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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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“What If” Could Be Now: Truly Mobile Healthcare

March 14, 2012 at 7:26 am PST

Once upon a time in the days of Opie and Andy, doctors made house calls. I’ve seen it on TV, so it must be true. Now, a doctor visit usually requires that you do the visiting to a clinic, office, or hospital. An initial appointment may result in referrals for tests or to specialists – more visits, parking lots, waiting rooms. Sometimes your information gets transferred along, sometimes it doesn’t.

Mobile devices are showing up everywhere, healthcare included. There’s even a new word: mHealth. (We had e-everything in the early 2000s, then came along iSomething, so let’s now move further into the alphabet with mWords.) Read More »

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Got A Question For @CiscoSystems?

March 12, 2012 at 11:58 am PST

Answers To Your Frequently Asked Questions

With over 100,000 followers to our Corporate Twitter Page, @CiscoSystems, we receive a decent amount of questions from the community. To help get your questions answered, we’ve outlined some frequently asked questions here for you.  If you do not find the answer you’re looking for, please send a tweet to @CiscoSystems and we will do our best to get your question answered in a timely manner. Thanks for engaging with us and happy tweeting!

Q: What is Cisco’s data center strategy?

A: Cisco is helping customers to unify their data centers with integrated compute, network, storage access, virtualization and management. Our end goal is to help organizations simplify operations, reduce costs, and improve business agility so they can better accomplish their business goals. With a Cisco Unified Data Center, customers report dramatic operational and cost improvements up to: 30 percent lower infrastructure costs, 90 percent reduction in deployment times, 40 percent improvements in application performance, and 60 percent reductions in power/cooling costs.

Q: What is Cisco’s collaboration philosophy?

A: From IP communications to mobility, customer care, Web conferencing, messaging, enterprise social software, and interoperable telepresence experiences, Cisco brings together network-based, integrated collaboration solutions based on open standards. These solutions offered across on-premise, cloud-based or virtualized platforms, as well as services from Cisco and our partners, are designed to help promote business growth, innovation and productivity through anytime, anywhere, any device communication. They are also designed to help accelerate team performance, protect investments, and simplify the process of finding the right people and information. For more information, visit http://www.cisco.com/en/US/products/ps10680/index.html

Q: What is Cisco’s service provider video strategy?

A: Cisco’s service provider video strategy is to enable a new generation of TV experiences via Cisco Videoscape, a comprehensive TV platform for service providers that brings together digital TV and online content with social media and communications applications to create a truly immersive home and mobile video entertainment experience.   Videoscape is unique in that it  utilizes the cloud, the network, and client devices to deliver new multi-screen video experiences over the Internet.

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Minnesota Leads the Way in Rural Schools Innovation

If you caught Secretary Arne Duncan on the Jon Stewart show back on February 16th, the Secretary reiterated an education theme that has been common over the years for the Obama administration. When pressed by Stewart on how the U.S. Department of Education can help drive innovation in our schools, Duncan answered, the real creative breakthroughs “…need to spring from the local district, superintendents & principals themselves … and not the Washington bureaucracy.”

Enter Itasca Schools — in the very rural outstretches of northeast Minnesota. It’s another example, along with Mooresville Schools in North Carolina, of how local schools and school districts are doing exactly that.

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