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Virtual Roundtables at Cisco Live 2009

At Cisco Live 2009 we hosted a series of virtual roundtables with executives, analysts and press around key topics. The goal was to use our collaboration solutions to give remote attendees the ability to engage with our executive team in an interactive online environment. Read More »

Cisco Customer Collaboration at Cisco Live: The Next Step in Customer Care

Over the last several years, I’ve watched with interest and excitement as the customer care industry has evolved from traditional, voice-only call centers to multichannel contact centers that utilize phone, e-mail, chat, the web, speech recognition, and video to communicate with callers. Speaking as a consumer, I like that I now have a rich variety of ways to obtain information and resolve issues. At the same time, however, I remain frustrated by the fundamental limitation that customer care is still predominantly provided by the contact center, which is typically only a small part of a business or organization. Cisco has led the way in expanding the scope of customer care with the introduction of ground-breaking products like Cisco Unified Expert Advisor, which allows presence-enabled experts anywhere in the organization to assist callers. Now, we’re taking another leap forward by applying a wealth of collaboration technologies that will enable businesses and organizations to forge real relationships with their customers and elevate customer care to the next level. Read More »

New features on Apple’s new iPhone 3G S help users of Cisco WebEx meetings

The new Apple iPhone 3G S on the new 3.0 operating system has many features that will be helpful to WebEx users on the iPhone. Here are my top three new features:Spotlight Search for WebEx meeting invitationYou can now quickly search and find that WebEx invitation whether it be in your email or in your calendar to simply join the meeting on your iPhone. Read More »

The many faces of Unified Communications customers

A recent feature article on the Cisco website grabbed my attention: “What goes Down Must Come Up: Preparing for Recovery” includes a quote from a Cisco channel partner on their view of how companies are dealing with the recent economic challenges. Ettienne Reinecke, Dimension Data CTO and group executive, cites three types of customers, each distinguished by their reaction to the recession: those focusing almost exclusively on cost cutting, those using the downturn as breathing room for cleaning up projects and those leveraging economic turmoil to drive into new markets.As I read the interview, it struck me these customer profiles are broadly applicable, in any economic environment. Unified Communications customers have widely divergent requirements and objectives for their deployments. Some customers have basic requirements, and are driven by the need to reduce costs by consolidating resources on a converged network. Other customers are implementing innovative new communications capabilities as part of a strategic plan to drive into new markets and achieve competitive advantage. And there are customers who are a hybrid. Quantum Chemicals, Ltd., as an example, has a blended profile, simultaneously praising the advantages of 4-digit dialing plans while at the same time deploying more advanced mobility and presence capabilities as part of their strategic plan. Cisco’s success in Unified Communications is due in part to our ability to span these divergent user requirements, from basic to very strategic communications. Our UC 7.1 system release is a great case in point: for basic telephony users, we introduced a new series of basic telephones, the Cisco IP Phone 6900 Series and Cisco Unified Workspace Licensing Entry Edition for basic voice and messaging applications. For more advanced UC requirements, we introduced Cisco Unified Video Conferencing 7.0 with high definition video processing, the ability to press a single button on a Cisco Unified IP Phone to joining a Cisco WebEx collaboration session, and a new client services framework that allows Cisco’s core enterprise call processing capabilities to be extended to a variety of software clients, including Cisco WebEx Connect and Microsoft Office Communicator.The Cisco UC portfolio has the breadth and depth to meet the needs of the many faces of the UC customer. The Cisco UC portfolio has the breadth and depth to meet the current and future needs of the many faces of the UC customer. The proof is in the millions of users deploying Cisco solutions in widely varying applications, many of which are detailed here.Steve SlatteryVice President, IPCBU at Cisco

Cisco creates new opportunities for partners in $34 billion dollar collaboration market