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Connected Contact Centers in the Era of the Internet of Everything

November 18, 2014 at 1:38 pm PST

The contact center came into being nearly 25 years ago and is now the de facto communication channel for organizations to connect with their customers. A lot has changed since then. And there’s much more change to come with mobility, big data, collaboration, and the Internet of Everything making their collective mark on the user experience.

Recently Paul Stockford, founder and chief analyst of Saddletree Research, and I discussed the evolution of the contact center and our predictions for what’s next. You can listen to the Future of IT podcast episode via iTunes.

Our top predictions: Read More »

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Four ways the IoT expands the mobile economy

The Internet of Things opens up a wide range of possibilities for businesses, especially in the context of an increasingly mobile workforce and primarily mobile customers. To distill down which aspects of IoT are meaningful for business, I joined panelists from Google Enterprise, AnyPresence, and OpenMarket at the Open Mobile Summit to share our thoughts with moderator Maribel Lopez. Here are some of the key insights I took away from our conversations:

The opportunity for businesses is about so much more than just connecting Things. Our industry calls it the Internet of Everything to describe how People, Process, Data, and Things get connected to drive business value. When you look at new ways to connect all aspects of a business, everyone in your organization can make better decisions – and your business can run with greater operational efficiency. Read More »

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Join Cisco at SPS IPC Drive 2014

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Automation experts are planning to attend SPS IPC Drive, the largest electrical automation event in Europe, which takes place in Nuremberg, Germany, November 25 to 27.

Following the very positive experience of last year, Cisco has a significant presence at this event, focusing on the theme “Internet of Things: Connecting the Unconnected.” Join us in with our booth (Hall 10 -- Stand 10-540) and in ODVA (hall 2 – Stand 2-458) and Profinet (Hall 2 – Stand 2-220/221) booths.

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The Rise of the “Supertasker”: Our Next-Generation Workforce

We are living in the age of the “supertasker.” At Cisco Live Cancun last week, I polled our audience and asked, “How many devices are you connected to at this moment?” The majority of the audience held three or four. However, some still had their hands up at five and six devices. Supertaskers are emerging as the next-generation workforce, integrating several new devices to increase their productivity—and they will not be the minority for long.

As the Internet of Everything (IoE) continues to evolve, we see increased momentum towards connecting the unconnected. The Fitbit, for example, reminds us that we need to achieve our daily step goal while maintaining our work-life balance. As more organizations digitize their business, we expect 50 billion objects to be connected to the Internet by 2020—and more and more of these devices will integrate into our ever-changing work lives. Read More »

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Technology that Works: on the Farm, in the Lab, or in the Marketplace

These days, it’s hard to keep up with the flood of cool technology and cutting-edge products coming to market. It used to be my passion; now it’s also become my career. Turns out, all those hours on Reddit and TechCrunch were a good investment after all.

As a member of Cisco’s Internet of Everything (IoE) Emerging Technology team, I get to evaluate everything from augmented reality to robots and 3-D printers. I was even lucky enough to be one of the early Google Glass Explorers — bringing the good word of Silicon Valley’s newest products to the world. Read More »

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