future of telework holds.
Reports from participating sections of the Library of Congress and the Treasury Department revealed workers experienced increased flexibility and job satisfaction as a result of having more opportunities to telework. The Treasury Department in particular saw higher productivity, improved emergency preparedness, and cost savings from reduced office space needs. Technology like telepresence has kept workers in disparate locations connected and allowed business to maintain—even enhance—its fluidity and efficiency.
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Tags: government solutions forum, gsf, Jay Morwick, mobile devices, telework, U.S. Telework Enhancement Act of 2010
By Jason Kohn, Contributing Columnist
Last year, I wrote a series of editorials about how mobile data services — mobile agriculture and banking in particular — are becoming major economic drivers in developing economies. While these services can benefit all people in regions under-served by traditional infrastructure, women may benefit in particular.
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Tags: economic development, GSMA, infrastructure, mobile applications, mWomen, NGO