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Dear Contact Center Marketing Director

Dear Contact Center Marketing Director,

I’ve been thinking a long time about this and I wanted to write and mention a few annoying things about your contact center. I also have some great suggestions for you on how you can improve your customer service. I’m not saying I have all the answers but as a valued customer I thought you might like to hear from me. I believe these opinions are not just mine, but probably span a large part of your loyal client base. Read More »

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Bye-Bye Email. Hello Cisco Spark!

Whatever new technology comes out, it seems that the number of emails we get every day only continues to rise. Well, not everywhere. On my last birthday, I received wishes from 65 sources: 58 from friends through Facebook and the remaining 7 from the financial institutions that I deal with (all automated system notifications). Like me, I am sure that many of you have a personal email inbox with mostly subscriptions and like messages and very few emails from friends. As one Millennial said, “Only my grandma sends emails to me.” Why not the same case at work? On average, I get 200 emails per day in my inbox plus the ones that go to specific folders. I’m not even including the voluntary recreational subscriptions that go to separate folders.
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Inside Cisco IT: Enabling the Collaboration Culture

After too long, business is becoming more immediate and visual.

Think of it this way – a couple of thousand years ago business was often done in a market place or trading post, face to face in person. Technology meant supply lines and trade was able to extend geographically so business had to be conducted in part, with asynchronous delayed communication by post and then the telegraph. Read More »

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The Internet of Everything and your Contact Center

The Internet of Everything (IOE) is a hot topic in the technology world. It has become a common theme that is getting press everywhere as CIOs look to move their respective companies into the future and stay ahead of the competition. Presently technology allows you to connect everything from your refrigerator, your car, your TV, even connect your pet cat (well maybe not yet) – to the IOE. A lot of bandwidth and expertise on the back end will be required to support the applications that tie everything together as the distant future becomes the new normal.

When you think of the IOE, you may initially only think that the underlying technology of sensors, network bandwidth, the cloud, routers, security, etc. are the main components that play a crucial role in connecting devices across the various technology domains. How many of you would have thought that the contact center in your company is an important component that will help to bring business value to the large investment made in the IOE?  Read More »

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A Wider View of Collaboration – and its Benefits

“Collaboration” usually means “people working together productively by sharing voice, video, and data”. Inside Cisco, the standard idea of Collaboration includes a lot of IT Technology, like:

  • all voice-based Unified Communication (that is, all IP Telephony from hardware and software phones, and all Unity voicemail, and all Contact Centers)
  • all Video conferencing (from Jabber or WebEx clients, video phones, desktop video, room TP, and immersive TP),
  • all streaming video like Cisco TV (IP/TV) for large multicast events, and
  • software clients like email, web sites and blog sites and document repository sites, Jabber IM, voice and video, and WebEx voice, video and data

But sometimes Collaboration means more. For example, Cisco IT likes to say that we “enable people to collaborate with any device, from anywhere, at any time” which really expands the scope of collaboration. Read More »

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