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11 Reasons to Visit Collaboration in the CLUS World of Solutions

Last week, I gave you the top reasons to check out what Cisco Collaboration has to offer at Cisco Live this year. But wait, our team has more good guidance! I’m pleased to present 11 fantastic reasons to visit the Collaboration neighborhood in the World of Solutions.

  1. Experience: See, feel, touch, smell, and trial our products. Get fingerprints on the touchscreens and watch us clean them off.
  2. See the latest in the IP Phone 8800 Series: HD video good enough to watch your boss’s dog eat tiny cupcake crumbs.
  3. AeroSmith’s Steven Tyler may be referring to the Collaboration booth when he sings “I don’t want to miss a thing.”
  4. Visit the Infrastructure Hardware Petting Zoo!
  5. Fran might teach you how to arm wrestle.
  6. Our latest video endpoints and phones are sleeker and cooler than the new car you’ve been wanting.
  7. Free coffee.
  8. See the collaboration technology that powers the Wall of America on Jimmy Kimmel Live.
  9. Have the chance to meet “Sparky Jeff” LIVE and in person!
  10. Our booth staff is the most collaborative and our booth has the fewest pillars! (Yes, someone counted!)
  11. We’ll help you get Spark on your phone faster than you can say Chuck Robbins.

Understand the experience from the room, desk, mobile and customer perspective and meet more than 15 of our collaboration partners. Demos focus on Room Experience, Mobile Experience, Desk Experience, and Customer Experience. You can also visit the Endpoint Gallery, Tech Zone, and Collaboration Backstage.

On Tuesday, June 9, be sure to catch theater presentations to learn how customers are achieving measurable business outcomes in case studies.

  • 9:00 – 10:00 a.m. Cisco Mobile Collaboration Solutions
  • 1:00 – 2:00 p.m. Providing a Total Customer Experience
  • 4:00 – 5:00 p.m. How American Century Investments Improved Service without Increasing Contact Center Staff

See you in San Diego! Follow me in the Twittersphere for the latest during the week: @ciscokima

Special thanks to Alexis Doherty, Barnaby Meadows, Jillian Zimmerman, Ross Daniels, Fran Blackburn, Chris Wiborg, Angela Murphy, Kirk McNeil, Jeff Marusak, Lauren Colson, Marcus Gallo, Patty Medberry.

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Collaboration Systems Release 11: Innovation and Integration for the Best Experience

If you’ve been following Cisco Collaboration, you know that we’re focused on the experience.  The whole experience:

  • Product experience for users
  • Sales and support experience for partners
  • Purchase, deployment, and management experience for administrators

The market continues to centralize on unification of voice; video; messaging and presence; conferencing; and extending communications to customer and team meeting environments. Delivering a unified experience becomes even more important.

To that end, we moved to time-based system releases as a way to align feature delivery across development teams. This also lets us provide clarity across our entire collaboration portfolio. About every six months, a Collaboration Systems Release (CSR) updates a large portion of the software powering the collaboration experience. Improvements reach from endpoints to mobile clients to voice and video infrastructure.

As we continue to innovate with new cloud-based offerings like Spark and developer tools like Tropo, systems releases become more important.  All our collaboration experiences are “unified” or integrated. And they’re becoming increasingly connected across premises and cloud. Read More »

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Collaboration System Release 11.0: Experience, Simplicity, Ubiquity

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 »

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Video Collaboration and the Present Mom

“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!).

Kim N and daughters 2All 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 »

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Mobile Growth is Key Focus at 2015 ICMI Contact Center Expo and Conference

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 »

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