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Collaboration is Hot … A Report from Cisco Live Melbourne

G’Day from Down Under, coming to you from Cisco Live at the Melbourne Convention and Exhibition Centre overlooking the Yarra River.  And what a whirlwind three days it has been – quite active and very busy. And according to customers, it has been “crackin’.” It has been a truly fun experience sharing Cisco’s collaboration story which includes the four pillars (social, mobile, virtual and visual) with Australian customers, executives, analysts and news media. In particular, there has been lots of excitement about BYOD and virtualization – both desktop and content virtualization. Read More »

Contact Center SIP Trunks Part 2 — Reducing Costs and Improving Call Control for Outsourced Contact Centers – Future Directions

In my  first blog I described how Cisco IT is interconnecting our outsourced Contact Centers using SIP trunks, replacing the more costly (and less effective) PSTN trunks.  In our first round of SIP trunk deployments we expect to save almost 25% of our current contact center calling costs (or $2M per year).  But there were other, less tangible benefits as well.
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Facilities Is From Mars, IT Is From Venus

How well do the IT and Facilities people get along at your company?  Do they work well together or seem at times to be from different planets?

I’ve been in the Data Center industry for 15 years now, always based in IT but focused on physical infrastructure design and operations.  A key part of my job has been helping IT and Facilities understand one another’s goals, challenges and technologies.  That – as I like to joke – means I have great job security. Read More »

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Collaboration is Hot … A Report from the Road

Last week, I had the opportunity to travel across country to meet with Cisco customers and co-keynote with our business partner, Xerox, at its annual conference.  I found that our four pillars of collaboration – social, mobile, virtual and visual (video) – are continuing to resonate with customers. 

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Contact Center SIP Trunks Part 1 — Reducing Costs and Improving Call Control for Outsourced Contact Centers Today

Cisco has partnered with several outsourced vendors over the years for initial handling of many front-line calls and general information inquiries.  Connecting these vendor environments into a single Cisco customer contact environment is critical for good customer care, but costly and not always easy.  However, early this year we made a change:  we’re using SIP trunking and Cisco Unified Border Element to bring us much closer together, and save money into the bargain.

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