It is well understood that collaboration is helping companies execute business strategies. It improves productivity, enhances teamwork, improves decision making, and compresses time to market — whether employees and team members are in the same building or halfway around the world. Now, video and mobility solutions are taking collaboration to the next level. The business benefits of enabling people to communicate more naturally — anywhere and at any time — are clear and being realized by many.
Furthermore, the desire to consume collaboration services from the cloud is increasing as many of our customers discover the multiple benefits of extending the reach of collaboration services across their businesses in a software-as-a-service (SaaS) model. Customers are optimizing resources and gaining even more business and IT agility. They are enhancing business continuity and reducing risk of technology obsolescence while maintaining full visibility and control. End users are increasingly demanding a consistent, rich user experience across the latest applications on their choice of devices.
Cloud collaboration is an integral part of Cisco’s Collaboration strategy, and Cisco’s focus is to provide customers with flexible choices on how they deploy collaboration so they can accelerate it across their business. Cisco offers different deployment models to meet various customer use cases, including: Read More »
For organizations, the importance of tapping more deeply into their human capital – unlocking the potential each person brings to the table — has never been greater. In my previous blog post, I touched on how Cisco believes people working together can achieve extraordinary things. The challenge is how to best bring them together as participants in a global economy, who may not physically be in the same place at the same time. This requires organizations to:
Empower their people to work their way — where, when and how they want — without limits.
Engage their people by providing the right collaboration tools so they can stay more connected with their peers and other organizations, which in turn allows them to …
Innovate as they foster better relationships and become more creative in developing new products, solutions and process that help their organizations
As the range of available collaboration technologies has continued to broaden, the focus for IT has begun to swing Read More »
As we announced at the recent Customer Collaboration Partner Sales Summit, the latest independent industry report from market analyst Tern shows that Cisco is the #1 interactive voice response (IVR) vendor by a wide margin, with over 41% market share compared to just 16% for #2 Genesys and less than 13% for #3 Avaya/Nortel. Cisco enjoyed over 30% growth in our IVR business from CY2010 to CY2011, compared to just 4% for Genesys and 3% for Avaya.
In a recent interview, I discussed the importance of prioritizing business processes that have the most impact when deploying virtual desktops. One common business process that can significantly benefit from a virtual desktop delivery model is in customer service. Cisco offers an innovative contact center solution that creates the foundation for positive customer service, resulting in greater customer satisfaction, loyalty and competitive advantage. With the latest release of Cisco Virtualization Experience Infrastructure (VXI), we are able to support Cisco Unified Contact Center Enterprise, further improving the benefits to contact centers that are moving to desktop virtualization.
By deploying Cisco Contact Center Enterprise as part of Cisco VXI, IT can now Read More »
It’s a great time to be at Cisco. Earlier this week, Susie Wee, chief technology and experience officer (CTEO) for the Collaboration Technology Group, unveiled the “collaboration geeks”: the engineers, researchers and designers behind the technology, to a handful of press and analysts. We were excited (and a bit nervous!) to share how Cisco is approaching user experience (UE) and design. These changes aren’t just happening from the product side, but are also evolving our internal thinking about being more user-centric across the organization.
Have you ever heard of a CTEO? Probably not, because it is a new role that we created to address the importance of coupling user experience and technology. As CTEO, Susie is responsible for driving innovation and experience design in Cisco’s collaboration products and software services. The first step involved in making a cultural change is how we approach product design. But what does this mean for her team? Below is a short excerpt from our User Experience Day event.
At Cisco, we’re dedicated to changing the way we work, live, play and learn. We’re always looking to break down barriers among staff; one example is how we’re approaching user experience design. Our team is looking into principles, guidelines, and archetypes that represent an organizational-wide approach to user experience design. The design team really lays the foundation for growing the influence and scope of all the UE specialists into strategic conversations where user experience can impact what we design and how we design. We coined the term “XQ” as the eXperience Quotient of the organization. XQ is a tool and metric that we developed to measure our customer’s experience with our products and our user experience-centric development process.
Another example is how our engineers are thinking about their products from the user perspective and pulling in the user experience designers and my team (user experience researchers) as well. To showcase this at the event, engineers brought in a number of XQ demos to show this thinking firsthand: Read More »