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Delivering in Customer Care

I recently watched the Belmont Stakes to see whether a thoroughbred named California Chrome could win horse racing’s coveted Triple Crown.  While viewing the race, I was struck by how it doesn’t matter how quickly you start, or how many competitions you’ve won before.  What matters is how you finish, or--in business terms--how you deliver.

Cisco is focused on delivering business-relevant customer care solutions that help companies succeed with their own customers.  That’s one reason why I was delighted to learn that, for the third year in a row, Gartner rated Cisco highest in “Ability to Execute” in the 2014 Contact Center Infrastructure Magic Quadrant.  Gartner bases vendors’ “Ability to Execute” on a number of criteria--including the quality, overall breadth, and maturity of their applications, customer support capabilities, and their ability to deliver solutions that enable contact center operations in formal contact centers in companies, outsourcers, and service providers.

What does this mean for you?  It starts with Read More »

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Interaction Technology: Neutralizing the Barriers of Time, Location, and Staffing Levels

In my last blog, I continued the discussion about the 24-hour bank and how banks must transition from the physical business model to the digital business model. As part of my series on the 24-hour bank, this post builds on the question of how banks could begin to develop the capabilities, enabled by technology, to address the operational and logistical challenges inherent in operating in a customer-driven 24-hour world.

First are the factors that shape our existing banking distribution model: the traditional route to market and how clients connect and interact with their bank. Starting with branches, the traditional distribution model has evolved with the development of technologies such as the telephone, ATM’s, and the Internet. While these technologies provided increased options for clients to interact and transact, they were still affected by constraints of the existing operating model– the availability of bank staff with the requisite skills.

How so? Contact centers, telephone, and online banking required a shift in staffing models to enable customers to interact and transact outside of the normal work day. ATM’s began to allow customer self-service for certain basic transactions at any time of day. Collectively, these technologies extended operating hours for clients, but services were limited due the fact that the expertise required for more complex services were still unavailable outside the traditional workday. Read More »

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One meeting, One experience, for Global Collaboration

Do you ever get to the end of your working day, and realize that you have no idea whether the sun has been shining, or it has been pouring with rain all day?  Sometimes, it is only when I’m in video meetings that someone else will actually notice for me that the sun is shining outside my window! Talking to colleagues in the U.K. while I was visiting San Francisco for Cisco Live brought this point home.  In the U.K., the persistent cloud cover had disappeared, giving way to one of the UK’s rare heatwaves. Meanwhile, in San Francisco, temperatures dropped, and we huddled in jackets and sweaters. It wasn’t meant to be this way!

Did you make it to Cisco Live?  If so, I hope that you had a chance to get to some of the great keynote sessions. My favourite was from Rowan Trollope, in which he demonstrated Cisco’s new video collaboration endpoints.

The new products are making video collaboration simpler and more cost-effective than ever. His demo included an illustration of Read More »

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Cisco and Microsoft Lync Content Sharing

Cisco has a proven track record of supporting open standards, designed for maximum scalability and effectiveness.  Our mission is to enable any to any collaboration – in a simple, intuitive and user friendly way. Unfortunately not all vendors are adapting to open standards. And customers that have already made significant investments in proprietary technologies are asking Cisco to help them bring these worlds together. To solve our customers’ challenges, Cisco has decided to expand our industry leading interoperability to include two way content sharing with Microsoft Lync 2013. This will be a software upgrade to existing solution. Stay tuned for more information as we get closer to a release.

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#HigherEdThursdays – Collaboration Redefines Higher Education.

June 12, 2014 at 8:12 am PST

The University of Nebraska at Omaha (UNO) students are learning in ways that would have seemed impossible just a decade ago.

The University’s College of Education, which is renowned for its innovative and progressive learning environment, made it their mission to give students  a professional and global experience.   By aligning collaboration technology with the University’s needs, UNO pushes the boundaries of education.

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For example, with web conferencing, professors are now able to spend more time one-on-one with students and less time lecturing.  Students and faculty can attend class from remote locations, making classes more accessible to all. In addition, students are able to view online lecture notes before class, so that class time is more effectively spent in group discussions around real-life applications. Read More »

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