Those of you who follow my blogs know about the tremendous, sustained growth in Cisco’s contact center business over the last several years. For example, in the last four years Cisco has closed the market share gap on Avaya/Nortel by nearly 23 points worldwide and by over 33 points in North America. If this trend continues, Cisco will overtake Avaya for #1 market share worldwide within the next three years, and in less than two years in North America.
We began our drive to #1 in North America, but other regions of the world are repeating that success. Asia Pacifc, India, and the Middle East represent key growth regions for us, and to help provide insights into those areas I recently spoke with the CEO of Servion, Mr. Balakrishnan “Bala” Kavikkal. Servion is an accomplished specialist in Cisco customer care implementations, with over 1000 deployments at large enterprises, multinational corporations, and telecommunications service providers handling hundreds of millions of calls annually.
Bala described some of the key transitions he’s seeing in the customer care market, which include the ever-increasing pressure on business’s gross margins as they strive to meet rising customer expectations on an explosion of customer interactions across a variety of channels. Businesses are also starting to embrace Opex spending for cloud and as-a-service customer care solutions. Cisco’s portfolio of customer care products helps Servion thrive in the midst of these market transitions and spending models.
I asked Bala why Servion chose Cisco’s customer care solutions to fuel its own business growth, and to share his perspective on why Cisco and Servion have achieved so much mutual success. Not surprisingly, he spoke of Cisco’s global reach and the power of the Cisco brand, but he also stressed the quality and value of our customer care products and how Cisco is now widely-recognized as a visionary in contact center solutions. Bala appreciates how Cisco provides “clarity” to our partners and empowers them to succeed.
I was particularly gratified by Bala’s remark that Cisco is a compelling solution provider that no CTO or CIO can ignore if they’re looking for a customer care solution. Business buyers have heard of the power of Cisco Customer Collaboration and they want it to drive the success of their own businesses. That’s why Cisco has become such a leader in this market.
Please watch the following video to view my entire conversation with Bala:
Learn more about Cisco Customer Collaboration market share gains.