If you’ve been following Cisco Collaboration recently, you’ve probably noticed we’ve been changing things up…and I don’t mean just a little. Truth is, we’ve been busy completely reimagining collaboration and setting the foundation for a revolution in the industry.
We’re listening to users who have told us that they are frustrated with today’s tools and, more importantly, these tools limit their ability to work the way they want. We are building collaboration tools that are simple, elegant and beautiful. Tools that get out of the way, reduce friction and let you work the way you want.
I am proud of the technology we announced today. It represents the largest single change to Cisco’s collaboration portfolio since the initial launch of TelePresence and every stitch of it meets the “new Cisco Collaboration standards”—meaning you will love the attention to detail and want to use it.
We have an uncompromising approach to the user experience that includes the delivery of incredible video experiences from the boardroom to the browser and all the spaces in between. Cisco’s affordable endpoints for spaces and organizations of all sizes and all use cases will make that happen. And when we can get these experiences into the hands of users, amazing things will occur. We truly believe that these next gen tools will let users work the way they want to work.
As proud as we are of these new offerings, here’s the very best part: Read More »
Tags: 2014, announcement, Cisco, collaboration, enterprise connect, video
Which cloud is best for Collaboration? Simple -- the one that fits your needs. With so many cloud options out there offering a variety of different services, it’s easy to get confused. When making a decision, consider what is essential to collaboration in your business. How do users want to experience the services? What are their needs? Let’s break it down using me as a use case:
- Conversations & Conferencing -- I am heavily reliant on voice and video. I need it on all my devices, with no compromises on availability, security or quality. About 40% of my day is spent in web or video conferences, with one or many people (I guess this is why WebEx is the second largest business SaaS service!). For me, I must have a reliable service that performs regardless of how it is deployed. If my company has chosen the cloud for strategic or financial reasons then that is kind of irrelevant to me – I just want it to work… and work well.
- Email, IM and Content -- IM enables me to get information when I need it. If not, I typically get it from a document sharing space. Happily, I am spending less time in email these days. So for these types of collaboration tools I am more interested in what the cloud has to offer. Decisions made by IT have a material impact on me and my working environment. Here at Cisco I jump at the chance to be on a trial or pilot of a new technology. Not only do I get to play with all the new toys, I get ahead of the pack and get access to new productivity tools that make me more effective… they help me.
- Customer Services -- I like to choose how and when I interact with people. I also like to help myself first, and then call out for help as required. So I like to do business with organizations that allow me to do this. If they don’t, I generally try to avoid doing business with them.
For most organizations, Read More »
Tags: Cisco, cloud, collaboration, video, WebEX
In my last blog I talked about how optimization is shifting from a post-deployment activity to a regularly scheduled maintenance priority. Have we seen this shift in action? Yes, and it makes a big difference in how well your IT team can stay ahead of the curve to keep up with changing business requirements.
Case in point: A financial services company had teams all over the world, and conferencing was part of the company’s culture. Because of the popularity of video conferencing, conference rooms had to be scheduled hours or even days in advance. Wait times like these were unacceptable for urgent meetings. For a sales team, meeting delays can literally be a deal breaker. That’s why this financial services company decided to add on-demand video conferencing to its collaboration tools.
Responding quickly to unanticipated needs like this requires an understanding of the performance capabilities of your collaboration infrastructure. If you’ve taken a systemic approach to your collaboration performance, you’ll not only be able to respond to new requirements but you’ll be able to anticipate them.
This customer used Cisco’s Collaboration Optimization Services to keep their collaboration solution running at Read More »
Tags: Cisco, collaboration, optimization, services, TelePresence, video conferencing
The concept of the Customer Experience Center (CEC) is gaining attention in the customer care industry as the next logical step beyond the contact center. Although a precise definition of the CEC is still under debate, a good starting point is to think of it as a set of technologies and business processes that deliver (hopefully superior) customer experience management, which Gartner defines as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”
In the movie “Batman Begins“, Batman tells Rachel Dawes, “It’s not who I am underneath, but what I do that defines me.” This statement offers an alternate way to think about the CEC--by considering what it does. The emerging CEC encompasses Customer Collaboration by combining traditional contact center technology and processes with a range of collaboration technologies to empower businesses to forge deeper, more proactive relationships with their customers. As such, the CEC moves beyond the traditional channels of interaction of the “contact center” to embrace new media and access methods desired by consumers, including video, mobile, and the social web. Or the batphone.
The CEC has emerged because Read More »
Tags: batman, Cisco, collaboration, contact center, customer collaboration, customer experience
Last fall, I was standing in a hotel lobby in Boca Raton, Florida, where I was attending our annual Collaboration Summit. I noticed an energetic woman walking directly toward me. “It’s so great to see you!” she said when she reached me.
I quickly attempted to access the facial-recognition software in my own brain to identify her.
Click, click, click…
I’m terrible with faces.
Click, click, click…
I think I recognize people I don’t know, and I don’t recognize people I’ve met.
Click, click, click…
She saved me further embarrassment and introduced herself. We’d recently worked on a big presentation together. Over instant messaging and e-mail. And on the phone. We’d never met in person, but she recognized me immediately. Why? Because I always use video in online meetings and conference calls.
Later that evening, I went to a reception with a group of customers. In the weeks prior, I’d had WebEx meetings with many of them to review agendas and answer questions. Several people approached me saying they’d recognized me from the call. One said she wasn’t sure she was at the right reception until she saw me there.
I don’t use video because I’m enamored with my own visage, but because I find it useful. And easy to do. At first it was a bit awkward – did I just scratch my nose? – but it quickly became routine. Sometimes I’m the only person on a call using video. Other people will often start their video after noticing that I’m using mine.
A Forrester study of how knowledge workers collaborate showed that 71% work from a personal desk within their organization four to five days per week. And even for collaborative tasks, employees tend to work from their desks to a much greater extent than at any other location, such as a conference room. Case in point: they make 88% of phone calls from a personal desk at work. Read More »
Tags: Cisco, collaboration, online meetings, video, video conferencing, videoconferencing, WebEX