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Cisco in the Contact Center Business: Reflecting Back and Looking Ahead

With Cisco recently closing our fiscal year, I naturally started to reflect on the past year in our contact center business, and on our history in this market.  Since Cisco entered the contact center market in 1999, the industry has changed in countless ways.  We’ve seen technologies come and go.  We’ve seen an explosion in the number of channels customers use to connect with companies.  We’ve seen the mobile device become the primary entry point to many contact centers—regardless of channel.  And we’ve seen start-ups, new business models, consolidations, and divestitures.

With all of these changes and inflection points over the last decade or so, Cisco has been able to make its mark in the contact center industry.  We’ve grown steadily over the last several years.  In fact, Cisco became one of the top three Contact Center vendors after only five years in the market. As we’ve continued to grow and lead in this industry, we have shipped nearly 3 million Contact Center agent seats, providing the front line personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years – and the impact that Cisco contact center solutions are making on the level of customer care offered by businesses of all sizes shows no signs of slowing down!

Today, universities fielding more than 25,000 student calls daily, financial institutions using 10,000 customer service agents to answer customer calls and inquiries, and countless other businesses rely on Cisco’s leading Contact Center technology to provide outstanding service and easily manage customer relationships to improve business.

On average, more than 2,600 businesses Read More »

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The Fourth Step to Enterprise Mobility: Create an App Checkpoint

This is the fourth post in a blog series featuring Vine-format videos focusing on the “Six Essential Steps for Unleashing the Power of Enterprise Mobility”. The first blog post discussing how to build a mobile structure can be found here. The second blog post highlighting the benefits going virtual can be found here. The third blog post focused on preparing enterprises for the division of devices can be found here.  

For today’s app-centric mobile workforce, it’s no longer enough to provide basic security features for devices. Gone are the days where security for mobility is “all or nothing” where virtual private networks (VPNs) gave you access to all corporate network resources, or you had very limited email and calendaring access.

Today, enterprises are managing public and private mobile applications that require a shift in security practices and a new application strategy. Here’s a short checklist to guide enterprises as they create app checkpoints to meet new security demands:

Step 4

To watch the video, see: http://youtu.be/dpQ5_n6FoX4

1. Look for a rapid, reliable, and secure vetting process for applications. 

IT security teams are usually directed toward securing the network and the devices connected to it, versus securing the applications that run on those devices. Many organizations lack the resources to evaluate an application’s ability to handle sensitive information throughout its lifecycle.

Companies rarely have the resources to monitor sites that could breed malware, nor do they have the ability to maintain heuristic algorithms to identify such sites prior to infection. And those that decide to secure mobile apps themselves might end up having to prioritize remediations, leaving them vulnerable. Read More »

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Register to Learn About Cisco’s Policy Enforcement Solution

In his blog last week, Daryl Coon announced how there’s going to be a webinar this Thursday talking about Cisco’s leading One Policy solution driver, the Identity Services Engine (ISE) and its newest enhancements—now available with its 1.2 release.

During this free event, you will learn about the new features that provide increased scalability, reliability, and ease-of-use for guest access and BYOD on-boarding. You will hear from customers who have already deployed the 1.2 release. And we will discuss how the enhancements provide significantly greater capabilities than solutions available from competing vendors.Whether you need to support BYOD work practices, or provide more secure access to your data center resources, the Cisco Identity Services Engine (ISE) can help. With this all-in-one enterprise policy control platform, you can reliably enforce compliance, enhance infrastructure security, and simplify service operations.

Read more at http://blogs.cisco.com/borderless/ciscos-policy-enforcement-solution-delivers/

Already sold? Join us for the free webinar, Thursday Sept 5 at 10am PST to learn more.

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Mobile Video Collaboration

In today’s world, we are always on the go and want to communicate and collaborate wherever and however we choose to live, work, and play.

We are seeing this mobility trend emerging with more of our customers, as they realize they need their employees to be able to effectively work across their different devices while on the road or in different office locations.  And just being able to connect isn’t enough.  There must be really good quality not only in audio, but also increasingly with video and application sharing.

The latest version of Cisco TelePresence Server (v3.1) has been developed with these customer needs in mind.  Organizations can now better enable their employees to collaborate face to face while on the move, with new video capabilities that improve the user experience from any endpoint:

  • Flexibility with ActiveControl:  Users can be more engaged with a higher level of user control of meeting layouts.
  • Video quality with Cisco ClearPath:  Over highly lossy public networks – even at packet loss rates of 20% – ClearPath delivers a clear video experience.  Watch this video to see the difference ClearPath makes in quality:

Under the same network packet loss conditions, the left screen is the video experience without ClearPath; the right screen is the clear experience with ClearPath.

Are you a mobile worker, or have a mobile workforce?  We’d like to hear from you.  What do you expect and need from video for great collaboration?

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New SMB Specialization Helps Partners Succeed in SMB Space

Today, Cisco introduces a newly-defined Small and Midsize Business (SMB) Specialization, an improved and combined version of the existing Small Business and Small Business Foundation Specializations. This evolution captures several market and technology trends critical to your customer’s needs, and positions existing and future Cisco SMB Specialized partners to succeed in the midmarket space.

The SMB Specialization curriculum has been revised to mirror the architectural go-to-market strategy employed by Cisco’s Advanced-level specializations. This new curriculum positions our SMB partners to sell across all technologies. The major focus for the enablement tracks are Borderless Networks, Collaboration, and Data Center, as well as updated Services training. And for the first time, Cisco introduces enablement focused on Cloud , SMB-level Cisco TelePresence® products and formal virtualization and data center switching.

What else is changing with the new SMB Specialization?  Read More »

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