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We’re Happy to Oblige

My biggest take-away from today’s set of announcements? Customers just cannot get enough of Cisco video collaboration products.

Our new Cisco TelePresence MX800 Dual, for example, was not a planned product. But after experiencing the vast, single 70-inch screen of the original MX800 (now called MX800 Single), customers told us they wanted more of that great experience. They wanted a dual-screen version. And enough of them said it that we had to oblige; hence, the MX800 Dual with two expansive 70-inch screens to show video and content equally and brilliantly.

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And not just dual screens, but dual cameras. What was once an option is now standard. The MX800 Dual is only available with the dual-camera, speaker-tracking system, because here again customers spoke. For the type of large rooms where the MX800 Dual is useful, dual cameras are required for the best visual experience. A single camera would only capture the full view of the room and participants would appear relatively small within it. Dual cameras bring the active speaker(s) full screen, basically giving everyone a front row seat and giving the meeting greater focus.

The MX800 Dual also comes to market with a few other notable enhancements that are enabled by the new Collaboration Endpoint Software 8.0 platform for Cisco room-based video systems. We are transitioning to this new software platform from what you may recall as the TC platform with TC 7.3 as the last release. The TC platform served us well for a long time, but the hardware that supported it was running out of processing power. We were forced to move to a new platform in order to continue to bring you the innovative features that you’ve come to expect from Cisco.

And innovate we did. Collaboration Endpoint Software 8.0 introduces these key new features: Read More »

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Context Matters: Announcing Context Service for Better Customer Care

“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some questions about set-up. Are you calling about that same issue, or can I help you with something else?”

Calling customer service is never this painless or this easy. I usually start what can become a long, frustrating phone call by entering my account number into an interactive voice response (IVR) system. Typically, a customer service agent asks me to repeat it moments later. My call becomes a painful process of repetition. I provide numbers, ordering history, past calls to customer service, and loads of other information. And that’s before ever getting to how to solve the problem I called about in the first place.

But fast, painless, personal customer service is no longer just a dream.

Introducing Context Service for Cisco Contact Center

Today, we’re announcing Context Service for Cisco Contact Center, a cloud-based solution that tracks a customer’s critical contextual data and immediately delivers it to the service agent. Context Service integrates data from the various ways a customer can interact with your business – such as voice, chat, social media, email and web – to help the agent be better informed and make that service experience more appealing.

Context Service Diagram

With Context Service for Cisco Contact Center, a customer service agent has Read More »

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Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.

Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.

Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.

However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.

Many contact centers now want to use additional data to answer more strategic questions, such as:  Read More »

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Indoor GPS: How We’re Personalizing the Mobile App Experience

Kenny Chen

We’re always looking for ways to improve the experience at Cisco tradeshows and other events. There’s free Wi-Fi. And attendees can download the Cisco Events app (powered by GenieConnect by Lanyon) for information about all global events. This includes conference agendas, surveys, interactive maps, a network connection, speaker and exhibitor listings, and more.

We’ve just taken another big step, with indoor wayfinding. The debut was at a Cisco sales event in London, held November 12-14, 2014. Attendees could see their current location on the app’s interactive event map, making it easier to find their way around. They also learned about upcoming sessions, games, and other news from banner ads that the events team swapped out throughout the day, without any involvement from the IT team. Read More »

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Project Squared: You Asked, We Listened

When we launched Project Squared in November of 2014, one of the things that was really important to us was to listen to our customers, and to use the things we heard to adjust the experience. We established several “listening posts” – ways for us to get feedback. Analytics and metrics were one way. Another way was a feedback capability right within the application. We encouraged our users to use the feedback feature to report problems, but to also make feature requests or generally tell us what they think.

Within a few weeks of launch, we already started to see some trends in the feedback we were receiving. The number one requested feature that we got – by a long shot – was the ability to leave a 1-1 room. For the engineering team, this was an unexpected request. Why do users want to leave a 1-1 room? After all, if a 1-1 room has no activity, it will downwards in the room list and you won’t see it anymore. So, what is the issue? Read More »

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