The March 2012 issue of Customer Relationship Management Magazine presents the editors’ annual Service Leader awards. Building on our success in previous contests, Cisco customer care products received awards in two categories this year.
For the first time ever, Cisco claimed the top spot among Interactive Voice Response vendors, standing out in particular for our “company direction and depth of functionality” in IVR. This award underscores Cisco’s continued success in this market, where we were recognized last summer as the world’s leading IVR vendor.
Cisco was also applauded by CRM Magazine as a “Leader” in Contact Center Infrastructure. Noted industry analyst Paul Stockford commented that, “In the past couple of years, Cisco has rocketed past the competition with a sharp focus on the future of the contact center and the demonstrated ability to deliver on its vision.”
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Tags: Cisco, collaboration, contact center, Customer Care
At Enterprise Connect, Miercom presented Cisco with Performance Verified Award confirming Cisco Unified Border Element’s (CUBE) resiliency, high availability and scale in large SIP trunk deployments. See full blog at http://communities.cisco.com/community/technology/collaboration/collaboration_virtual_experience_2012?view=blog.
Tags: Cisco CUBE, CUBE, Enterpirse Connect, Miercom Cisco Unified Border Element
Today’s enterprise employees don’t access e-mail from just their desktop computers. Whether they are working in their office or pulled into a mission critical meeting, working remotely, or on the go and accessing work via their mobile devices – they need to be able to collaborate on their own terms. As a market leader in collaboration Cisco is continuing to address this need; today, we are announcing new solutions at Enterprise Connect that advance the idea of people-centric collaboration – connecting people instead of devices. Cisco’s news is all about providing customers with a wide range of integrated and interoperable collaboration options so users can connect and collaborate with their peers from any device, at any time.
First, Cisco is introducing the new Jabber for iPad and Jabber for Windows. These new clients build on previous Jabber announcements that include Jabber for Android, iOS, Mac, BlackBerry and Cisco Cius tablets. Today’s announcement provides customers using a wide range of major devices with collaboration capabilities, including:
- high quality video
- voice, presence
- visual voicemail
With Jabber, users are able to have a cohesive user experience across any platform and collaborate the way that they prefer. For example, Cisco Jabber for iPad provides high definition video calling, including seamless integration with Cisco’s TelePresence solutions within the enterprise. Check out the video clip below, part of a demo from our upcoming Collaboration Announcements Webcast; Laurent Philonenko, Vice President and General Manager of Cisco’s Clients and Mobility Business demonstrates a video call using Cisco Jabber for iPad:
Cisco is also introducing a new immersive telepresence system, the Cisco TelePresence TX9000 Series. The TX9000 expands Cisco’s broad portfolio of telepresence offerings, which includes fully immersive systems, multipurpose room-based solutions, desktop and personal video solutions, and cloud-based managed offerings such as Cisco Callway, introduced in October 2011, ideal for small and medium-sized businesses looking to scale their workforce.
The TX9000 is built using a new industrial design that offers offers customers the highest level of video immersion, while reducing the bandwidth needed by 20 percent. Read More »
Tags: Cisco, collaboration, enterprise connect, iPad, jabber, lync, Microsoft, Microsoft Lync, mobility, post-pc, TelePresence, video collaboration
Both mid-sized and large enterprises know the value of employee collaboration to increase productivity and give the business a “leg up” on its competitors. As more businesses make sizeable investments into collaboration technology, it’s important for them to select products and services that not only meet their unique needs but also encompasses a comprehensive solution from the ground up that caters specifically to increasingly mobile employees.
Today, Sprint announced the availability of Sprint Complete Collaboration, a bundled service that gives customers a full UC solution that can be quickly and easily deployed over an all IP network. This Sprint solution is based on Cisco’s Hosted Collaboration Solution which gives partners, including service providers and integrators, the ability to deploy multiple collaboration applications on one server in a virtualized environment and then host those applications for multiple client organizations. The solution is designed to be run from partner data centers.
What does this mean for the end users who are increasingly on the go? It means being able to access collaboration applications from any device (smart phone, laptop, tablet – you name it) anywhere at any time. It’s instant collaboration designed for today’s distributed enterprise; a feat that is best achieved when an organization opts to deploy a collaboration solution that – at its foundation – is keeping the bigger picture in mind: that these days, employee collaboration is no longer bound by “office walls.”
Sprint’s news validates the demand for a collaboration solution that allows service providers to leverage their own infrastructure to differentiate and drive fixed mobile convergence. We announced this new feature last December with new mobile features to HCS. As one of our first customers to announce availability of this feature, we are thrilled to see that the market is seeing the value of extending this feature to their subscribers. Read More »
Tags: Cisco, Cisco Jabber, cloud collaboration, Cloud Computing, collaboration, contact center, customer, customer collaboration, Hosted Collaboration Solution, hosted contacted center, hosted unified communications, jabber, Sprint, Sprint Complete Collaboration, unified communications
As we kick off this year’s Enterprise Connect conference, one subject I am discussing a lot with customers is interoperability. This topic is always evolving, but our customers’ need for interoperability has remained the same. So what are the customers telling us about their interoperability requirements and concerns within unified communications and collaboration, and what is Cisco’s approach to addressing those?
What customers want:
At its heart, interoperability is about enabling the free flow of communication across boundaries – whether those boundaries are geographical, across firewalls between businesses and their ecosystems or customers. Customers want to be able to share information quickly and easily across different systems from multiple vendors.
Customers also stress the need for protecting their investments in existing systems and extending their capabilities to new types of work scenarios. These systems include infrastructure (such as Active Directory or Exchange or Notes), voice and video systems (such as Cisco’s Unified Communications Manager and TelePresence and competitive products from other vendors), and desktop or enterprise productivity applications (such as Microsoft Office, IBM Lotus, SAP, Salesforce.com and others). They must work within heterogeneous environments and accommodate new solutions as they come to market.
But that two systems work together is not enough. They must come together as seamlessly as possible to ensure an uncompromised user experience
Finally, this all needs to happen across platforms and devices, particularly as we move toward a post-PC era of many different devices – from smartphones and tablets in the field to desktop computers and immersive room-based systems. These devices need to be blended into customers’ existing collaboration environments while providing a consistent and compelling user experience.
This is what customers want.
What the industry needs to do:
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Tags: Cisco, collaboration, instant messaging, interoperability, jabber, medianet, post-pc, Presence, TelePresence, UC, unified communications, video, Voice