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Collaboration Technology — Changing the Way People Live

I was just chatting with one of Cisco’s systems engineering managers, Roy McLean, and he told me a story that reminded me how important efficient communications can be, even something we take for granted, like voicemail. Roy works out of New York, and had been involved in a community outreach program in a small town called North Boston, New York. The town had had a very old fire station and they just recently raised money to build a new one. They contacted Roy at this time to get some ideas and a proposal on what to install from a communications perspective. The fire department ended up installing a Cisco Integrated Services Router, Cisco Unified Communications Manager Express and Cisco Unity Express. The installation was completed and the renovated station opened just a few months ago. Then Roy told me this story. Read More »

Cisco Strengthens Business Collaboration by Extending SaaS Applications to the Enterprise Network

Today, Cisco further demonstrated its commitment to Software as a Service (SaaS) with the new release SaaS-based WebEx meeting applications on the enhanced Cisco WebEx Collaboration Cloud. Furthermore, Cisco is leading the market by blending the cloud-based network with the premises-based network with the WebEx Node for ASR 1000 for the enterprise.I invite you to watch this short video to learn more. Alex Hadden-Boyd, Director of Marketing, Cisco, Collaboration Software Group

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 »