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Driving Customer Intimacy to Thrive

By John Hernandez, General Manager of Cisco’s Customer Contact Business UnitCisco has just been rated #1 in unified communications in the contact center according to Saddletree Research’s “Unified Communications in the Contact Center: An End-User Perspective”, March 2009. What this highlights is the market reception to our set of solution introductions last September around Cisco Unified Expert Advisor, video customer care applications, and business intelligence. For Cisco, customer care solutions are an integral part of our comprehensive collaboration value proposition. We’re seeing that companies are looking to move beyond basic call and email processing in call centers, towards truly evolving to a customer care model that provides personalized services including technologies readily available in a consumer web experience. Read More »

How to “collaboration enable” your business process

Low Adoption. Poor economies of scale. High Cost. No ROI. Failure. Difficult to imagine these words being used to describe a collaboration initiative around knowledge & document management systems, enterprise portals and business intelligence data warehouses. Yet, because some project managers focus on the information associated with collaboration and not the process of collaboration – they end up missing the core attribute of true collaboration – people. Ultimately, they miss their mark and fail to take off, despite the best intentions. What is collaboration? At Cisco, we define collaboration as the “art of teamwork” – people – rolling up their sleeves to solve problems, create opportunities, share and learn from one another – people. How do people collaborate? With their senses. They look, discuss, listen, and touch. Think about your last team meeting – it probably started with a hand-shake (touch), a smile to invite debate, brief introductions so everyone could speak and be heard – then the work began. That’s collaboration, and that’s why Cisco has been investing in the equipment, software and services to capture, transmit and stream voice and video and link these human dimensions of collaboration to documents, data and business applications. Read More »

I’m tired of TelePresence elitism, are you?

By David Hsieh, vice president of marketing, emerging technologies, Cisco.If I got a nickel every time someone says “Telepresence is great, but it’s only for top executives” I could solve the economic crisis single handed. There is this perception that telepresence is like a GulfStream jet or a luxury perk for executives — As if a great experience must only be for the high and mighty. Whoever is promoting this notion of telepresence elitism is sadly mistaken because the data shows otherwise.Cisco TelePresence customers typically average 4-5 hours of use per system per day and they report that the majority of the usage is from middle managers in the company. By the way, research shows that this means for most companies the cost per hour of usage is cheaper than inferior experiences like video conferencing. Within Cisco we hold approximately 4500 meetings via Cisco TelePresence every week. Our users come from every level of the company and every department. It’s not just executives.I’d like your help to dispel this view that telepresence is only for executives and that everyone else (meaning you and me) somehow deserve a lower quality of experience. Here’s what I’d like you to do:If you are a Cisco TelePresence user and you’re not an executive, we’d like to know how you use TelePresence in your job. Leave a comment and if we can follow up with you, include your email.If you have an idea about how we could make Cisco TelePresence even more accessible to anyone, anywhere, leave a comment and if we can follow up with you, include your email.We’ve got some pretty good ideas already, and we’ll be sharing them soon so stay tuned!

Social Networking and Customer Care

I’ve lived in several places and my family is very distributed, so I’m an early adopter when it comes to using the Internet to communicate with my “social network.” My daughter’s first steps, first words, first potty training success are all catalogued and [securely] blogged for my distributed family to read. I have a feeling her grandmother sits in front of her computer hitting refresh waiting for the next blog entry. I experienced first-hand the power of the Internet to strengthen relationships before I ever heard the term “social networking,” but with the explosion of applications over the past few years I’ve begun thinking about how social networking impacts my line of work: customer care. A perennial theme in the customer care industry is “relationship” management. I talk to a lot of enterprise contact center customers, and frequently the discussion is around improving customer satisfaction with an aim toward the goal of establishing a strong relationship with customers. How can you even think about relationships these days without considering social networking technologies? They are popping up as the solution to everything. While I agree there’s something real happening in this area, it’s clearly still a work in progress when it comes to doing business. Read More »

Between Aspiration and Action

by Joe Burton, chief technology officer, Cisco Unified CommunicationsForrester coined an interesting term not too long ago: IT-To-BT Transformation. According to Alexander Peters of Forrester, ubiquitous computing and business technology (BT) are the two forces coming together that will transform the way CIOs organize and operate. Innovative organizations will move toward BT and reap the rewards of business efficiency, time to market, competitiveness and workforce productivity. In other words, they’ll fill the gap between aspiration and action. I believe a significant step toward becoming a BT-focused organization is the ability to design and build an architectural framework that will drive your business now and prepare you for what you may not know today that you need to deploy in the future. With 7 out of 10 firms investing in collaboration these days, enterprise architectural design decisions are being made now to support today’s and tomorrow’s collaboration tools: wikis, text messaging, IM, presence, IP telephony, web conferencing, telepresence, social networking, virtual worlds and more. Cisco’s approach is an”any to any” framework that will enable us to rapidly adopt any device, any application, for anyone on any network, anytime. The focus on BT enablement, and services rather than features, led us to the development and deployment of open Web 2.0 architecture that supports the speed and flexibility of cloud based services with the”ilities” that come from enterprise networks such as reliability and scalability. We’re using this”any to any” model, ourselves, to accelerate the rollout of new collaboration tools from Cisco’s product portfolio with home grown solutions from our IT organization and third party products. How are you”filling the gaps between aspiration and action”?