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Cisco Shines in Gartner’s Contact Center Magic Quadrant

Industry research firm Gartner recently issued their annual “Magic Quadrant” report for Contact Center Infrastructure, and once again Cisco improved its position in the “Leaders” quadrant compared to our competitors.  Let me share with you some of the highlights.

The Contact Center Magic Quadrant ranks Cisco as #1 in Ability to Execute, which Gartner bases on a number of criteria including  Read More »

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Interoperability is Freedom of Communications

Imagine a world where iPhones can only call other iPhones and Blackberries can only call other Blackberries, and where traditional land-line phones and mobile phones are separate islands of technology.  A world where you need a specific browser for specific web pages, and where you can only send emails to people using the same mail system.This would be a world without interoperability and industry standards.

How can we expect advancements in society (or humanity for that matter), if we can’t communicate with each other, or if technology can’t interoperate with each other?  To achieve this any to any vision we’ve been talking about, or to achieve that ultimate experience where technology just works together and it becomes transparent to what we do every day, we need standards based interoperability.

Read More »

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Can Collaboration Give Employees What They Need Most?

Here’s an interesting article about the 8 Things Your Employees Need Most and would you believe that financial compensation is not even on the list?  Rather, employees want to feel greater involvement in the business.  They want freedom, trust and to have a voice that’s connected with other voices in the organization.  They don’t just want an understanding of the long and short term company goals, but want to contribute to those goals and help define mission statements.  We all, regardless of role, want to leave our mark.

Providing a sense of involvement to employees becomes challenging particularly as Read More »

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Transforming “Anti-Social” Environments into Powerful and Collaborative Social Enterprises

August 7, 2012 at 8:37 am PST

Is your company “anti-social” because there is too much noise? Are you having challenges getting a grip on your various social networking tools? Keep reading to discover how Persistent Systems did it.

Imagine running a global software development firm, with over 6000 employees, nine development centers, spread across three continents, in various time zones. When your business is finding virtual experts for various client projects at the speed of light, instant collaboration becomes essential for success. Persistent Systems based in Pune, India, is one such award-winning software company that has championed their collaboration challenges, with strong tangible results and exceptional employee productivity statistics.

However, their story is not simply about discovering how enterprise social software is much more effective than email, phone, and other traditional forms of communication. They are beyond that point in their journey. Read More »

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Productivity Gains Through Culture, Visuality, and Collaboration (Part 4): Building a Business Case for Collaboration

Collaboration is again on my mind as I prepare to board a giant Airbus A380—the largest passenger jet in service today—for the long flight from San Francisco to India via Frankfurt.

I think about the various problems reported about the A380 program. The plane was essentially built in France and finished in Germany. The two locations used different versions of engineering software to design the aircraft’s incredibly complex wiring and electronics. Needless to say, the designs were not compatible, leading to an enormous amount of rework and production delays. This resulted in higher production costs, canceled orders, and billions of euros in lost revenue. It is doubtful that the A380 program will ever be a commercial success for Airbus.

Could more effective collaboration and communications capabilities have prevented this scenario? I think so. In fact, the business case for improved collaboration has never been clearer. Read More »

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