Traditionally, customer satisfaction is driven by product availability and the ability of the staff to assist the shopper and complete the transaction. This model today is being broken by the modern consumer who is playing by different rules.
By Roland Klemann, Director of Service Provider Practice, Western Europe, Internet Business Solutions Group
Although the coaxial cable may have been born in 1929, predictions of its death have been greatly exaggerated.
While traditional models for consuming television are indeed under siege—from time-shift TV, over-the-top video, and an ever-expanding array of new devices—cable remains highly relevant, even in an age of exploding data traffic. In fact, with savvy deployment of Wi-Fi services, cable providers can seize an opportunity—not in spite of the mobile data deluge, but because of it.
After all, that sleek new iPad—introduced last week while I was attending the Cable Congress in Brussels—boasts dazzling video resolution. But for network operators, it only adds to a growing problem. They are already reeling under the burden of a massive upsurge in traffic, from tablets and IP-enabled devices of all kinds. What’s worse, they are still at the low end of an ongoing mobile data explosion. Cisco’s Virtual Networking Index predicts an eighteen-fold increase in mobile traffic from 2011 to 2016.
As a result, two things are breaking down: 1) the physical capacity of the networks, and 2) their economics. Theoretically, mobile carriers can build enough macro cells to carry all the traffic in the world, but in reality, that gets prohibitively expensive—fast. No wonder some are feeling an encroaching sense of doom.
A recent landmark study by BenchmarkPortal showed that Cisco-based contact centers have a nearly 17% lower average cost per call than contact centers not using Cisco. A medium-to-large contact center can handle millions of calls a year, so these are tremendous savings. At the same time, the study reveals that companies using Cisco-based contact centers enjoy customer satisfaction rates more than 3% greater than companies using other vendors’ technology. Given that a fraction of a percentage increase in customer satisfaction can have a major positive impact on business profits, this too showcases why Cisco is creating such a buzz in the contact center market. You can access a presentation of the study results here.
In less than ten years, Cisco has evolved from a newcomer in the customer care industry to a leading worldwide technology provider. Last summer we were recognized for the first time as the world’s leading Interactive Voice Response (IVR) vendor. Cisco is currently #2 in the worldwide contact center market, and we are driving aggressively toward number one.
Contact center is at the core of our collaboration strategy at Cisco. We are delivering innovations in Customer Collaboration, which combines traditional contact center technology with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics to empower businesses to forge deeper, proactive relationships with their customers.
It’s springtime in London (or near enough), which must mean it’s time again for the IP&TV World Forum. Here’s a handful of reasons why you should come by and see us this week!
1. Strong coffee that is free and plentiful. Enough said.
2. To check out a (deployed) way of wiring homes that aren’t wired. Last year, AT&T launched its “Free Your TV” offering in its U.S. footprint – an instantly popular product, because it lets consumers place their HDTV screens wherever they want – regardless of whether there’s a coaxial outlet nearby. If getting to signal to usual or unusual places in your house is on your wish list, come by. We’ll fill you in on how the AT&T deployment is going (hint: really, really well). Check out the AT&T ad here:
And while you’re in the stand, do check out our Videoscape demonstrations – Lots of cool new developments to see!. And if that’s not enough, ask us about progress to date with recent Videoscape newsmakers TELUS, Rogers, and Numericable. Read More »
Did you know that 72 percent of the top 50 cloud providers rely on the Cisco Unified Computing System (UCS)?
It’s true. And now the data center community is abuzz with excitement over new Cisco UCS innovations—the largest product refresh since its 2009 launch. Based on the Intel Xeon E5-2600 processor, the new UCS servers deliver the superior application performance, design flexibility, and investment protection you need to capitalize on the build-out in private and public clouds. (For a complete tour of all new technology being showcased in Cisco UCS, visit our sister blog, Data Center and Cloud.)
So, why should you care? The benefits of course!
Check it out:
Easier migration from your customers’ legacy applications to Cisco’s latest technology
Customers gain a competitive advantage by deploying new business models to meet changing business demands
Data Center Architecture (DCA) Specialized partners differentiate themselves by selling across the portfolio—and bringing the benefits of Cisco’s architecture to their customers
Want to know more? Back away from your browser. There’s no need to search. All of the new UCS launch resources can be found in the UCS Partner Briefing Package.
What is the UCS Partner Briefing Package and what does it contain? Read More »