When we talk to customers about collaboration and communication, we ask how they work today. Then we ask how they’d like to work in the future – and what tools and capabilities they want. Sometimes the things they want are simple, sometimes they’re more complex. But we take them all seriously – and we take them to our development teams to build into our product roadmap.
That’s what we did with Collaboration System Release 11. Customers consistently bring up three key needs, so that’s where you’ll find many of the benefits of the new release.
- Experience: Provide a delightful user experience that makes collaboration a natural and integral part of any workday, helping people be more productive.
- Simplicity: Reduce the time to first call or meeting with a complete solution that is simple to buy, deploy, manage, and use.
- Ubiquity: Extend the collaborative environment beyond organizational boundaries to include customers, partners, and mobile workers.
These aren’t new themes for us – because they’re not new themes for you.
With Release 11.0, we’re continuing to deliver more capabilities and value around these themes, starting with the user experience.
Conferencing: Multi-streaming is a new feature that allows certain Cisco endpoints to generate and/or receive concurrent video streams of differing resolutions and frame rates. Cisco TelePresence Server’s ability to intelligently switch and transcode streams provides a flexible, high-quality user experience regardless of endpoint or software client.
In the latest version of Cisco Jabber, a single mouse click lets you move a multiparty IM conversation into a videoconference hosted on TelePresence Server, WebEx, or CMR Cloud.
CMR Cloud now includes “mobile proximity join,” which automatically tells the endpoint to dial into a meeting, driving faster meeting starts. Read More »
Tags: Cisco, cmr, collaboration, CSR 11.0, jabber, system release, TelePresence, unified communications
“Mom, is there anything you don’t do well?” That came from Jaden, my twelve-year-old daughter, after a particularly arduous week tackling algebra and a To Kill a Mockingbird essay with a little help from me.
Clearly, I don’t do everything well, but the validation felt really good coming from a kid who I think is pretty extraordinary, herself. I might be slightly biased, but there’s enough evidence for extraordinary that some of my colleagues call me “Tiger Mom.” What they don’t know is that by Amy Chua standards, I would be a deadbeat mom since I only make my kids practice piano 30-45 minutes a day, and sometimes not everyday (gasp!).
All joking aside, I did ponder why I was the object of such adoration during a time when kids often retreat from their parents. And I believe it’s because I’m able to be around a lot and be present for my kids at their point of need. That’s because the collaboration tools that are essential to my productivity as an employee also give me the flexibility to work from home and still only be a video call away for my kids when I’m not.
The ability to be present at the point of struggle, at the point of discovery, at the point of accomplishment has been key to my close relationship with my children and in their development. But isn’t that true with just about any relationship? Don’t relationships with customers, partners and colleagues also flourish if you can be immediately present at their point of need?
The video collaboration technologies that are designed for faster decision-making, faster time to market and beating the competition are, in my world, really just about connecting people at their core. Read More »
Tags: Cisco, collaboration, present mom, video, video conferencing
The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus.
But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center. However, participants and speakers at ICMI did not have a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center.
I talked to Nemertes Research Analyst Lisa Durant to get her perspective. She agrees there is a dramatic evolution in the industry as mobile interaction continues its explosive growth as a contact method. Durant takes a broader view of mobile customer care to include “any interaction using a mobile device.” Whether a customer makes a voice call to a contact center, completes a transaction online, or engages via social media, she points out that the user is most likely on a mobile device.
As a silver sponsor at ICMI, the Cisco team experienced that strong interest in mobile. Attendees kept the booth staff busy demonstrating Remote Expert Mobile. Armed with iPads and Cisco DX80 endpoints, Cisco engineers Brian Cole and Doug King demonstrated products in the Cisco Customer Collaboration portfolio, including Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Remote Expert Mobile, and Context Service.
The Evolving Mobile Customer Experience
Despite continued growth in mobile, Read More »
Tags: Cisco, collaboration, contact center, customer service, ICMI
In case you missed it, here a summary of Karen Walker’s latest blog on the IoE Blog site that reaches out to all those in the Oil and Gas Industry:
“…we recently published a new report that shows a global oil and gas (O&G) industry awash with disruption, and primed for digital transformation. Low oil prices have upended the sector, spurring an urgent rethinking of strategy by oil and gas executives—and accelerating the adoption of IoE.”
Karen Walker, Senior Vice President of Marketing at Cisco and interim CMO, highlights some of the key findings from the report:
“To become agile enough to compete in the IoE Era, the oil and gas workforce must possess a mix of technical skills, industry knowledge, and business acumen. With talent shortages due to massive numbers of professionals retiring over the next few years—and a lack of necessary digital skills among those who remain— O&G firms need to make bold moves to transform their workforce strategy:
- Extend the reach of existing expertise –Video-based collaboration can help bridge the expected talent gap by making the most of professional expertise that is spread too thin, as well as providing ongoing training throughout the organization.
- Attract digitally-savvy talent – As up to 50 percent of oil and gas workers prepare for retirement in the next five to 10 years, who will be the next generation of workers that replaces them? An earlier Cisco report showed the next wave of digital transformation will be all about capturing timely, actionable insights from the deluge of data being generated by the Internet of Things (IoT), a key enabler of IoE.
- Bridge the silos – In addition to analytics expertise, O&G companies will need employees who can see and work across the boundaries between IT and operational technology (OT).
- Create a culture of innovation – O&G companies don’t compete just with each other for top talent, they compete with the likes of Google and Facebook. The best and brightest data scientists and software engineers want to be on the leading edge of innovation, not mired in “the way we’ve always done it”.”
Read the full blog to find out further insights here:
…and, as always, let us know what you think!
Tags: analytics, CERAWeek, Cisco, collaboration, Data Science, digital, Disruption, future workforce, IIoT, Internet of Everything, IoE, IoT, Karen Walker, marketing, oil and gas, oil prices, operational technology, OT, transformation
Many of the products that make up the Cisco collaboration core infrastructure are “best-in-class” solutions that deliver significant benefits in their own right. Used together, their benefits become amplified. Together, they create a comprehensive and powerful end-to-end collaboration solution.
Designed to work together, the components complement and extend the value of the other components, creating a “one plus one equals three” scenario. Some of these advantages include:
A consistent user experience, regardless of your location or device. This allows you to focus on what you’re doing instead of the technology you’re using. Focus on the discussion rather than how to join the meeting or view content and video. We’ve optimized the views and quality for each device so everyone has the best experience their device can support.
Tremendous flexibility for any-to-any collaboration. Connect from anywhere, with anyone, from the applications you use and the device of your choice. This removes barriers. Mobile and teleworkers can work as easily, effectively, and securely as if they were in the office. This flexibility extends to:
- Business-to-business and business-to-consumer interaction
- Secure connectivity to the cloud
- Interoperability with third-party endpoints and systems
- Public-switched-telephone-network (PSTN) connectivity options
Read More »
Tags: Cisco, collaboration, hybrid solution, infrastructure