The contact center is the front line for handling customer inquiries. Corporations large and small understand that it’s important to respond to inquiries quickly and effectively. A lot of money is budgeted for customer care departments to meet this growing need and respond via one or more customer contact channels. As evidenced by many stories in the news recently, one small, wrong move and your company could end up on the wrong side of a social media story gone viral. How many times have you heard of someone tweeting about being stuck in a plane on the runway for a few hours? It can make the nightly news and stir up bad publicity for the airline, potentially resulting in customer service headaches for months or years to come.
Many variables affect a contact center ecosystem including the underlying technology, staffing resources, real estate, etc. If your corporate contact center infrastructure is transforming or needs to transform, here are ten top issues you should consider: Read More »
Tags: Cisco IT, cisco on cisco, coc-collaboration, collaboration, contact center, Customer Care
This is part 2 in a 2-part series about our API-based architecture. Part 1 explains how we provide content as a service to sellers.
Federated identity is central to cloud computing. You can’t have a useful hybrid cloud service without it. Read More »
Tags: API, architecture, Cisco IT, cisco on cisco, cloud, cloud services, data center, identity, identity as a service, salesconnect
This is part 1 in a 2-part series about our API-based architecture. In part 2 I’ll talk about the advantages of identity as a service and data as a service.
Before the cloud, applications had a web interface that connected to a back-end database. Each application authorized its own users.
Today, that monolithic application architecture is going the way of dinosaurs. Cisco employees use more than 400 cloud services. So even after we added single sign-on for Cisco applications, users still had to separately sign on to cloud applications like Salesforce. Not a good use of time. Read More »
Tags: API, architecture, Cisco IT, cisco on cisco, cloud, cloud services, content as a service, data center
As the holidays near, our annual shutdown period is commencing and it’s a time for us to power down facilities to reduce our carbon footprint. It’s also a great time to reflect on what we’ve accomplished throughout the year. Read More »
Tags: 2014, business of it, Cisco IT, cisco on cisco, coc-business-of-it, happy holidays
For the second year in a row, the Cisco on Cisco IT team planned and hosted Data Center Day for customers, showcasing our data center in Allen, Texas. Held on September 30th, the event focused on our Application Centric Infrastructure (ACI) journey.
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Tags: Cisco IT, cisco on cisco, data center, data center day, IT, leed