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Collaboration is Hot … A “Bring Your Own Device” Mobility Update

Cisco kicked off the New Year with a significant milestone:  we’ve reached over 50,000 users of personal mobile devices in the enterprise. In fact, while we’ve seen an upward trajectory of personal devices over the past two years, the major growth spurt was in the last calendar year – our total mobile device count grew 52% in 12 months. And no surprise:  this was primarily seen in Apple devices. Read More »

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Pruning Your Community Garden: an Approach to Community Lifecycle Management (Part 2)

Part 1 of this blog series established that community administrators and owners need a way to assess and manage their respective community gardens and prune away communities that are no longer useful; see http://blogs.cisco.com/ciscoit/pruning-your-community-garden-an-approach-to-community-lifecycle-management-part-1/).  This blog describes the primary tool that will be leveraged by community administrators and owners within Cisco’s Integrated Workforce Experience (IWE) to view and tend to their respective community gardens.  The tool is called the Community Lifecycle Management Portlet (LCMP).  The LCMP represents one of several components that have been developed – in a partnership between Cisco IT and the Collaboration Business Technologies organization – as an extension of Cisco’s Enterprise Collaboration Platform (Quad) to maintain the overall health of our community ecosystem.
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How Cisco IT Organizes Its Voice Operations

How many people does it take to manage the service infrastructure supporting over 150,000 hardware phones, 50,000 soft phones, and 10,000 room and desktop video devices. That’s the size of our UC infrastructure at Cisco, and today we manage all our voice, voicemail, and video services with an integrated voice and video Tier 3 operations team of 25 people, and another 5 people supporting contact center applications and services. We do this by continually finding new efficiencies – learning new ways to support existing services so we can spend more time learning how to support the new technologies.

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Simplifying Global Voice Operations

Cisco IT has deployed voice infrastructure around the world in order to handle our 1+ million voice calls per day with high levels of quality and reliability. We used to manage this infrastructure with four separate regional teams: one managing the Western part of North America, another managing Eastern North America and Latin America, the third Europe/Middle East/Africa, and the fourth Asia/Pacific. But we found that this regional organization led to inconsistent operations because the regional teams had different ideas on how things should be done and they applied our corporate standards in different ways.

Our early lack of global consistency led to inefficiency in our support operations.   We would have people from different time zones trying to help troubleshoot problems and be unable to support an unfamiliar configuration.  And this meant that our regional teams had to provide around-the-clock support by themselves – which led to sleepless nights and frayed nerves.
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Collaboration is Hot … Cisco Deploys Latest Version of Its Own Collaboration Platform

Roughly one year ago, Cisco was one of the first global companies to launch its own collaboration solution – we deployed our integrated workforce experience (IWE) powered by Cisco Quad across our enterprise to 110,000 employees and contractors worldwide. Today, I’m thrilled to report that IWE Powered by Cisco Quad 2.5 has launched – a significant upgrade that offers new capabilities, making it easier than ever before for our teams to collaborate together. Read More »

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