A recent landmark study by BenchmarkPortal showed that Cisco-based contact centers have a nearly 17% lower average cost per call than contact centers not using Cisco. A medium-to-large contact center can handle millions of calls a year, so these are tremendous savings. At the same time, the study reveals that companies using Cisco-based contact centers enjoy customer satisfaction rates more than 3% greater than companies using other vendors’ technology. Given that a fraction of a percentage increase in customer satisfaction can have a major positive impact on business profits, this too showcases why Cisco is creating such a buzz in the contact center market. You can access a presentation of the study results here.
In less than ten years, Cisco has evolved from a newcomer in the customer care industry to a leading worldwide technology provider. Last summer we were recognized for the first time as the world’s leading Interactive Voice Response (IVR) vendor. Cisco is currently #2 in the worldwide contact center market, and we are driving aggressively toward number one.
Contact center is at the core of our collaboration strategy at Cisco. We are delivering innovations in Customer Collaboration, which combines traditional contact center technology with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics to empower businesses to forge deeper, proactive relationships with their customers.
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Tags: Cisco, collaboration, contact center, customer collaboration
Once upon a time in the days of Opie and Andy, doctors made house calls. I’ve seen it on TV, so it must be true. Now, a doctor visit usually requires that you do the visiting to a clinic, office, or hospital. An initial appointment may result in referrals for tests or to specialists – more visits, parking lots, waiting rooms. Sometimes your information gets transferred along, sometimes it doesn’t.
Mobile devices are showing up everywhere, healthcare included. There’s even a new word: mHealth. (We had e-everything in the early 2000s, then came along iSomething, so let’s now move further into the alphabet with mWords.) Read More »
Tags: collaboration, emergency response, healthcare, medical, mHealth, mobile devices, mobile emergency response, mobile healthcare, mobility, NERV, tablet, video
Cisco’s contact center business is on a roll, as companies of all types and sizes embrace Customer Collaboration at an ever-increasing rate to forge deeper, more proactive relationships with their clients.
Today’s press release showcases three such companies– CareCore National, Skowhegan Savings Bank, and AAA of Western and Central New York–who, although very different, are all transforming and growing their business with Customer Collaboration.
These companies highlight the widespread applicability and benefits of Customer Collaboration, which combines proven, traditional contact center technology with the power of social media, video, web 2.0 agent workspaces, and network-based recording to allow businesses to closely interact with customers in ways that were never before possible.
Each of these companies is different, with its own unique requirements for interacting with customers. But Customer Collaboration from Cisco offers something for all of them—a way for Skowhegan Savings Bank to connect with existing and prospective clients via Cisco SocialMiner and Cisco Unified Contact Center Express, a platform including Cisco Unified Contact Center Enterprise and Cisco MediaSense for CareCore National to deliver a better support experience for its physician clients, and an integration of Cisco Unified Contact Center Enterprise with workforce and quality management solutions for AAA of Western and Central New York to connect more efficiently with its growing customer base.
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Tags: Cisco, contact center, customer collaboration, social media, Social Miner
Consider me a weekend warrior of the DIY home-improvement world. My projects are likely laughable (in scope and outcome) in the eyes of the professionals, but if that’s the case, they’re not invited to my next barbeque. So there.
Granted, I sometimes experience delusions of grandeur as I envision transforming my fixer-upper into a quaint Sunset magazine-worthy before/after feature. Norm Abram will never worry about me usurping his reputation, but I like fixing things when they break and looking at something I’ve improved and knowing I did it.
I can swing a hammer and even use a tile saw, but most projects involve a lot of learning and asking questions along the way. Sometimes that’s a bit of a process – finding the answers I need or the people who have them. Read More »
Tags: collaboration, Customer Care, customer collaboration, customer service, jabber, mobility, Presence, retail, store of the future, video
Cisco has often touted our vision of delivering any video to any device, any where. Today, we are continuing that vision by extending enhanced collaboration capabilities to any digital sign or video endpoint. Cisco is introducing new products as part of Cisco Interactive Services, to transform any digital sign into a highly interactive display by delivering targeted, customized rich media content such as video, collaboration applications and Web pages and Web applications.
With these new innovations, you can now walk up to a touchscreen digital sign, browse through a variety of content to find the information you need that is most relevant to you, and access a remote expert to talk live if you have questions or need additional help. Today’s announcement is part of a larger evolution in the digital signage market, as digital signs move from just static displays to more dynamic video endpoints that become a medium for two-way communication. Customers across the world, in verticals such as retail and transportation, are now able to leverage these capabilities to create a more personal experience for their users and provide easy access to more information.
Interested in learning more? Head on over to our Video blog to see a video by the Director of Marketing for Cisco’s Enterprise Video Solutions, Erica Schroeder, and find out more details about today’s announcement and new digital signage customers.
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Tags: digital display, digital signage, Interactive services, video