During my years at Cisco, I’ve been able witness IT become incredibly pervasive. While traditionally IT has been thought of to just help run a business (and make things work!), today’s expectation of IT is also how it can help change and grow the business.
In my conversations with CEOs across the globe, one major theme keeps coming up: CEOs want IT leaders to figure out how technology can help their businesses transform and expand, as much as make it operate.
Recently, I had the opportunity to participate in a new Cloud Insights video series to discuss IT’s role in driving business outcomes with cloud and collaboration technology. It’s an interesting time as the pace of change is at an all-time high. Communication, collaboration and cloud are front and center, helping drive the transformation CEOs want.
I recently wrote about the importance of laughter at work. Laughter isn’t the only indicator of employee engagement, but it’s a good one. There have been times in my career where it seemed that my team’s leaders considered laughter as a sign that people weren’t serious enough about their work. (My current team is seriously amused – serious about our work and consistently amused in general.)
These organizations operated according to invisible “all work and no play” mantras. And those were gray places indeed. Places with little collaboration, innovation, and motivation. Places where people showed up, clicked through ominous task lists of multitasking, and went home. Places with little energy. Places with low employee engagement.
Improving employee engagement is gaining emphasis as organizations realize that they can set up all the processes and objectives they want, but people and organizational culture make the difference. Read More »
This story is about a piece of music you’ve already heard, although you may not have realized at the time. It’s that song that has you tapping your feet while you’re on hold with customer service, or humming along to the piano riff halfway through.
The song is called Opus No. 1, by Tim Carleton and Darrick Deel. It’s never been on a Top 40 list or gotten radio play, and yet it’s heard around the world by the millions of people who are placed on hold each day.
Darrick and Tim’s story actually begins back in 1989, when as teenagers and friends they recorded a song in their garage. Unfortunately, they didn’t go on to rockstar fame and fortune, but years later Darrick would go on to take a job with Cisco. In his role building Cisco’s first version of IP phones, he was aware of Cisco’s need for a piece of music to use as the default hold music for the new system. Cut to several years later, and their high school composition has become the hold music for the world’s most popular phone systems with over 65 million IP phones sold. With that, Opus No. 1 has left the safety of Darrick and Tim’s childhood recording studio and entered earworm status.
Now Darrick and Tim’s story has gone viral, with their famed hold music being heard everywhere from an episode of NPR’s This American Life, to articles in The Atlantic, to NBC and Network World. You can hear more about Darrick’s rise to hold music stardom from him here:
As Wi-Fi continues to be the primary mode of access, enterprise Unified Communication(UC) applications usage is increasing with smartphones, tablets and laptops.
Customers are asking, is there anything I can do to prioritize Jabber or Lync traffic over others or even identify how much of the traffic is really collaboration traffic vs. other types of media. The recently introduced Wireless Release 7.6 enhances the ability to classify Microsoft Lync 2013 and Jabber with Cisco WLAN Infrastructure.
In the first blog about Application Visibility and Control over Cisco WLAN, I captured what is AVC and the capabilities included in the release 7.4. In a subsequent blog, I had captured a success story about a customer who benefited from the reliability by deprioritizing scavenger level applications as well as captured highlights of the enhancements in release 7.5. This blog captures how the release 7.6 allows popular collaboration applications to be accurately classified and prioritized as well as provides a teaser to some of the innovations that can be expected in the future.
What exact capabilities AireOS 7.6 provide ?
The protocol pack 6.3 introduced in AireOS 7.6 allows you to identify and prioritize not just Jabber but also sub-classify Cisco Jabber Audio, Cisco Jabber IM and Cisco Jabber Video. Customers may want to prioritize the Cisco Jabber Audio as the highest priority while the others may be lower priority. Similarly you can classify not just Microsoft Lync but also Microsoft Lync Audio, rtcp and Microsoft Lync Video and thereby prioritize them separately. Read More »
Cisco achieved a major milestone in the interactive voice response (IVR) industry in December, 2013 as we shipped our one millionth IVR port. This includes cumulative shipments of new ports of the award-winning Cisco Unified Customer Voice Portal, Cisco Unified IP-IVR, and IVR ports shipped with Cisco Unified Contact Center Express. This achievement is all the more remarkable given that we’ve been in the IVR market for just ten years. In that time we’ve also become (and remain) the world’s top IVR vendor--by a wide margin.
In addition to our success in the IVR market, Cisco continues to grow and lead in the contact center industry. To date, we have shipped nearly 3 million contact center agent seats, providing front line business personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years, and over the last three years, Cisco has closed the market share gap with Avaya by nearly 10 points worldwide and by over 22 points in North America.
On average more than 2,600 businesses purchase Cisco Contact Center products each year, from small and medium-sized companies to very large enterprises in markets ranging from healthcare, finance, and education to communications, travel, entertainment, and retail. Cisco Unified Contact Center solutions remain key components to managing multiple, simultaneous customer interactions over the phone, via real-time chat, web collaboration, social media, and email.
Our sustained success in IVR and contact center is a testament to our differentiated architecture, award-winning customer care solutions, a rich partner ecosystem, and a knowledgeable, energized sales force.