With Cisco recently closing our fiscal year, I naturally started to reflect on the past year in our contact center business, and on our history in this market. Since Cisco entered the contact center market in 1999, the industry has changed in countless ways. We’ve seen technologies come and go. We’ve seen an explosion in the number of channels customers use to connect with companies. We’ve seen the mobile device become the primary entry point to many contact centers—regardless of channel. And we’ve seen start-ups, new business models, consolidations, and divestitures.
With all of these changes and inflection points over the last decade or so, Cisco has been able to make its mark in the contact center industry. We’ve grown steadily over the last several years. In fact, Cisco became one of the top three Contact Center vendors after only five years in the market. As we’ve continued to grow and lead in this industry, we have shipped nearly 3 million Contact Center agent seats, providing the front line personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years – and the impact that Cisco contact center solutions are making on the level of customer care offered by businesses of all sizes shows no signs of slowing down!
Today, universities fielding more than 25,000 student calls daily, financial institutions using 10,000 customer service agents to answer customer calls and inquiries, and countless other businesses rely on Cisco’s leading Contact Center technology to provide outstanding service and easily manage customer relationships to improve business.
On average, more than 2,600 businesses Read More »
Tags: Cisco, collaboration, contact center, customer service, Gartner Magic Quadrant
Back to school madness is in full swing in our house. That means early alarms going off, rushing around in the morning and cranky kids. However, there is something new this year at least in our household. There aren’t books all over the dining room table like last year. That’s because our son’s High School is now putting everything on iPads. That’s right all books, all notes and all assignments are all on one device.
Long gone are the days of heavy backpacks or lockers packed full of books. No more highlighters to mark books or making book covers to make sure the books last longer. The school has a one-iPad-per-student model and believes it will expand student access to engaging tools and resources.
Engaging is the word I would like to focus on here. One of my son’s teachers goes as far as posting assignments and directions on her own YouTube channel. What better way to connect with kids than to do it on a medium they love to use. So I watched one of the sessions and it was great. Long, yes, but still good and gave students step-by-step instructions.
Simultaneously as this is happening at home, at work our team has just launched a new monthly magazine. Our topic this month is education. The magazine has tons of content about how technology is changing the way we learn. One of the stories even focuses on the one laptop per child program and our contributing writer talks to Nicholas Negroponte who founded the program.
That said I now know some people don’t agree with the one-iPad-per-student model, but this is a digital world we are living in now. What better way to have our kids adapt than by having them do all of their work on one device and also engage with their instructors online during the process. I have to admit, sometimes it does freak me out that my son barely knows how to write in cursive, but he can probably type faster and find something online way quicker than I can. The best part is I know he is getting a good education and learning about the importance of this increasingly digital world at the same time.
Tags: education, TechEd
Hey Bro, Do you even LISP?
So in the last article, we discussed a bit of why a solution like LISP ( Locator/Identifier Separation Protocol) is required. To summarize, there aren’t enough IPv4 addresses to go around and there are too many IPv6 addresses to let them ‘roam’ using traditional routing methods. Available in IOS (15.1X+) and NX-OS with standards currently being developed within the IETF LISP Working Group, LISP provides a promising solution to mapping IP nodes to locations on the Internet.
If you read the last article, by now some of you are saying, “John, the devices that roam, such as mobile phones, can simply acquire new addresses on the most local network. Why do we need LISP?” It is true this is how we do it now, and it works reasonably well for most users and applications. While it would be nice to seamlessly stream as we move from one network to another, that is more of a luxury feature than a necessity.
The Case for LISP
Let’s forget about mobile devices for just a moment and consider virtual machines and cloud computing. Virtual machines (VM) themselves are increasingly mobile. If I want to do maintenance on some bare metal, I can migrate that VM to another node but if my IP address is going to change, this adds a series of complications in updating services and applications such as DNS (Domain Name Service), to point at the correct address. These name to address mappings can be cached causing significant delays between a desired move and an actualized result when the cache finally expires. Read More »
Tags: EID, ETR, guest blogger, ITR, LISP, RLOC, vm mobility
This is the fourth 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.
For today’s app-centric mobile workforce, it’s no longer enough to provide basic security features for devices. Gone are the days where security for mobility is “all or nothing” where virtual private networks (VPNs) gave you access to all corporate network resources, or you had very limited email and calendaring access.
Today, enterprises are managing public and private mobile applications that require a shift in security practices and a new application strategy. Here’s a short checklist to guide enterprises as they create app checkpoints to meet new security demands:
To watch the video, see: http://youtu.be/dpQ5_n6FoX4
1. Look for a rapid, reliable, and secure vetting process for applications.
IT security teams are usually directed toward securing the network and the devices connected to it, versus securing the applications that run on those devices. Many organizations lack the resources to evaluate an application’s ability to handle sensitive information throughout its lifecycle.
Companies rarely have the resources to monitor sites that could breed malware, nor do they have the ability to maintain heuristic algorithms to identify such sites prior to infection. And those that decide to secure mobile apps themselves might end up having to prioritize remediations, leaving them vulnerable. Read More »
Tags: bring your own device, byod, Cisco, enterprise mobility, mobile, mobile device, mobility, network, wi-fi, wifi, wireless, wireless network
Cisco and EMC continue to partner closely to speed our customers journey to the cloud via our “three paths to the cloud’ strategy. The strategy enables customers to implement custom-design infrastructures with best-of-breed products, validated reference architectures via Cisco solutions for EMC VSPEX, and pre-integrated converged infrastructure from VCE.
In the last year, Cisco solutions for EMC VSPEX have generated significant momentum with customers and partners. In this short period of time we have:
- Signed up more than 850 channel partners
- Nearly 1,000 VSPEX customers around the world
- Published 9 CVD’s focused on virtualization and desktop virtualization
- 60% y/y growth in viewership on our VSPEX CVD pages
Cisco and EMC will continue collaborating on VSPEX to expand the solution portfolio and accelerate growth. As a preview of future VSPEX CVDs, two new solution briefs have just been released. These solution briefs enable customers to choose their desired hypervisor, Microsoft Hyper-V 2012 R2 or VMware VSphere 5.1, and get a validated configuration for up to 1000 virtual machines based upon Cisco UCS servers and networking with next-generation EMC VNX Series storage. The next-generation EMC VNX Series storage will complement VSPEX solutions by enhancing virtual application performance through multicore optimization software taking advantage of the latest multicore CPUs.
Building your own infrastructure solutions can not only take time and resources but also can introduce additional risk and complexity. This is exactly the problem that Cisco solutions for EMC VSPEX solves by offering presized and validated solutions that give customers confidence that they are deploying the right balance of computing, networking, and storage resources.
Congratulations to the Cisco and EMC teams for their momentum with Cisco Solutions for EMC VSPEX and thank you for making it easy for organizations to quickly deploy a powerful, secure virtualized environment without the expense or risk entailed in designing and building a custom solution.
To learn more about Cisco’s solutions for EMC VSPEX please visit www.cisco.com/go/vspex.
Tags: Converged Infrastructure, data center, desktop virtualization, EMC VNX, Integrated infrastructure, Servers, UCS, unified computing, virtualization, vspex