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The Timely Demise of Computer Telephony Integration

by John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit

CTI (Computer Telephony Integration) is dead. Time, cost and complexity killed it. We should remember the good times that CTI brought us—agent screen pops, integration with back-office systems, driving the agent desktop application and softphone.  But, while we celebrate the good things that CTI gave us, we need to think about how much better things can be.

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The Cisco Intercompany Media Engine Enables Boundary-less Communications

by Darren Kay, Enterprise Architect of Dimension Data Australia

In November, Cisco announced the Cisco Intercompany Media Engine. The Intercompany Media Engine gives people business-to-business communications capabilities over any IP network. It’s a brand new product that enables boundary-less communications between organizations, including business partners, customers, and suppliers. The idea is to make communications between separate companies and organizations as effortless as it is within a single organization.

With the Intercompany Media Engine, your communications travel over an IP network or the Internet, but you use the phones you are already using, the numbers you are already dialing, and the contact lists you have already entered. It doesn’t even matter whether you’re working within or outside of your company. The ease, efficiency, and overall experience of communicating with each other will be exactly the same.

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Long Distance Learning Transformed by Cisco Video Technology

Working at Cisco, one thing that never ceases to amaze me is the variety of ways in which the company’s technologies are used. As a mom, I’m very interested in ways children learn and in particular how technology enables learning. The story below is about the incredibly creative ways Earvin “Magic” Johnson is using Cisco technology to help children learn.

In addition to being a Hall of Fame basketball star, Mr. Johnson is a businessman and advocate for both urban growth and economic revitalization through his work with The Magic Johnson Foundation.  The Foundation is working with Cisco, using Cisco WebEx Meeting Center, to help extend distance learning, hold remote seminars and raise funds for Johnson’s 18 Community Empowerment Centers located in urban areas throughout the country.

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Galway, March 3, 2010 – What would I do without voice over Wi-Fi?

By Laurent Philonenko, vice president and general manager, Cisco Unified Communications Business Unit

So here I am traveling in beautiful Ireland – yes, where Cisco develops the most innovative unified communications products on the planet – and enjoying high quality voice over Wi-Fi.

This is a new functionality making its way into smartphones. Cisco released support for it on Nokia E70 series last fall, and it will be available soon on the Apple’s iPhone. Many of us can’t wait for this to be available on RIM’s BlackBerry, not to mention Android or Windows Mobile.

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Maximizing Unified Communications Investments through Enterprise Social Software

by Murali Sitaram, vice president and general manager, Cisco Enterprise Collaboration Platform

“Next generation workspace”, “desktop of the future”, the employee workbench”. These are the kinds of tems that we’re hearing customers, partners, and analysts talk about, and they all point to the rapid emergence of Enterprise Social Software as the next big collaboration market transition. For most organizations, when it comes to the adoption of ESS, the question isn’t if or when, but rather how. How will ESS integrate with their business processes? How will they get their people to change their behaviors and adopt a new way of getting work done? Above all, how will enterprise social software add value to (not replace) the collaborative tools and technologies in which they’ve already invested?

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