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Summary: The We’re Listening Blog: What Are We Doing About the #1 Task on Cisco.com?

When I think about what we’ve done recently to improve our customers’ experience with Cisco, the Cisco Support Website immediately jumps to mind. The web team actively consults customers and seeks new ways to improve the web support experience. I’ve invited Glenn Schleicher, who leads the team, to discuss our software download initiative and the impact our customers are seeing.

Glenn Schleicher By Guest Contributor Glenn Schleicher

As we try to fully appreciate how online pain points affect you, stories like this one really stick with us.

The “Overnight Wiring Closet” Remedy

Imagine that you are Cisco partner “Bill,” who shared this method for getting large UCS software images:  At the end of his day Bill would leave his laptop in his last customer’s wiring closet, start the download for the image he’d need the next day, hope it wouldn’t be interrupted overnight, and then retrieve the laptop in the morning before traveling to his next customer’s network upgrade.

Surely Cisco can do better than that in distributing software for its product lines.

Read the full article: The We’re Listening Blog: What Are We Doing About the #1 Task on Cisco.com?

Contact Center: Experience Matters

September 20, 2013 at 6:46 am PST

Our latest episode is out!  This one is all about the Contact Center and we spent a lot more time showing examples of Social Media integration.  Everyone agrees that ‘the internets’ are a huge watering hole of opinions and valuable business data…but its overwhelming when trying to figure out just how you might leverage it.  Now you can integrate all that goodness with the maturity of business relevant call center and all the process that implies.

Jimmy Ray shares his personal experience volunteering to work in an actual (non-Cisco) call center all night long to gain better experience for how we developed this show.  Check out his blog for more details on this.

This show featured Packaged CCE (Contact Center Enterprise), Feature Rich Reporting, Finesse Agent, Social Miner and even a few field trips to see what Cisco is doing with their ‘Social Media Listening Center’ and a very cool mobile application we internally refer to as ‘Roadside Demo’ that will open your mind as to how mobile devices SHOULD be part of your Contact Center Strategy.

Enjoy! 

 

Robb

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A Year in Review: Cisco Unified Access [INFOGRAPHIC]

Technology moves very quickly and it is often difficult to keep up with new product announcements that are introduced in rapid succession. It is often necessary to take a step back and refresh our memory regarding how a solution is envisioned and then fulfilled.

As we look back on the last year, Cisco has released a lot of innovation focused on optimizing how IT defines and enforces policy; how they gain visibility of users, applications and devices; and how they simplify the network infrastructure. Read More »

The Sixth Step to Enterprise Mobility: Power to Your People

This is the sixth post in a blog series featuring Vine-format videos focusing on the “Six Essential Steps for Unleashing the Power of Enterprise Mobility”. The first blog post discussing how to build a mobile structure can be found here. The second blog post highlighting the benefits going virtual can be found here. The third blog post focused on preparing enterprises for the division of devices can be found here. The fourth blog post focused on creating an app checkpoint can be found here. The fifth blog post focused on defending data can be found here.

step6a

Watch video at http://youtu.be/3kD5EpXypFc

Over the course of this series, we’ve discussed how enterprises can better enable people to work in their own way, regardless of where they are and what device they are using. We started by making smart plans at an architecture level and then implementing secure policies along the way. The final step enterprises need to take may be the hardest one of all but can yield the greatest results. To increase productivity, business agility, and customer satisfaction, enterprises must actively embrace mobility in the workplace. Here’s a short checklist to help organizations with this last step:

1. Go Beyond Provisioning Mobility for Sales: Think “All-Company” Mobility.

The definition of mobility is expanding to include not just “road warriors” but also “corridor warriors,” as well as guest and home workers.

Make sure your mobility architecture is designed to accommodate them all. Then create a phased implementation plan. Determine which users and business processes you want to prioritize first and move forward at a pace that makes sense for your enterprise.

An all-hands-on-deck approach will also help drive future implementation of mobile solutions. Read More »

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Making Inroads into the Internet of Everything: Linfox

Linfox is an iconic Australian logistics company that is investing in technologies to connect sensors and devices that were previously stand-alones. This is allowing the company to undertake some fantastic analysis into the reliability and performance of its fleet of over 5,000 vehicles across Australia and Asia-Pacific.

Every single truck in the fleet has been fitted with connected devices that sense speed as well as accelerometers which pick up abnormal swerves, acceleration and deceleration. This allows the company to know what is happening with any vehicle at any time. As well as monitoring speed and vehicle behaviour, refrigerated vehicles are fitted with devices that provide Linfox with information about the vehicle’s temperature. These devices provide readings on the temperature at a certain point in time and also whether a container was consistently cooled to the correct temperature.

Read More »