By Carl Wiese, Vice President of Global Collaboration Sales at Cisco
Is Collaboration worth it? Research says, yes. The key moving forward will be for companies to measure their return from Collaboration across three distinct areas:
1) Operational ROI (reducing/avoiding costs): Over a three-year period, Salire Partners conducted hundreds of ROI analyses for companies of different sizes and industries around the globe. Recent analysis of their in-depth work finds that nearly 80% of companies see positive operational savings with Collaboration—in areas like moves/adds/changes, local and long distance phone service, and audio conferencing. And the results apply to companies large and small: Those with between 1,000 and 25,000 employees posted ROI of more than 170%.
Cisco WebEx Meeting Center for the iPhone has won the CODiE Award for “Best Mobile Experience” category. I’m particularly proud of this award, because the sponsor of the award, the Software & Information Industry Association (SIIA), really took the time to evaluate our application by trying it out first hand. As cool as I think our WebEx mobile apps are, these collaboration apps need to add value to mobile users. And we all know that applications on mobile devices need to be simple and easy to use, and appropriate to the real estate of the device.
The CODiE award for the Best Mobile Experience tells me the independent judges agree this application has been developed with mobile users in mind.
Healthcare has been top of mind in the press and in public conversations lately. The larger impact of technology on healthcare savings and productivity has often been debated by many in media circles. But at times it is not as easy to visualize how technology would play out on a day-to-day basis and how it would help increase productivity for healthcare professionals or improve the quality of care for patients.
Did you hear the latest news about two companies that have increased their customer service response times? That is what Austar, a leading subscription television provider in Australia, processing more than 2.4 million customer interactions annually and global BPO firm TeleTech have done and have realized significant productivity increases, reduced costs and improved customer care.
They did all this by deploying Cisco Contact Center collaboration solutions. Using Cisco® technology, AUSTAR reduced its costs by 11 percent and has increased its self-service transactions by more than 300 percent. TeleTech has improved delivery capabilities for both inbound and outbound services, decreased the average handle time for some of its largest clients, reduced contact center telecommunication costs and reduced launch time for new contact center associates from 45 days to 14 days.