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Customer Collaboration and the Internet of Everything

Those who read this blog regularly know that Customer Collaboration combines traditional contact center technology and processes with important innovations in social media, Web 2.0 agent workspaces, network-based recording and analytics, and video to empower businesses to forge deeper, proactive, more consistent relationships with their customers.  Three years ago, Cisco identified Customer Collaboration as a major market disruption, and our customers have benefitted from our leadership through this disruptive time.

More recently, Cisco identified another market disruption–the Internet of Everything (IoE)–which Cisco defines as the networked connection of people, processes, data, and things.  The true benefit of the IoE is derived from the compound impact of connecting all these elements–with a majority of the value derived by extending the connections of the IoE to people.

So what’s the relationship between Customer Collaboration and the IoE?  Simply put, Customer Collaboration connects the Internet of Everything to consumers.  Many of the touchpoints to the IoE run through businesses, and Customer Collaboration is what brings businesses and organizations closer to their customers–to us.  Let me provide some examples of how Customer Collaboration can connect consumers to the IoE:

Consider Amy, Read More »

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Got Mobility? Check. Now What?

The mobility discussion isn’t fresh off the presses. BYOD isn’t something you have to look up to remember what the D represents. But much of the business-mobility discussion still focuses around smartphones and basic access. It’s a pretty limited view when you consider the potential beyond the petri dish of e-mail and calendaring.

mochachip

Take me to your keyboard…

Having access to my work e-mail and calendar on my smartphone is good stuff. As is having my choice of phones. And even the simple tools benefit my productivity, while letting me have a life beyond my job. Surprise, surprise: Sometimes “work happens” outside the normal work hours of my particular time zone. And, yes, “life happens” during my normal work hours.

I could be productive on a laptop from home, but my dog would soon gnaw through my keyboard in protest. (Hastened by prodding from my kid and a jar of peanut butter.) But she doesn’t mind if I check and answer e-mail at the dog park.

She’s a pretty advanced dog. She even accepts the need for instant messaging and an occasional WebEx conference, although her presence typically requires liberal use of the mute button.

Beyond the Basics
So, what’s missing? Once people get over the novelty of e-mail and calendaring, they look for more. If they can slingshot birds across the universe, book airline flights, and deposit checks on these pocket-sized supercomputers, shouldn’t they be able to do more?

Read More »

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Open-Sourced H.264 Removes Barriers to WebRTC

When it comes to making collaboration technology such as high-definition video open and broadly available, it’s clear that the web browser plays an important role. The question is, how do you enable real-time video natively on the Web? It’s a question that folks are anxious to have answered.

WebRTC–a set of enhancements to HTML5–will address the issue head on. But, there is an important hurdle that must first be cleared, and that’s standardizing on a common video codec for real-time communications on the web – something the Internet Engineering Task Force (IETF) will decide next week.

The industry has been divided on the choice of a common video codec for some time, namely because the industry standard–H.264–requires royalty payments to MPEG LA. Today, I am pleased to announce Cisco is making a bold move to take concerns about these payments off the table.

We plan to open-source our H.264 codec, and to provide it as a binary module that can be downloaded for free from the Internet. Cisco will not pass on our MPEG LA licensing costs for this module, and based on the current licensing environment, this will effectively make H.264 free for use in WebRTC.

I’m also pleased that Mozilla has announced it will enable Firefox to utilize this module, bringing real-time H.264 support to their browser.

“It hasn’t been easy, but Mozilla has helped to lead the industry toward interoperable video on the Web,” said Brendan Eich, Mozilla Chief Technology Officer. “Cisco’s announcement helps us support H.264 in Firefox on most operating systems, and in downstream and other open source distributions using the Cisco H.264 binary module. We are excited to work with Cisco on advancing the state of interoperable Web video.”

Why is Cisco Doing This? Read More »

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Innovative Collaboration Tools for the Desk Worker

At Cisco, we’re committed to evolving and enhancing the collaboration user experience – connecting you to the experts you need, regardless of location.  But user experience goes beyond that. It’s also thinking about ways to delight you – with a simpler AND superior user experience. Whether that’s with high-definition voice and video on “every pane of glass”, to sharing content in meetings using your device of choice, to bringing the worlds of personal mobile devices and corporate IT owned and managed closer together.

Given the proliferation of mobile devices that have entered the workplace, you probably don’t find my comments around a focus on user experiences for the mobile worker too surprising. However, what I think might be surprising to you is that we’re placing an equivalent level of commitment to drive innovation on user experiences for the worker at the desk.

Why would we do this? I’ll tell you. Consider primary research we commissioned this past summer of 2300 global enterprise and mid-sized company end users and decision makers. The study indicated 70% of users work primarily from a desk 4-5 days per week. Read More »

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Fantastic New Experiences with Collaboration Systems Release 10

The collaboration market is on a transformational journey.  Workloads and use cases such as web conferencing, telephony, video, and file sharing that started as separate islands at first, are now rapidly converging.  With those islands come complexity of integration and interoperability, which means experiences can suffer.

Two key things Cisco is focused on is making collaboration simple to use, deploy, and buy; and pervasive by reducing cost and extending the value of existing investments.  This week we announced Collaboration Systems Release 10 (CSR 10), the first time Cisco is converging voice, video, and content sharing across our portfolio to provide the best possible user experience whether you choose an on-premise, cloud, or fused model.

I’m excited about the fantastic new experiences we are enabling.  Here are a few scenarios to help highlight what is now possible:

First Day on the Job

My first day at Cisco, I was told “everything is on the web,” Read More »

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