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Is Your Contact Center Ready for the Cloud?

As we meet with key customers, partners, and industry analyst around the world, there continues to be growing interest in cloud-based services for contact center and customer care, among other technologies. At Cisco, our focus for the customer contact business is to enable companies to provide customer care, in a flexible fashion, to support their corporate brand and customer experience strategy, regardless of the deployment model.

Cloud-based contact centers have moved into the mainstream, and the trend shows no signs of slowing down anytime soon. Businesses of all sizes and industries who move their contact center to the cloud are reaping the benefits, including rapid deployment, flexible scalability, pay-as-you-go pricing and access to the latest technologies and upgrades. In some cases, these are key differentiators between businesses that lag behind and those that thrive.

Migration to the cloud is not an all or nothing endeavor. In some cases, Read More »

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Collaboration Notes from Cisco Live: Thursday Recap

May 22, 2014 at 11:22 pm PST

The collaboration momentum at continued today. First up this morning was a Cisco Live Executive Interview with Peder Ulander. In it Peder talks about how the way people work is changing and how Cisco is adapting technology to meet those changes.

He covers our latest DX Series products as well as shares how American Express is using remote expert and video to better serve customers. In a pilot program, premier customers could get an instant connection with the right person, whether to resolve billing problems or find concert tickets.

Today’s Locknote: Sal Khan, Khan Academy
Sal Khan, founder of Khan Academy, Standing room only. Inspiring. Fantastic. Riveting. Followed by a standing ovation. Khan Academy is a not-for-profit organization focused on providing free, world-class education globally.
sal khan quote

And when it comes to Khan’s thoughts on collaboration, I can’t disagree: Read More »

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Collaboration Notes from Cisco Live: Wednesday Recap

May 22, 2014 at 10:48 am PST

Wednesday was another beautiful day in the neighborhood, the Moscone neighborhood. I started my day with a 6:30 a.m. conference call with some nice people in Amsterdam to talk about one of the topics John Chambers put front-and-center in his keynote address: business outcomes.

Hosted by Cisco’s Mala Anand, the Wednesday morning keynote focused on Internet of Everything and included Intel’s Doug Davis, NetApps’ George Kurian, and EMC’s Bill Schmarzo. For me, Schmarzo’s points on business models and big data were particularly interesting. His premise was essentially that at the core, the Internet of Everything and big data are about business transformation. A great quote: “Organizations don’t need a big data strategy, they need a strategy that incorporates big data.” Yes, yes, and yes.

Paras and Associates: Using Video to Remove Language Barriers
Melinda Paras was one of the customer speakers at the collaboration press announcements earlier this week. Paras is CEO of Paras and Associates (PAA), which designed and now manages the first operational video/voice over IP call center--the Health Care Interpreter Network (HCIN)--a cooperative of California public hospitals sharing interpreter services. PAA offers technology systems that enable immediate access to language interpreting via video and telephone.

“Clinicians trust that they can reach language interpreters instantly—whether they are across the street, or across the country,” says Paras. “High quality video enables a degree of nuance and rapport that you simply can’t achieve with just a telephone.” Read More »

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5 Reasons for Midsize Businesses to Use Video Collaboration

I’ve been talking for a while now about how effective video collaboration is and how video technology can enhance and improve the way businesses collaborate. Many of you may still think that videoconferencing is only for the larger companies with multiple locations and large budgets to cover a video technology investment, but I disagree.

Here are five reasons that that I think midsize businesses should consider using video collaboration.

  • Video Collaboration products are easy to use: At Cisco we design our video technology products to be intuitive and easy to use. This means the user interface in the smallest video endpoints works the same as the controls in the largest, so anyone can make a video call anytime they need to.
  • Video is becoming the norm: Many organizations are realizing the benefits and ROI of using video collaboration to extend their business boundaries. Meeting with partners and customers around the world – just like they are around the corner – have enabled organizations to do business in ways they never thought possible before.
  • Utilizing video can increase productivity and profits: Read More »

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Away by the Bay at Cisco Live!

May 20, 2014 at 7:08 pm PST

Wow! It’s been a whirlwind beginning to Cisco Live 2014. I’ve already met many partners and customers and we’re only about halfway through the week! Folks are excited to be part of such a huge event here in San Francisco.  In fact, check out this shot of folks streaming into the room for John Chambers’ keynote address yesterday.

Crowd ShotBefore John even took the stage, we’d already spent a lot of time talking with customers and partners about the new Solution Partner Program. This key piece of the Cisco Partner Ecosystem used to be known as the Cisco Developer Network (CDN). Arjun Lahiri, Senior Manager, Cloud and Ecosystem Strategy and Programs Group, took some time to really explain how CDN evolved into the Solution Partner Program and why those changes have occurred and how they affect partners. Be sure to read Arjun’s blog and get up to speed on the latest on the Solution Partner Program here at Cisco Live 2014. Read More »

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