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Predictions for Customer Care in 2013 and Beyond

In the past year, we’ve seen how social, mobile and video have presented new opportunities to deepen the way companies and customers interact for more efficient and intelligent customer care. As we begin 2013, I wanted to offer up a few predictions on how technology innovations will continue to help organizations build strong relationships and better consumer experiences in 2013 and beyond.

This year, mobile and video will come together to simplify customer service interactions– As video is becoming commonplace, we’re seeing companies look for ways to bring in the right customer service expert instantly. Cisco is currently trialing technology to connect consumers with video experts via mobile devices both in-store or on the road. By pulling intuitive information based on location and what detail the customer has recently looked at on the web or mobile device, this technology will route customers to the right expert to help them get the additional detail they need in a simpler and more efficient manner. Imagine, accessing a paint or decorating expert with just one click in the paint aisle at your neighborhood hardware store or even while you’re outside painting your house.

In the next few years, marketing and customer service responsibilities will merge – Consumers are talking about brands all over the web in places like Twitter and Facebook, sites which have over 500 million and one billion active users respectively. Traditionally, social media has been owned by marketing but with people asking service questions in new social channels, companies will need to merge some of these responsibilities between the call center and marketing. Read More »

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Retailers Must ‘Catch and Keep’ Today’s Demanding Digital Shoppers

Retailers are entering a new era of consumer shopping behavior fueled by the digital world in which we live. The explosion of digital content has major implications for retailers across all of the channels through which they offer products and services.

In fact, a new study just released by the Cisco Internet Business Solutions Group (IBSG) reveals that web-based digital content is now the most powerful influence on buying decisions for shoppers across all retail channels. The study surveyed 5,000 shoppers across five countries: the United States, United Kingdom, Brazil, Mexico, and China.

The study’s results highlight the need for retailers to “catch and keep” today’s consumers, who now effortlessly “mash-up” digital and physical shopping. At this week’s National Retail Federation (NRF) Convention & Expo, Cisco will explain how retailers can take advantage of this evolution in consumer shopping behavior.

Read More »

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Video Calling: The Case for Interoperability – Part 2

January 14, 2013 at 7:01 am PST

Video in the workplace has never been more important.  As we continue to use new communication technologies in the office to interact on the job and at home to achieve a greater work life balance, video calling is a large part of our increasingly productive lives.  Businesses are improving collaboration between workers, building client relationships, and reducing travel with video calling.  In fact, according to Cisco’s most recent VNI study, the global market for business video conferencing will reach $14 billion by 2017.

video calling infographic

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Cisco NRF 2013 – Visit Cisco’s Booth #252 and Attend Cisco’s Big Ideas Sessions

The Expo for NRF 2013 -- Retail’s Big Show -- starts Monday 1/14 and runs through Tuesday 1/15 in New York City at the Jacob K. Javits Convention Center.

Watch this video to learn more about the events and activities Cisco has planned at NRF 2013.

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Securing Cisco 7900 Series Phones (UPDATED)

Cisco has recently received questions about a vulnerability in some of our 7900 series IP office phones that is said to allow eavesdropping on nearby office conversations. This was discovered by IT security researchers at Columbia University, and we thank them for reporting it to us before presenting at various security conferences.

We are actively working on a permanent fix, and have released very detailed, step-by-step guides for customers on identifying and preventing the vulnerability from being used. We’re not aware of it being used against any of our customers – largely due the fact that it is very challenging to exploit.

Unlike other IT security issues that have received attention, this is not simply a matter of someone “hacking” into the software on one phone. As the Columbia research demonstrated, someone wishing to take advantage of the vulnerability faces several distinct challenges. They would need hardware and software skills specifically related to software at the core of IP phones, an IT network configured a very specific way, and physical access to the phone’s serial port to insert a tailor-made device pre-loaded with software.

That does not mean we take this vulnerability lightly. We first issued information to our customers at the end of last year and have recently released very detailed documents to help those responsible for protecting IP phone networks. You can see these documents here: Security Advisory and Applied Mitigation Document.

As well as offering customers the information needed to secure their phone network against this vulnerability, Cisco will issue a software update on January 21st that closes off access to the vulnerability.

UPDATE – this interim software update was released to customers ahead of schedule on January 17th.

We remain committed to making sure Cisco products maintain the highest levels of security. When we learn of vulnerabilities we will address them quickly and communicate transparently with our customers.

Rowan Trollope.

SVP and GM, Collaboration Technology

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