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Valued Partner Ecosystem is Key in Quest to be #1 in Customer Collaboration

In today’s changing marketplace, Cisco continues to invest in an aggressive plan to become the #1 vendor in contact center. In the last year, we’ve made huge gains toward this milestone, with Cisco ranked as the #1 worldwide IVR vendor by a wide margin. And 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.

On our march towards #1, our valued partner ecosystem plays a crucial role. When customers choose Cisco Customer Collaboration solutions, they base their choice not only on our innovative products, but also on their ability to collaborate with established Cisco partners who have a wealth of experience in the contact center market and our solutions. By partnering with Cisco, Cisco channel partners are able to provide customers tremendous value add services, including sales and technical support.

Cisco is continuing to invest heavily in training, supporting and growing our partner ecosystem.  And the investment is clearly paying off.  Read More »

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How Cisco VXI Improves Contact Center Business Processes

In a recent interview, I discussed the importance of prioritizing business processes that have the most impact when deploying virtual desktops.  One common business process that can significantly benefit from a virtual desktop delivery model is in customer service.  Cisco offers an innovative contact center solution that creates the foundation for positive customer service, resulting in greater customer satisfaction, loyalty and competitive advantage. With the latest release of Cisco Virtualization Experience Infrastructure (VXI), we are able to support Cisco Unified Contact Center Enterprise, further improving the benefits to contact centers that are moving to desktop virtualization.

By deploying Cisco Contact Center Enterprise as part of Cisco VXI, IT can now  Read More »

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