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Cisco in the Contact Center Business: Reflecting Back and Looking Ahead

With Cisco recently closing our fiscal year, I naturally started to reflect on the past year in our contact center business, and on our history in this market.  Since Cisco entered the contact center market in 1999, the industry has changed in countless ways.  We’ve seen technologies come and go.  We’ve seen an explosion in the number of channels customers use to connect with companies.  We’ve seen the mobile device become the primary entry point to many contact centers—regardless of channel.  And we’ve seen start-ups, new business models, consolidations, and divestitures.

With all of these changes and inflection points over the last decade or so, Cisco has been able to make its mark in the contact center industry.  We’ve grown steadily over the last several years.  In fact, Cisco became one of the top three Contact Center vendors after only five years in the market. As we’ve continued to grow and lead in this industry, we have shipped nearly 3 million Contact Center agent seats, providing the front line personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years – and the impact that Cisco contact center solutions are making on the level of customer care offered by businesses of all sizes shows no signs of slowing down!

Today, universities fielding more than 25,000 student calls daily, financial institutions using 10,000 customer service agents to answer customer calls and inquiries, and countless other businesses rely on Cisco’s leading Contact Center technology to provide outstanding service and easily manage customer relationships to improve business.

On average, more than 2,600 businesses Read More »

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School District Uses Flipped Learning to Improve Student Learning

Have you heard about Flipped learning? It is transforming the world of education.

At the Denton Independent School district in Texas we wholeheartedly embrace technology education. Why? Because we understand the correlation between technology and student success. With over 26,000 students to serve, Denton ISD looked to “flipped learning” as a solution that would benefit students at all levels. With flipped learning, student’s take-in content before connecting with the teacher in the classroom. Often times, this takes the form of video based material recorded by the teacher and made available to students from any device or location outside of the classroom. In this way, students spend time with their instructors applying learned knowledge instead of acquiring content.

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Collaboration, Video and Mobility Drive Value in the Internet of Everything Economy

In the Internet of Everything (IoE) economy, there will be leaders and laggards, winners and losers. And collaboration, video, and mobility technologies will play a crucial role in determining who captures their share of the value at stake, which Cisco projects as a staggering $14.4 trillion. That’s equivalent to a 21 percent increase in corporate profits over the next ten years.

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The Internet of Everything (IoE) is already changing our lives in unimaginable ways as everything from clothing, cars, jet engine parts, and roads, to name a few, become “lit up” with data-generating sensors. The resulting explosion in connectivity among people, processes, data, and things —

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Video, More Than Just Faces on Screens

Looking into the crystal ball, I see that video collaboration will not be just about faces on screens, especially for GenY and the young executive. It’s about customizing and manipulating video so that it becomes additive to the business and decision-making process – making the user smarter because of it and the experience “better than being there.”

A recent survey of up-and-coming young executives found effectiveness to be a key driver for visual collaboration. Namely, respondents said they want to be able to see the visual cues that aid in effective communications, to appear present in a meeting, to quickly edit and share video content, and to be able to collaborate on content as if they and their globally-disparate teams are all in the same room. And they want it deployed pervasively.

These requirements are moving visual collaboration from the nice-to-have bucket to the critical-business-tool bucket. Young executives will  expect video to be embedded in mission-critical business applications, much in the same way that email, IM and mobility are today, accessible from wherever they are – Starbucks to the boardroom – and on the device of their choosing. Read More »

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The Benefits of Listening and Delivering in Customer Care

One of the things I enjoy most in my role leading Product Management for Cisco’s Customer Collaboration business is listening to our customers and partners to ensure we deliver products that meet their needs.  Our focus on delivery and execution sets Cisco apart in the industry.

So I’m very pleased to see that, for the second year in a row, Cisco was recognized as highest in “Ability to Execute” in Gartner’s Contact Center Infrastructure (CCI) Magic Quadrant.  Gartner bases Ability to Execute on a number of criteria--including the quality, maturity, and overall breadth of a vendor’s applications; their customer support capabilities; and their ability to deliver solutions in formal contact centers within companies, outsourcers, and service providers.  In addition, we improved our positioning in “Completeness of Vision”, with noticeable movement to the right in the June 2013 CCI Leaders Quadrant.

Cisco’s achievement in this year’s CCI Magic Quadrant is the latest recognition that our contact center business is truly firing on all cylinders.  The product development aspects Read More »

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