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There is No “IP Contact Center” Market

I recently received a report from an analyst with a decision matrix to assist customers in making a vendor selection within the “IP Contact Center” market. I’m scratching my head over why some continue to make the “IP” distinction. Perhaps I’m too sheltered since I haven’t positioned a TDM contact center in the past 10 years. I suppose there are still TDM contact center systems going out the door but are vendors really promoting them? I don’t think so. I should probably apologize for any part I have played in promoting the term IP Contact Center. I admit to naming a product IPCC back in 2000 and conducting hundreds of presentations using the term, but I moved on several years ago and I ask you to join me. Read More »

Delivering Collaboration to More Workspaces

By Kara Wilson, vice president of collaboration, CiscoToday at VoiceCon we are continuing to fulfill our vision of the unified workspace — where customers can connect, communicate and collaborate with any device, any operating system, any network, anywhere, with anyone — with the introduction of new Cisco TelePresence systems and applications and new interoperability and integration across the Cisco Collaboration portfolio and with third party applications and devices. If you’re attending VoiceCon in Orlando this week, I invite you come by and record yourself in high definition using the new TelePresence Recording Studio and check out the new TelePresence 1300 system for any meeting room in any sized business. This is the system that will move the immersive, rich TelePresence experience out of the board room and into businesses and branch offices of all sizes. Read More »

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!