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Contact Center Technology Answers for Mobile Customer Care

Has your company adapted the contact center environment for mobile customers? What are you waiting for? Fast IT is the new sheriff in town and mobility should be right at the top of corporate IT roadmaps. Agile methodologies are quickly becoming standard practice utilized across all facets of organizations to adapt and survive the fast changing technology landscape. According to a reputable industry source (Gartner, June 2014) mobile devices have long surpassed traditional desktop and laptop computer sales. Smartphone and tablets are no longer a niche industry.  Adapting your contact center to respond quickly to the mobile customer will require a new way of doing business and adding new tricks to your customer care magic act to maintain success.  Read More »

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Telephony: Video is the New Audio

Video is the New Audio at Cisco. That’s an audacious statement for a guy who started working in the Bell system about 30 years ago. The New Audio? Audio sets a standard that is pretty hard to beat. Audio telephony has been around for almost 140 years. (The first major phone system was started in 1877.) And in that time it has grown to become globally ubiquitous, because of three things:

  • it works, really well, all of the time,
  • it’s easy to use, and
  • it doesn’t matter what phone you use; you just use whatever is available, because all the systems interconnect.

Good quality video communication hasn’t been around for a century – it’s been around for maybe 20 years. (Although click here for a great picture of a commercial video phone from 1969). As a Cisco IT guy, let me explain why video is the new audio inside Cisco today.

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Video Collaboration Matters in the Millions

How can a global company make the most of its talent all over the world? How can teams of people collaborate productively no matter where they live and work? While email helps and phone calls help even more, video is critical.

Cisco IT supports our global teams with a successful integrated suite of video options. Cisco employees made nearly 6.5 million video calls this year. What are the most popular video solutions for calls or meetings, and how it has changed Cisco culture? Find out in my short video.

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Improving Email at Cisco Part 2 – The Employee Process Side

I’d mentioned earlier (see Improving Email at Cisco Part 1 – The IT Technology Side) that email has its ugly side:

  • Too many
  • Most of them are a waste of time
  • Emails will, occasionally, carry virus payloads (or link you to sites that have worse); and yet
  • I can’t live without it Read More »

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Improving Email at Cisco Part 1 – The IT Technology Side

My personal email has 4 characteristics that drive me crazy:

  • I get way too much email
  • Most of my emails are a waste of time
  • Emails carry the risk of, very rarely, nasty virus payloads (or link you to sites that have worse)
  • Despite all this, I can’t live without email Read More »

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