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Customer Collaboration takes the Big Stage at Cisco Live

Those of you who have been to Cisco Live know what an incredible, near-overwhelming experience it is.  Cisco Live is such a big event that there’s simply too much going on for any one person to take it all in.  Against such a busy backdrop it can be hard for a product family to stand out, and yet that’s exactly what Customer Collaboration accomplished at this year’s show.

Customer Collaboration enjoyed prime real estate in the main Cisco booth at the World of Solutions, where we showcased core customer care products like Cisco Unified Contact Center Enterprise and Express, along with innovative offerings such as Cisco Finesse (our Web 2.0 agent workspace), Cisco SocialMiner (delivering proactive, social media customer care), and Cisco MediaSense (our network-based recording platform)A common reaction Read More »

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Cisco Customer Collaboration: Moving Full Steam Ahead

As we continue our march to #1 worldwide market share in contact center, guidance and input from the analyst community, partner ecosystem and valued customers is critical. The last few months marked three important Customer Collaboration events for Cisco, which helped validate our messaging and execution plan, as well as educate these key audiences on our solution portfolio.

The Cisco Customer Collaboration Partner Sales Summit was Read More »

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Regional Momentum Fuels Global Growth in Cisco Customer Collaboration

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.  Read More »

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The UK Press Perspective on Customer Collaboration

As I’ve blogged recently, we are in the midst of a significant push in the UK contact center market.  Customers, partners, and key influencers have validated that we have the right strategy, vision, and ability to execute to make a real change in the market.  Coming out of my visit to the UK, are two articles published this week that do a great job of explaining how we are competing in the market.

First, Neil Davey in mycustomer.com, details a conversation that he and I had along with Andy Chew, one of our senior collaboration sales leaders in Europe.  The full article/interview is here: http://www.mycustomer.com/topic/social-crm/ciscos-plots-aggressive-customer-collaboration-expansion-uk/133446#

Additionally, Alex Blyth in the lead story of “Fifty Reasons to Love Call Centres” a special supplement in Saturday’s London Times, outlined a number of changes in the customer service market, including our perspective that self-service should be used appropriately, but is not a catch-all for all customer requests.  The supplement can be found Read More »

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