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Software Defined Contact Center

If you are a technology professional, then chances are that you are aware (maybe to the point of annoyance) that everything is getting defined in software these days. We have Software-Defined Networking (SDN), Software-Defined Data Center (SDDC), Software-Defined Storage (SDS), and the list goes on and on. Software defining anything has become such a powerful trend that we now have a generally accepted name and acronym for just that: “Software-Defined Anything” or SDx for short.

Despite the widespread nature of the trend, Software-Defined Contact Center (SDCC) is nowhere to be found amongst the Software-Defined goodness that floods our social media feeds on a daily basis. Software-Defined Contact Center is so absent from the online world that if you search Google for the term you get only articles that reference Software-Defined Data Center, seemly because 3 out of the 4 words are common to both. If you search for the #SDCC hash tag on Twitter you will find yourself at the official account of the San Diego Comic Con. This raises the question, why isn’t SDCC “a thing?” This question is particularly relevant since Cisco’s Intelligent Contact Management (ICM) has been allowing us to build Software-Defined Contact Centers since the late 1990s. Let’s take a look at how ICM delivers on the Software-Defined paradigm for Contact Centers. Read More »

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“Standing Room Only” in the Service Provider Booth at Cisco Live Milan 2015

Written by Igor Dayen, SP Product and Solutions MarketingIgor Photo

If you had a chance to join us at Cisco Live Milan last month, thank you very much for making this another exciting event for all of us. If you missed out being there in person, let me give you a brief summary of the highlights. Milan is the main industrial, commercial, and financial center of Italy and a leading global city where the EXPO 2015  will take place. What could be better than such a city to host the Cisco Live 2015 event!   It proved to be fertile grounds for driving innovations with our service provider customers and partners.   Our exhibition was structured to tell the story of the fddOpen Network Strategy by presenting over 15 technology and business demos.    We also brought the newest routers and switches with us to showcase the latest innovations that service providers can start deploying today.   Last but not least we have teamed up with the DevNet area where attendees could get their hands on developing applications and learning on virtualization, orchestration, and automation.  Our service provider booth of the Cisco Campus in the World of Solutions was very busy: “standing room only” and so many insightful conversations were conversations around the NFV (Network Functions Virtualization) and the SDN (Software Defined Networks), as pillars for delivering cloud services and an automated networking handling respectively, have matured significantly and are ready for prime time. Read More »

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Networking: Moving From Open to Closed (Part 2 of 2)

“The past is never dead. It’s not even past.”  — William Faulkner

In the first half of this blog, I explained how MSDCs are like mainframes and super computers. In this half I develop on my thesis that the networks connecting compute and storage resources within the MSDC are becoming proprietary just like they are in mainframes to create a competitive advantage.

Continuing from where I left off, the internal architecture of a mainframe is parallel to MSDC architectures as shown in the figure to the right.


Mainframe architectures were (and still are) proprietary, in that how the compute and storage resources are connected was an internal engineering design. Each vendor had their own internal design which served as a competitive differentiation. We are seeing the same thing happening in MSDCs. Read More »

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Software Defined Networking and Network Programmability

Discover Cisco’s approach to software defined networking and how Federal Agencies can use network programmability and onePK to enhance their business and mission:

Software Defined Networking and Network Programmability: Use Cases for Defense and Intelligence Communities

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Navigating Device Management and Control Interfaces in the Age of SDN

The proliferation of different types of device interfaces places a significant burden on application developers and equipment providers alike. One of the reasons for the rise of Software Defined Networking (SDN) is its promise to simplify management by providing a single point through which the entire network can be managed and administered. This raises the question whether this promise extends towards dramatic simplification of the device interface landscape as well, specifically, whether SDN can put an end to device interface proliferation and in the future a single management and control interface may be all that is required. Unfortunately, it turns out that this particular hope is unsubstantiated. Here is why.

The Promised SDN Land of Interface Simplification

Much has been made of the need to align the various interfaces through which networking devices can be managed and controlled. It has been difficult enough to just keep SNMP implementations consistent. Throw CLI, syslog, and Web Services into the mix, and the task becomes daunting indeed. One reason why different interfaces have to be supported has to do with customer preferences, of course. Chef is the new paradigm to support? Sure, we’ll add that. ReST is becoming en-vogue? We’ll support that too.

In the middle of all this, along comes SDN. “Don’t bother with individual devices and their legacy interfaces” is the siren call. “Use a controller to orchestrate the network instead” – a single point of control through which the network can be operated and maintained, an enticing value proposition indeed. Early SDN technology such as OpenFlow made a big splash and gained a lot of mind share this way. Rather than messing with the hodgepodge of existing interfaces, a single interface was introduced to control OpenFlow switches. Just support this one interface, or so the message went, and your equipment can join the New World of Software-Defined Networking, leaving the Old World of fragmented interfaces behind, much like early European settlers coming to America hoped for freedom and a better life, leaving behind constantly quarreling fiefdoms and many centuries of historical baggage. Read More »

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