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Cisco in the Contact Center Business: Reflecting Back and Looking Ahead

With Cisco recently closing our fiscal year, I naturally started to reflect on the past year in our contact center business, and on our history in this market.  Since Cisco entered the contact center market in 1999, the industry has changed in countless ways.  We’ve seen technologies come and go.  We’ve seen an explosion in the number of channels customers use to connect with companies.  We’ve seen the mobile device become the primary entry point to many contact centers—regardless of channel.  And we’ve seen start-ups, new business models, consolidations, and divestitures.

With all of these changes and inflection points over the last decade or so, Cisco has been able to make its mark in the contact center industry.  We’ve grown steadily over the last several years.  In fact, Cisco became one of the top three Contact Center vendors after only five years in the market. As we’ve continued to grow and lead in this industry, we have shipped nearly 3 million Contact Center agent seats, providing the front line personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years – and the impact that Cisco contact center solutions are making on the level of customer care offered by businesses of all sizes shows no signs of slowing down!

Today, universities fielding more than 25,000 student calls daily, financial institutions using 10,000 customer service agents to answer customer calls and inquiries, and countless other businesses rely on Cisco’s leading Contact Center technology to provide outstanding service and easily manage customer relationships to improve business.

On average, more than 2,600 businesses Read More »

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Mobile Video Collaboration

In today’s world, we are always on the go and want to communicate and collaborate wherever and however we choose to live, work, and play.

We are seeing this mobility trend emerging with more of our customers, as they realize they need their employees to be able to effectively work across their different devices while on the road or in different office locations.  And just being able to connect isn’t enough.  There must be really good quality not only in audio, but also increasingly with video and application sharing.

The latest version of Cisco TelePresence Server (v3.1) has been developed with these customer needs in mind.  Organizations can now better enable their employees to collaborate face to face while on the move, with new video capabilities that improve the user experience from any endpoint:

  • Flexibility with ActiveControl:  Users can be more engaged with a higher level of user control of meeting layouts.
  • Video quality with Cisco ClearPath:  Over highly lossy public networks – even at packet loss rates of 20% – ClearPath delivers a clear video experience.  Watch this video to see the difference ClearPath makes in quality:

Under the same network packet loss conditions, the left screen is the video experience without ClearPath; the right screen is the clear experience with ClearPath.

Are you a mobile worker, or have a mobile workforce?  We’d like to hear from you.  What do you expect and need from video for great collaboration?

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School District Uses Flipped Learning to Improve Student Learning

Have you heard about Flipped learning? It is transforming the world of education.

At the Denton Independent School district in Texas we wholeheartedly embrace technology education. Why? Because we understand the correlation between technology and student success. With over 26,000 students to serve, Denton ISD looked to “flipped learning” as a solution that would benefit students at all levels. With flipped learning, student’s take-in content before connecting with the teacher in the classroom. Often times, this takes the form of video based material recorded by the teacher and made available to students from any device or location outside of the classroom. In this way, students spend time with their instructors applying learned knowledge instead of acquiring content.

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Collaboration Solutions: Choose the Right Ones for Productive, Effective Teleworking

In one of my recent blog posts I discussed the value of video for teleworking.

blog pic teleworker hi res EspenFrom this blog I received a lot of feedback from folks wanting examples of the type of technology to use for teleworking.  Many asked, “How do you know what the right technology is to use to support remote and traveling workers without giving up on a quality experience?”  Cisco supports all aspects of telework and remote scenarios with technology that is flexible, interoperable without comprising quality or providing just a “good enough” video experience. Cisco TelePresence personal solutions and video desk phones consistently offer high definition video on every call.  Companies do not want to compromise quality when deploying technology for remote and teleworkers. Cisco solutions offer both high quality and flexibility to support productive, effective teleworking.

Cisco has just released a new white paper that gives an in-depth explanation of the benefits of teleworking based on business class collaboration solutions. These solutions provide organizations the key building blocks in developing and designing a strong foundation for supporting remote workers worldwide.

The closer you get to an in-person experience in meetings with remote employees and teleworkers the more productive you will be.  Today working from a remote location does not mean that you are removed from what is going on back at the office. Cisco delivers flexible high quality solutions for teleworking that bring people together whether they are across town or across the world.

How are you deploying teleworking capabilities to your workforce?

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Collaboration, Video and Mobility Drive Value in the Internet of Everything Economy

In the Internet of Everything (IoE) economy, there will be leaders and laggards, winners and losers. And collaboration, video, and mobility technologies will play a crucial role in determining who captures their share of the value at stake, which Cisco projects as a staggering $14.4 trillion. That’s equivalent to a 21 percent increase in corporate profits over the next ten years.

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The Internet of Everything (IoE) is already changing our lives in unimaginable ways as everything from clothing, cars, jet engine parts, and roads, to name a few, become “lit up” with data-generating sensors. The resulting explosion in connectivity among people, processes, data, and things —

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