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Staying Ahead of the Collaboration Requirements Curve

March 5, 2014 at 1:26 pm PST

In my last blog I talked about how optimization is shifting from a post-deployment activity to a regularly scheduled maintenance priority. Have we seen this shift in action? Yes, and it makes a big difference in how well your IT team can stay ahead of the curve to keep up with changing business requirements.

Case in point: A financial services company had teams all over the world, and conferencing was part of the company’s culture. Because of the popularity of video conferencing, conference rooms had to be scheduled hours or even days in advance. Wait times like these were unacceptable for urgent meetings. For a sales team, meeting delays can literally be a deal breaker. That’s why this financial services company decided to add on-demand video conferencing to its collaboration tools.

Responding quickly to unanticipated needs like this requires an understanding of the performance capabilities of your collaboration infrastructure. If you’ve taken a systemic approach to your collaboration performance, you’ll not only be able to respond to new requirements but you’ll be able to anticipate them.

This customer used Cisco’s Collaboration Optimization Services to keep their collaboration solution running at Read More »

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‘If You Build It, They Will Come’ – NOT!

baseball blog image_Frances_if you build it_2_28_14There are three types of baseball players: Those who make it happen, those who watch it happen and those who wonder what happens.
- Tommy Lasorda

Kevin Costner’s character in “Field of Dreams” hears the voice “If you build it, they will come” which drives him to convert his cornfield to a ball field, attracting legendary players to fulfill his ultimate fantasy baseball game.

When companies build video collaboration spaces, will employees rush to the field, eagerly start using these solutions, find immediate value and fulfill the dreams that justified this investment?  Not necessarily.

In our experience, companies need to drive video adoption by communicating the answers to the two most important questions that drive human behavior --  “Who says so?” and “Why should I?”

Regrettably, sometimes IT leadership takes the “Build It and They Will Come” approach, driving the design and deployment of an extensive video architecture without the right partnership with the lines of business.  Decisions about where to put video solutions -- such as immersive TelePresence, multipurpose rooms and other endpoints – are often based on assumptions about Read More »

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Batman and the Customer Experience Center

The concept of the Customer Experience Center (CEC) is gaining attention in the customer care industry as the next logical step beyond the contact center.  Although a precise definition of the CEC is still under debate, a good starting point is to think of it as a set of technologies and business processes that deliver (hopefully superior) customer experience management, which Gartner defines as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”

batman blog picIn the movie “Batman Begins“, Batman tells Rachel Dawes, “It’s not who I am underneath, but what I do that defines me.”  This statement offers an alternate way to think about the CEC--by considering what it does.  The emerging CEC encompasses Customer Collaboration by combining traditional contact center technology and processes with a range of collaboration technologies to empower businesses to forge deeper, more proactive relationships with their customers.  As such, the CEC moves beyond the traditional channels of interaction of the “contact center” to embrace new media and access methods desired by consumers, including video, mobile, and the social web.  Or the batphone.

The CEC has emerged because Read More »

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Four Things That Will Rock Video Collaboration in 2014

It’s Hard to believe we’re already in February 2014. It seems like just yesterday we were making cloud collaboration predictions for 2013– forecasting that cloud and the demand for interoperability would drive innovation and help businesses harness the power of video.

Well, 2013 saw all of that and more happen in the world of collaboration. And I predict there will be more from the cloud, as well as other smart, cool and exciting video innovations in our (near) future.

Here’s what I predict is on the horizon:

Communications will be ever more visual, so you’ll use video with more people and in more situations – and cloud makes it more accessible.

The 2014 workforce isn’t a sedentary group – it’s mobile, global and social. And people won’t move for jobs anymore–jobs will become more flexible for people. I know. I manage a globally dispersed team and on any given day find myself visiting China and the United States, all from my office in Norway. Adaptive, intuitive and connected video solutions will continue to allow an innovative and collaborative workplace experience that can be accessed anywhere – from the boardroom to the browser. This year, the cloud will continue to empower workers with access to video anytime, anywhere and on any device, including new environments and use cases such as “always on,” real-time collaboration in research labs and lectures in global classrooms.

2014 will be the year that business quality video is expected by consumers during their online business interactions. We’ll see video solutions used extensively in Read More »

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The New Price of Attracting and Retaining Insurance Customers

The insurance industry is facing a massive evolutionary shift driven by competition and changes in consumer preferences. The competitive battle is easy to see, as insurers delve out billions in advertising and marketing expenditures in an effort to attract and retain customers, while maintaining top of mind brand awareness and differentiation. And adding to the pile on--retail  banks are beginning to offer personal and commercial  policies, which means insurers are no longer only competing with one another, but banks as well.

Insurance fits into the broader context of how we live our lives. So, the same technology trends and innovations that are changing the way we interact with each other socially as well as with other products and services – travel, entertainment, automotive, to name a few–are changing the expectations we, as consumers, bring to the insurance experience. Customers want to interact with their insurance provider in the way they choose, at the time they choose, across any access channel with any device.     Read More »

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