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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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Ten Things to Consider for a Better Contact Center

The contact center is the front line for handling customer inquiries. Corporations large and small understand that it’s important to respond to inquiries quickly and effectively. A lot of money is budgeted for customer care departments to meet this growing need and respond via one or more customer contact channels. As evidenced by many stories in the news recently, one small, wrong move and your company could end up on the wrong side of a social media story gone viral. How many times have you heard of someone tweeting about being stuck in a plane on the runway for a few hours? It can make the nightly news and stir up bad publicity for the airline, potentially resulting in customer service headaches for months or years to come.

Many variables affect a contact center ecosystem including the underlying technology, staffing resources, real estate, etc. If your corporate contact center infrastructure is transforming or needs to transform, here are ten top issues you should consider: Read More »

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How much Video at Cisco?

We use a lot of video at Cisco. A recent tally shows that Cisco totals over 24,000 video calls every day, which raises a pretty big question: why do we use so much video at Cisco?  Read More »

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