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:
Consider Amy, Read More »
Tags: collaboration, contact center, customer collaboration, IoE
The mobility discussion isn’t fresh off the presses. BYOD isn’t something you have to look up to remember what the D represents. But much of the business-mobility discussion still focuses around smartphones and basic access. It’s a pretty limited view when you consider the potential beyond the petri dish of e-mail and calendaring.
Take me to your keyboard…
Having access to my work e-mail and calendar on my smartphone is good stuff. As is having my choice of phones. And even the simple tools benefit my productivity, while letting me have a life beyond my job. Surprise, surprise: Sometimes “work happens” outside the normal work hours of my particular time zone. And, yes, “life happens” during my normal work hours.
I could be productive on a laptop from home, but my dog would soon gnaw through my keyboard in protest. (Hastened by prodding from my kid and a jar of peanut butter.) But she doesn’t mind if I check and answer e-mail at the dog park.
She’s a pretty advanced dog. She even accepts the need for instant messaging and an occasional WebEx conference, although her presence typically requires liberal use of the mute button.
Beyond the Basics
So, what’s missing? Once people get over the novelty of e-mail and calendaring, they look for more. If they can slingshot birds across the universe, book airline flights, and deposit checks on these pocket-sized supercomputers, shouldn’t they be able to do more?
Read More »
Tags: byod, collaboration, mobility, smartphone, web conferencing
Another successful Halloween party at Cisco thanks to Cisco TelePresence and WebEx. I lost my title as first place winner this year to someone dressed as an Outhouse, yes folks, an Outhouse. And everyone else stepped up their game too and some even adding additional elements like dancing and props. I feel fortunate to be part of such a great team and look forward to our 3rd Annual Collaboration Solutions Marketing celebration next year. I hope everyone has a safe and Happy Halloween!
Tags: Cisco, collaboration, Halloween, party, TelePresence, video collaboration
Looking at the history of video collaboration there are a few identifiable transition points. The introduction of audio and video delivery over IP networks created opportunities for widespread affordable deployments and the video conferencing market began to expand. The scale of deployments, however, was in general neither large nor pervasive. In 2006/2007 new offerings (like the CTS 3000 from Cisco’s TelePresence team) introduced highly reliable, full HD (1080p), full motion (30fps) experiences with a level of simplicity making it operable by any user irrespective of technical knowledge. As Full HD became available across the breadth of video conferencing platforms, the whole market rapidly doubled over the following two to three years. This created another market pillar in collaboration.
Push the clock forward 6 or so years to today…
The distinction between video conferencing, unified communications and web conferencing is now very blurred:
- The user community has matured. They are no longer satisfied with connecting over audio, video or content. They want to achieve the startup experience of small, tightly connected teams across a geographically dispersed workforce. This means leveraging all of the above features where and when needed, in a simple and intuitive way.
- IM, presence, audio, video and content collaboration are becoming Read More »
Tags: Cisco, collaboration, h.265, TelePresence, unified communications, video, video conferencing, web conferencing, WebRTC
If you’re in an SMB company you might think of telepresence as a tool built for enterprise, something that would be nice to have for your small business but just out of reach. You’d be wrong.
Video conferencing solutions like Telepresence and even web-based technologies like WebEx are more affordable than ever, making them a viable option for SMBs.
Read my full article for a closer look!
Tags: collaboration, small business, smb, TelePresence