Cisco Blogs


Cisco Blog > Collaboration

Tips and Tricks for Leveraging CRM Solutions

One of the best parts of my job is talking with–and more importantly, listening to–leaders from companies and organizations who use Cisco’s contact center products to collaborate with their customers and grow their businesses.  Over the course of these conversations, we’ve discussed ways in which companies can get the most out of their customer relationship management (CRM) solutions.  Today I’d like to share a few of them with you, gleaned from a recent conversation with Doug Saunders of Republic Services Inc, the leading provider of solid waste collection, transfer, recycling, and disposal services.

1) Don’t underestimate the power of self-service: Interactive Voice Response (IVR) is a mature, proven technology for automatically handling routine caller requests that can free up valuable agent resources for calls that require more detailed/customized assistance.  For example, Republic Services uses Cisco Unified Customer Voice Portal for automated order entry, saving approximately five minutes apiece for each of 100-200 daily service requests–the equivalent of one to two full-time agents.

2) Creating a unified experience is key: Companies can strengthen their brand by providing a consistent, unified customer service experience across multiple media channels including voice, video, web, chat, and e-mail– regardless of whether the “call” goes into a national service center or a local branch. Cisco’s contact center solutions are built on the network, making this unification a natural consequence of our architecture.

Read More »

Tags: , ,

The Post-PC Era is Giving Birth to the New Virtual Workspace

It’s an exciting day at Cisco because today the company unveiled the next phase of its Virtualization Experience Infrastructure with host of innovations that are bringing the new virtual workspace to life.

What does this virtual workspace look like?

  • First of all, it’s all about the experience: giving end users a way to actually enjoy exceptional voice and video collaboration in a virtualized desktop environment.
  • It’s about simplicity: how can we help IT support a data center infrastructure that can host ever-increasing numbers of virtual desktops with simplicity, scalability, security.
  • And, it’s about giving IT the tools they need to deploy with confidence: providing customers with innovative ways to speed large scale deployments.

To find out what we are doing in each one of these areas, take a moment to watch this video featuring Roberto De La Mora, senior director, Collaboration Solutions Marketing, Cisco.

You can also learn more by reading the press release or visiting the Virtual Launch Experience, where you can see demonstrations of newly announced products, ask Cisco product experts questions about our latest introductions, or attend an in-depth technical briefing.

Read More »

Tags: , , , ,

Cisco Helps Customers Offer Better Service and Realize a Competitive Edge

Cisco’s success and continuing growth are predicated upon the success of our customers, so I’m always excited to hear how businesses and organizations are meeting and surpassing their goals with our contact center solutions.  Two such Cisco customers include Liberty University, the largest private university in Virginia, and Republic Services Inc., the leading provider of solid waste collection, transfer, recycling, and disposal services.

As Liberty University continues to expand locations, it relies heavily on communication and collaboration technology to cater to its increasingly mobile faculty and staff.  Liberty enlisted the help of Cisco Unified Contact Center Express to serve more of its students without incurring the additional expense of adding staff to handle student inquiries.

To accommodate its rapid growth, Republic Services sought solutions that would enable it to provide exceptional service and fill customer orders quickly without having to involve agents unnecessarily.

Read More »

Tags: , , ,

The Role of the Network in Desktop Virtualization

Cisco Virtualization Experience Infrastructure (VXI) includes Cisco Collaboration, Borderless Networks and Data Center solutions for true end-to-end virtualization. Join us today for our discussion with Cisco product manager Eric Wolff on the role of the network in Cisco’s desktop virtualization solution.

Read More »

Tags: , , , , ,

What is the Cisco Virtualization Experience Client and Why is it Important to Businesses?

Cisco’s desktop virtualization solution, the Cisco Virtualization Experience Infrastructure (VXI), provides secure anytime, anywhere access to hosted desktops for a large and mobile workforce. In the video below, Cisco’s Senior Director of Product Management, PJ Barber, shares how the Cisco Virtualization Experience Client (VXC) fits into that solution, why it is important to customers and what customers are asking for.

Read More »

Tags: , , , ,