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High Energy This Year at Enterprise Connect

It’s that time of year again. Spring in Orlando where the industry will gather for Enterprise Connect, and the Cisco team will be there in full force.

So get ready for a whole new set of statistics demonstrating the health of our industry and the pace of change in the post-PC era. For example:

  • Between 2011 and 2016, mobile data traffic is expected to increase 1800%
  • Video traffic is expected to make up 70% of that mobile data in 2016 and more than 90% of network traffic
  • Cloud services, which are being accelerated by the adoption of tablets and smartphones, will drive a second wave of IT consumerization.  Software as a service, which is already disrupting more than 25% of the enterprise application space, will go on to change the way we collaborate globally

(Sources: Cisco Visual Networking Index Feb 2012, “Which Software Markets Will SaaS Disrupt?” Forrester Research, January 2011)

At Enterprise Connect, we at Cisco want to hear how these changes are affecting your businesses today – and how you are planning for tomorrow. Video, cloud collaboration services, mobility, and customer collaboration are some of the themes we look forward to discussing.

I hope you will make time to see my colleague, OJ Winge, deliver the Cisco keynote on March 27th at 10am Eastern time (7am Pacific). You can also watch it live on nojitter.com.

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Collaboration Maestro…Bravo! Here We Come

CIOs around the world are at the center of technology trends such as cloud, social media, consumerization of IT, and mobility. This is the third blog in a four-part series (Read Part I) (Read Part II) exploring and sharing how CIOs around the world are responding to these trends and creating new ways to innovate, grow, and deliver superior customer experience.

Back in 2006, Gartner Research predicted that no company would be able to build or sustain a competitive advantage over the next few years unless it capitalized on the combined power of individualized workers and social dynamics. The “Future Worker of 2015,” Gartner said, would collaborate more, work alone less in order to be successful. Read More »

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Three Drivers of Collaboration

March 21, 2012 at 9:46 am PST

In my last blog, I asked the question “Is Collaboration Worth It? Every day, customers tell us collaboration is critical to their ability to compete—something top of mind right now. Why does collaboration matter? From our research and interviews with business leaders, we attribute the growing importance of collaboration to three fundamental trends:

  1. Competition comes from anywhere and everywhere. The barriers to entry are lower than ever, and you cannot predict who will enter your market next. It might be a startup in India, China, Africa or Eastern Europe—or competition from another industry. How do you stay ahead when you don’t know which organizations you’ll compete with next month or next year? Read More »

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Study Shows that Cisco-based Contact Centers Perform Better and Save Money

A recent landmark study by BenchmarkPortal showed that Cisco-based contact centers have a nearly 17% lower average cost per call than contact centers not using Cisco.  A medium-to-large contact center can handle millions of calls a year, so these are tremendous savings.  At the same time, the study reveals that companies using Cisco-based contact centers enjoy customer satisfaction rates more than 3% greater than companies using other vendors’ technology.  Given that a fraction of a percentage increase in customer satisfaction can have a major positive impact on business profits, this too showcases why Cisco is creating such a buzz in the contact center market.  You can access a presentation of the study results here.

In less than ten years, Cisco has evolved from a newcomer in the customer care industry to a leading worldwide technology provider.  Last summer we were recognized for the first time as the world’s leading Interactive Voice Response (IVR) vendor.  Cisco is currently #2 in the worldwide contact center market, and we are driving aggressively toward number one.

Contact center is at the core of our collaboration strategy at Cisco.  We are delivering innovations in Customer Collaboration, which combines traditional contact center technology with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics to empower businesses to forge deeper, proactive relationships with their customers.

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Help Her Say “Yes” to the Dress

Ever had a customer who hesitates to buy a dress because she worries she’ll never find the right accessories to tie the look together? Or because she’s just not sure it’ll pass the boyfriend test?  Too often such customers leave empty-handed, promising to come back with the man and/or potential shoes and jewelry in tow so she can decide.

Sometimes she comes back. Usually she doesn’t.

That doesn’t have to happen anymore, and retailers have technology to thank for it.

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