Cisco Blogs


Cisco Blog > Collaboration

Context Matters: Announcing Context Service for Better Customer Care

“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some questions about set-up. Are you calling about that same issue, or can I help you with something else?”

Calling customer service is never this painless or this easy. I usually start what can become a long, frustrating phone call by entering my account number into an interactive voice response (IVR) system. Typically, a customer service agent asks me to repeat it moments later. My call becomes a painful process of repetition. I provide numbers, ordering history, past calls to customer service, and loads of other information. And that’s before ever getting to how to solve the problem I called about in the first place.

But fast, painless, personal customer service is no longer just a dream.

Introducing Context Service for Cisco Contact Center

Today, we’re announcing Context Service for Cisco Contact Center, a cloud-based solution that tracks a customer’s critical contextual data and immediately delivers it to the service agent. Context Service integrates data from the various ways a customer can interact with your business – such as voice, chat, social media, email and web – to help the agent be better informed and make that service experience more appealing.

Context Service Diagram

With Context Service for Cisco Contact Center, a customer service agent has Read More »

Tags: , , , , ,

How the Intercloud Empowers Mobility Intelligence for Service Providers

When I talk to service providers around the world, many of them tell me how difficult it is to capture intelligent information about their customers’ mobile usage, including whom their top customers are, which social media sites are being accessed, and what information is being streamed live. What’s more, mobile data and usage continues to grow exponentially which will make capturing this information even more difficult over time. According to the most recent Cisco® Visual Networking Index (VNI) Global Mobile Data Traffic Forecast by 2019, there will be over 21 billion mobile connections. In addition, mobile data traffic will grow at a compound annual growth rate (CAGR) of 57 percent, reaching 24.3 exabytes per month by 2019.

Now, mobile service providers need to better manage all Read More »

Tags: , , , , , , , , , ,

A Groundbreaking Study in Service Provider Cloud Managed Business Solutions

Last week at Mobile World Congress was incredibly busy and there were many compelling announcements. In case you missed it one that we’re especially excited about was about how Light Reading commissioned the European Advanced Networking Test Center (EANTC) as an independent party to validate Cisco’s Cloud Managed Business Solutions.

This study is truly groundbreaking as it’s the first effort of its kind to evaluate Read More »

Tags: , , , , , , , , ,

Cisco Partner Weekly Rewind – March 13, 2015

Partner-Weekly-Rewind-v2Each week, we’ll highlight the most important Cisco Partner Ecosystem news and stories, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:

Off the Top

Sherri Liebo provided an update on how Cisco has marketed the Cisco Partner Ecosystem since its launch last March at Cisco Partner Summit. It’s a great look at how far the we’ve come with the Cisco Partner Ecosystem and how Cisco will continue to work to grow it.

There will be more to come in April during Cisco Partner Summit 2015 and at Cisco Marketing Velocity 2015, but be sure to read Sherri’s blog and let us know what you think about the strides Cisco made since last year.

Cloud Innovation

The power of the Cisco Partner Ecosystem is on full display in Edison Peres’ blog this week on how and ecosystem makes cloud innovation possible. Tying back to this week’s announcement of new Intercloud partners, Edison’s blog post shows just how the Cisco Partner Ecosystem powers the cloud. Check it out and let us know what you think! Read More »

Tags: , , , , , , , , , ,

IoE Can Help Banks Can Restore Trust and Close the Value Gap with Customers

“Let the buyer beware” is a sentiment that dates back well before consumer protection and truth-in-advertising laws. Yet, the issue of trust continues to permeate all areas of society today. A few weeks ago, I wrote about the “trust cliff” that affects the amount of information consumers are willing to share with retailers in order to have more relevant interactions.

Now, a new Cisco study on retail banking in 12 countries reveals a different kind of trust problem: consumers are getting less value than they expect from their banks, and this “value gap” is impacting customer trust.

The global financial crisis of 2007-2008 greatly damaged consumer trust in financial institutions, and brand equity has fallen along with it. In 2009, one year after the financial crisis, the world’s top 500 brands saw the value of their brands drop by 32 percent. For many banks, their brand value has yet to recover from pre-crisis levels.

But the roots of distrust go deeper than that. Our study shows that there is a fundamental disconnect between banks and their customers, and many customers no longer look to their banks to help them meet their financial goals. In fact:

  • 43 percent of customers say their bank doesn’t understand their needs
  • One in four would choose another provider for their next account or service
  • Only 40 percent of respondents worldwide turn to a financial professional for advice, and of these, 28 percent believe the advice is ineffective

IoE Trust and Value Gap graphic

Meanwhile, a growing cadre of disruptive “non-bank” innovators is exploiting this value gap between banks and their customers. They range from technology companies such as Apple and Google, to retailers such as Amazon.com and Tesco, to mobile and digital-only banking services, payment companies, and automated investment services. A surprising 80 percent of consumers surveyed said they would trust a non-bank for their banking services. In eight out of the 12 countries surveyed, more consumers would actually trust a non-bank than their own bank.

Read More »

Tags: , , , , , , , , , , , , , , ,