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Open New Opportunities with Amazing Collaboration Experiences

March 12, 2014 at 5:01 am PST

As a Cisco Collaboration partner, you are always looking for new ways to reach more buying centers and dazzle your customers with an engaging collaboration experience. Today, Cisco announced new innovative solutions to help you do just that. This is our most significant video launch in many years, and we are changing the game with great experiences for any screen, from the browser to the boardroom. Rowan Trollope’s blog describes our unique approach to developing collaboration solutions that customers will want to use each day. But, of course, collaboration is about more than just video. We have big enhancements to packaged solutions and cloud capabilities, as well. Together, our new advancements will not only help accelerate your sales, but help you deliver greater business outcomes and drive value for your customers.

Make Collaboration Simple and More Affordable

In order for more people to use collaboration as an essential part of their workday, it must be simple to use. Our new innovations such as the Cisco TelePresence SX10, Cisco TelePresence MX200 and MX300  products break down barriers to video adoption and make it affordable to turn every conference room into a videoconference room. For example, the SX10 is a simple, easy to deploy new system that turns any standard flat panel monitor into a videoconferencing system, letting you demonstrate how video can boost the productivity of any meeting. This can enable access to new budgets and new conversations across customer organizations. Read More »

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Clouds Are Everywhere, But Which Cloud for Collaboration?

Which cloud is best for Collaboration?  Simple -- the one that fits your needs. With so many cloud options out there offering a variety of different services, it’s easy to get confused. When making a decision, consider what is essential to collaboration in your business. How do users want to experience the services? What are their needs?  Let’s break it down using me as a use case:

  • Conversations & Conferencing -- I am heavily reliant on voice and video. I need it on all my devices, with no compromises on availability, security or quality.  About 40% of my day is spent in web or video conferences, with one or many people  (I guess this is why WebEx is the second largest business SaaS service!).  For me, I must have a reliable service that performs regardless of how it is deployed.  If my company has chosen the cloud for strategic or financial reasons then that is kind of irrelevant to me – I just want it to work…  and work well.
  • Email, IM and Content -- IM enables me to get information when I need it.  If not, I typically get it from a document sharing space.  Happily, I am spending less time in email these days.  So for these types of collaboration tools I am more interested in what the cloud has to offer.  Decisions made by IT have a material impact on me and my working environment.  Here at Cisco I jump at the chance to be on a trial or pilot of a new technology.  Not only do I get to play with all the new toys, I get ahead of the pack and get access to new productivity tools that make me more effective…  they help me.
  • Customer Services -- I like to choose how and when I interact with people.  I also like to help myself first, and then call out for help as required.  So I like to do business with organizations that allow me to do this.  If they don’t, I generally try to avoid doing business with them.

For most organizations, Read More »

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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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