When we think of the term “collaboration” we can often get trapped in the cycle of thinking that it only applies to IT departments and the bottom line. However, it’s important to consider how the role of the enterprise is shifting thanks to the consumerization of IT. For example, how can IT leaders satisfy new user demands while unleashing the power of a sound mobile strategy?
With today’s technology-driven global economy, enterprise mobility and collaboration tools need to be about connecting communities, not just companies. Never has there been a time when more business processes extend beyond headquarters. Organizations need to enable all types of connections: From the mobile worker to the teleworker, from other businesses to target consumers, from traditional branch offices to the cloud. This any-to-any type of collaboration is no longer keeping the enterprise at the center. Instead, the future is driven by all types of users.
It’s clear that users expect to collaborate anywhere, on any device, with any workload. They want to collaborate like they’re in the office regardless of their location. IT leaders must keep user demands top-of-mind when working to deploy a BYOD policy. This can create challenges and opportunities in five key areas:
Science, technology, engineering and math (STEM) fields are critical to innovation and the continued development of the U.S. economy. However, trends are showing that while there are and will continue to be plenty of jobs in these fields, many students are unprepared or lack the desire necessary for employers of the future to fill these jobs effectively.
In order to get more students interested in STEM, it is imperative that they learn through hands-on training, mentoring and demonstrations early in their education. In her latest blog, Amanda Williams, Community Relations Manager at Cisco, describes the importance of getting students physically involved in STEM to spark an interest for the future. Through the launch of the Cisco US2020 STEM mentoring initiative, Cisco employees are able work with students from various schools around the U.S. The students participate in activities such as robot building, engineering demos of circuit building, 3D printing, and pedal-a-watt to make a phone ring. Through this program, we are able to get students excited about the opportunities to learn more about STEM fields.
While we still have a long road ahead of us when it comes to preparing and inspiring a future generation of STEM innovators, it’s encouraging to see students enjoying the learning process this new initiative provides. Read More »
At Collaboration Summit, Cisco announced a number of exciting new technologies designed to make collaboration simple, fun, and intuitive. My friend Rowan Trollope who leads Cisco’s Collaboration Technology Group, is working hard to “make technology in the office better than what you have at home.” With Cisco Expressway, Intelligent Proximity, and Jabber Guest, a few of the new products Cisco just unveiled, we are breaking down the barriers between the home and work, creating a seamless experience for staying connected. And in Rowan’s words, “You haven’t seen anything yet.” Rowan and his team are dead set on perfecting the usability aspect of our collaboration technology – making it beautiful, affordable, and easy to assemble – and my services team has the charge of perfecting another: extracting its value.
According to a 2013 Forbes Study Cisco commissioned to understand business executives’ attitudes towards collaboration, we found those who see the greatest value in collaboration technology are the ones who use it the most. Heavy users, or collaboration “leaders,” perceive a strong correlation between using collaboration tools and achieving transformational business metrics in areas like productivity, knowledge sharing, customer satisfaction, cost control, and more.
From a services perspective, collaboration success is dependent on two things: Read More »
I recently wrote a blog discussing the Value of Medianet in which I listed the benefits and associated costs of adoption. Remember that in simple terms Medianet enables a granular QoS policy and also provides a systematic approach for video troubleshooting. In this article I’m going to provide an example of Medianet in action as it has been my experience that most people, at least initially, struggle to visualize the impact Medianet has on the day to day operations of a Cisco collaboration solution running over a Cisco networking infrastructure.
In my previous blog I said that “Medianet reduces operational support costs.” I’m now going to attempt to show you how.
The first thing we can enable is edge monitoring, which allows the IT team to centrally check upon the health on any given endpoint and also ascertain its call status. Take a look at this video below:
As useful as it is, end point monitoring is only of limited benefit when problems start to occur. Electronic confirmation of what impacted end users are seeing is not what is actually required. We need a way to proactively troubleshoot issues as soon as they appear. The combination of Medianet enabled applications communicating with a Medianet enabled network, which is overseen by an intelligent management application is the means by which Cisco provides this. Read More »
Those who read this blog regularly know that Customer Collaboration combines traditional contact center technology and processes with important innovations in social media, Web 2.0 agent workspaces, network-based recording and analytics, and video to empower businesses to forge deeper, proactive, more consistent relationships with their customers. Three years ago, Cisco identified Customer Collaboration as a major market disruption, and our customers have benefitted from our leadership through this disruptive time.
More recently, Cisco identified another market disruption--the Internet of Everything (IoE)--which Cisco defines as the networked connection of people, processes, data, and things. The true benefit of the IoE is derived from the compound impact of connecting all these elements--with a majority of the value derived by extending the connections of the IoE to people.
So what’s the relationship between Customer Collaboration and the IoE? Simply put, Customer Collaboration connects the Internet of Everything to consumers. Many of the touchpoints to the IoE run through businesses, and Customer Collaboration is what brings businesses and organizations closer to their customers--to us. Let me provide some examples of how Customer Collaboration can connect consumers to the IoE: