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Working Smarter: The Paradigm Shift in Business Collaboration

For the last few years I have had a growing conviction that my workplace collaboration tools were fundamentally broken and needed to be reinvented. So, last year when I was given the opportunity to join Cisco as the leader of their collaboration business I jumped at it. The way we work has changed dramatically over the last twenty years. The expectation that you can work from anywhere, at any time, has become the norm. Change is always hard within IT, but, as you read in my last post, it is the companies that embrace these new models of work who will benefit from a more innovative, efficient, and happier workforce.

Let’s face it, our primary collaboration tools were invented over twenty years ago when “working” looked very much like what you see in the popular TV show Mad Men – what I call the “Don Draper era.” A time when you went into the office, sat at your desk, had a physical landline, and a desktop PC loaded with legacy business tools; an environment that assumed we would always be in the office during normal business hours and behind the walled garden of IT. Fast forward to 2013 and look around, the way we work today is fundamentally different than the way we worked twenty years ago, yet many of our business IT systems and tools have been slow to catch up. In frustration, many employees are turning to the collaboration tools they use in their personal lives such as Dropbox, FaceTime, Gmail, Evernote, and Facebook to get their work done.

The rise of cloud and mobility have driven an acceleration in consumer technology so quickly that today, ironically, Read More »

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Calling all Extroverts! Why You’re Wired to Collaborate

September 23, 2013 at 1:52 pm PST

I once had the amazing opportunity to interview Jack Welch at a Cisco event.  For 60 minutes we sat side-by-side on stage, within a few inches of each other, but there was no doubt he was the only person in the room in the eyes of the audience.   While his wisdom had the audience captivated, it was his extroverted personality that made the discussion truly fun and engaging.  As an extrovert, Welch fed off the audience’s rousing responses to his thoughts – and his occasional finger-wagging at the leaders in the audience about the future of competition.  The audience loved it.

Sometimes people mistake the behavior of extroverts as “showing off” or trying to command too much attention.  What Jack Welch taught me about extroverts is that their energy rises when they’re connecting with people; extroverts get excited when other people are excited to be with them.  As collaborators, extroverts can play a crucial role in group dynamics.  Action-oriented by nature, extroverts can compel a group forward – especially at key points of agreement or action.

My colleague Carl Wiese and I decided to devote an entire chapter of our book, The Collaboration Imperative (www.thecollaborationimperative.com), to the importance of personal communication styles and how to accelerate authentic conversations by collaborating in your natural style.  We even created a tool to help you improve your inter-personal communication profile: Read More »

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The Evolving UC Market: Cisco has you covered

September 16, 2013 at 3:01 pm PST

Over the last few years, changes in computing, mobility, video and cloud have transformed the collaboration market profoundly and permanently. By listening to our customers and constantly innovating and improving on our market-leading Unified Communications platform, Cisco has been able to keep pace with these drastic market shifts.  Our customers and the industry are recognizing these efforts, and as a result, I am pleased to announce that Cisco has been positioned as a Leader in Gartner’s recently released 2013 Magic Quadrant for Unified Communications and received an ‘Excellent’ rating, the highest rating given in the 2013 Critical Capabilities for Unified Communications report.

Choosing the right UC solution for your business is about more than responding to the latest trends in cloud, mobility or software applications. One of the most basic criteria customers use when choosing their UC vendor is around how the UC solution fits into their current environment. We’ve learned that there is no “one size fits all” approach for our customers. Read More »

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Innovation Shaping the Future of Visual Collaboration

In my recent No Jitter post, Innovation in Strange Places, I discussed the trends and challenges that are influencing the way we blend our physical and virtual environments to shape the future of the collaborative workspace. I pondered on everything from generational (GenX, GenY, and Baby Boomer) differences, to adaptive and intelligent user experiences, to truly pervasive and interoperable communication technologies.  When these factors come together, I believe they will enable us to connect the unconnected and to make the vision of any device, any application, from any location a reality--not just a tag line. Read More »

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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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