If you’ve been following Cisco Collaboration, you know that we’re focused on the experience. The whole experience:
- Product experience for users
- Sales and support experience for partners
- Purchase, deployment, and management experience for administrators
The market continues to centralize on unification of voice; video; messaging and presence; conferencing; and extending communications to customer and team meeting environments. Delivering a unified experience becomes even more important.
To that end, we moved to time-based system releases as a way to align feature delivery across development teams. This also lets us provide clarity across our entire collaboration portfolio. About every six months, a Collaboration Systems Release (CSR) updates a large portion of the software powering the collaboration experience. Improvements reach from endpoints to mobile clients to voice and video infrastructure.
As we continue to innovate with new cloud-based offerings like Spark and developer tools like Tropo, systems releases become more important. All our collaboration experiences are “unified” or integrated. And they’re becoming increasingly connected across premises and cloud. Read More »
Tags: Cisco, Cisco Spark, cmr, collaboration, CSR 11.0, Systems Release, video conferencing
When we talk to customers about collaboration and communication, we ask how they work today. Then we ask how they’d like to work in the future – and what tools and capabilities they want. Sometimes the things they want are simple, sometimes they’re more complex. But we take them all seriously – and we take them to our development teams to build into our product roadmap.
That’s what we did with Collaboration System Release 11. Customers consistently bring up three key needs, so that’s where you’ll find many of the benefits of the new release.
- Experience: Provide a delightful user experience that makes collaboration a natural and integral part of any workday, helping people be more productive.
- Simplicity: Reduce the time to first call or meeting with a complete solution that is simple to buy, deploy, manage, and use.
- Ubiquity: Extend the collaborative environment beyond organizational boundaries to include customers, partners, and mobile workers.
These aren’t new themes for us – because they’re not new themes for you.
With Release 11.0, we’re continuing to deliver more capabilities and value around these themes, starting with the user experience.
Conferencing: Multi-streaming is a new feature that allows certain Cisco endpoints to generate and/or receive concurrent video streams of differing resolutions and frame rates. Cisco TelePresence Server’s ability to intelligently switch and transcode streams provides a flexible, high-quality user experience regardless of endpoint or software client.
In the latest version of Cisco Jabber, a single mouse click lets you move a multiparty IM conversation into a videoconference hosted on TelePresence Server, WebEx, or CMR Cloud.
CMR Cloud now includes “mobile proximity join,” which automatically tells the endpoint to dial into a meeting, driving faster meeting starts. Read More »
Tags: Cisco, cmr, collaboration, CSR 11.0, jabber, system release, TelePresence, unified communications
Have you ever suffered phone envy in the office? You stroll by someone’s desk and notice that they have a better, newer, cooler desktop phone than you do? Maybe it’s one with a smooth sleek design, embedded video capabilities, and a higher-resolution display. If so, now might be a good time to raise your hand and ask for a new phone. We are introducing two new video phones to the IP Phone 8800 Series, which we’ve built to scale across your organization.
Next week at Cisco Live in San Diego, we will showcase the 8845 and 8865 IP Phone models. The new phones deliver the great experience you expect from the 8800 Series with addition of 720p HD video capabilities — at a great price. The new models also have advanced features that go beyond video, such as Cisco’s Intelligent Proximity for Mobile Voice, which provides telephony feature integration with your personal mobile devices. It’s all about enabling you to work your way.
Cisco IP Phone 8845 and 8865*
Cisco IP Phone 8845 and 8865*
These new phones round out an exciting phase of innovation on the desktop for Cisco. This time a year ago,
Read More »
Tags: 7800 series, 8800 series, cisco live, desktop video, dx series, infocomm, intelligent proximity, jabber, Video IP Phone, WebEX
“Mom, is there anything you don’t do well?” That came from Jaden, my twelve-year-old daughter, after a particularly arduous week tackling algebra and a To Kill a Mockingbird essay with a little help from me.
Clearly, I don’t do everything well, but the validation felt really good coming from a kid who I think is pretty extraordinary, herself. I might be slightly biased, but there’s enough evidence for extraordinary that some of my colleagues call me “Tiger Mom.” What they don’t know is that by Amy Chua standards, I would be a deadbeat mom since I only make my kids practice piano 30-45 minutes a day, and sometimes not everyday (gasp!).
All joking aside, I did ponder why I was the object of such adoration during a time when kids often retreat from their parents. And I believe it’s because I’m able to be around a lot and be present for my kids at their point of need. That’s because the collaboration tools that are essential to my productivity as an employee also give me the flexibility to work from home and still only be a video call away for my kids when I’m not.
The ability to be present at the point of struggle, at the point of discovery, at the point of accomplishment has been key to my close relationship with my children and in their development. But isn’t that true with just about any relationship? Don’t relationships with customers, partners and colleagues also flourish if you can be immediately present at their point of need?
The video collaboration technologies that are designed for faster decision-making, faster time to market and beating the competition are, in my world, really just about connecting people at their core. Read More »
Tags: Cisco, collaboration, present mom, video, video conferencing
The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus.
But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center. However, participants and speakers at ICMI did not have a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center.
I talked to Nemertes Research Analyst Lisa Durant to get her perspective. She agrees there is a dramatic evolution in the industry as mobile interaction continues its explosive growth as a contact method. Durant takes a broader view of mobile customer care to include “any interaction using a mobile device.” Whether a customer makes a voice call to a contact center, completes a transaction online, or engages via social media, she points out that the user is most likely on a mobile device.
As a silver sponsor at ICMI, the Cisco team experienced that strong interest in mobile. Attendees kept the booth staff busy demonstrating Remote Expert Mobile. Armed with iPads and Cisco DX80 endpoints, Cisco engineers Brian Cole and Doug King demonstrated products in the Cisco Customer Collaboration portfolio, including Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Remote Expert Mobile, and Context Service.
The Evolving Mobile Customer Experience
Despite continued growth in mobile, Read More »
Tags: Cisco, collaboration, contact center, customer service, ICMI