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Simplify Sales with Remote Product Demonstrations

I spent the last eight months on the front lines of the virtual demo world for Cisco. Working from our headquarters in California, I met with people from all over the world to demonstrate our latest products — without a single plane trip. Using collaboration technology sales teams can avoid travel expenses, sell more, and increase productivity.

Most significant business purchases require some form of travel. Companies need to send sales experts out in to the world to demo their products. Or, depending on the products or the situation, customers often travel to the vendor’s site. Although travel involves expense and time, personal interaction is important to customer relationships. Travel can make the sales process more cumbersome and time consuming. But without travel, you limit the degree of direct engagement you might have before a customer makes a buying decision.

How Can Remote Demonstrations Add Value to the Sales Process?

Remote product demonstrations are providing companies with a less-expensive option to engage with customers. And the best part of it is that neither customers nor your technical experts have to travel as much. Just as video is changing the nature of meetings, it’s also a fitting solution Read More »

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Gartner Recognizes Cisco as a Leader in Unified Communications…Again

For the seventh year in a row Cisco was positioned as a leader in the August 2014 Gartner Magic Quadrant for Unified Communications. In the accompanying Critical Capabilities for Unified Communications document, published July 2014, Cisco also received the highest ratings in Full UC with Strong Telephony and Ability to Offer Hybrid Solutions use cases. We believe our continued recognition in these key industry assessments demonstrates that the focus on simplicity and user experience across the Cisco Collaboration portfolio is delivering our customers the productivity gains they are looking for through a collaboration experience that only Cisco can deliver.

According to Gartner,  “The primary goal of unified communications (UC) is to improve user productivity and to enhance business processes. Gartner defines UC products (equipment, software and services) as those that facilitate the use of multiple enterprise communications methods to obtain that goal…UC products integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices.” Cisco shares this vision for UC and continues to deliver key innovations and integrations to ensure our customers are clearly benefiting from the full suite of Cisco’s leading  telephony, video , web conferencing , messaging , IM/P and contact center offerings.

In the 2014 Gartner Magic Quadrant for Unified Communications, Gartner once again positioned Cisco as a leader for ability to execute and completeness of vision.  The report identifies strengths and cautions for individual vendors and we feel the strengths for Cisco UC offering are: Read More »

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Cisco and Salesforce.com: IoE and the Next Generation of Customer Service

The networked connection of people, processes, data, and things that we call the Internet of Everything  (IoE) continues to increase its pervasiveness in the workplace and at home. As a result, business leaders are adapting to meet the changing expectations of the enterprise, their customers and the consumer market.

This isn’t the far-off future. It’s now. Organizations are revolutionizing business processes today. The Internet of Everything is dramatically impacting the performance of innovative businesses.

IoE is real and beneficial and can take many different forms, depending on the unique issues or opportunities facing an enterprise.

In a recent post, Chris Botting talks about how Customer Collaboration connects IoE to consumers.

I had an opportunity to really look closely at some of these impactful uses of IoE as we prepared for a two-day media, customer and partner event exploring tangible examples of IoE in action in Chicago last month. Along the way, I developed another perspective about business applications of IoE. In many cases, IoE becomes the Internet of Customers.

As a panelist at the event, Daniel Debow, senior vice president of Emerging Technologies at salesforce.com, provided great insight into IoE’s role in this amplified customer interaction.  He suggests that IoE is providing the roadmap of the next generation of customer service while transforming the entire service experience.

Daniel recognizes that behind every one of these billions of connected devices, there is a customer. In the real-world, Read More »

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Taking All the Right Steps for Customers

Cisco Receives Recognition from Top Analyst Firms

As we start a new fiscal year, I’ve been reflecting on the year we’ve just completed – particularly as it relates to video collaboration.  We delivered innovation across our portfolio that enables customers to enjoy a seamless video experience from the browser to the boardroom. And the latest set of analyst reports validates this.

My greatest satisfaction, of course, comes from our customers.  But when industry watchers also take notice, it has a really nice ring. In each of the latest video reports from these top analyst firms, Cisco is recognized and evaluated:

I believe this recognition is testament to our no-compromise strategy: Make video collaboration simple and delightful Read More »

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Customer Care Enters the 21st Century

A friend of mine recently joined the rest of us in the 21st Century by getting his first smartphone. Although it was a long time coming, he’s now tweeting, checking Facebook, and tracking his favorite baseball team, the Colorado Rockies, like the rest of us.

Although my friend isn’t a techno-grouch by any means, the way consumers use smartphones to interact with companies is driving a transition in the customer care industry. Not only are consumers increasingly communicating with businesses via new mechanisms such as mobile, but they’re interacting for new reasons. Using the web and social media, today’s consumers learn much more about products and services before they reach out to a business to ask a question or resolve an issue. Gone are the days of “one size fits all” contact centers. Expert, personalized customer care is now the rule rather than the exception.

Modern Customer Collaboration (or Customer Interaction, Customer Engagement, Customer Experience, or even “contact center”) solutions are meeting this challenge by evolving to address not only my friend’s new-found customer service requirements, but the ongoing needs of consumers who stepped into the 21st century long before he did.

Support for current and future mobile applications is critical. Just about every company Read More »

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