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Collaboration Technology Enables Suburban Town to Scale Smartly

One of the famous axioms in business is, “It’s better to work smarter than harder.” I’ll add one for government employees, “You’d be wise to spend taxpayer money smartly.” The City of Longwood, a suburb of Orlando, Florida, which is known for its historic heritage and small-town charm is doing just that.

The challenge facing the City was its 150 employees were dispersed between ten buildings across town including City Hall, Police Department, Fire Department and Water Utilities. So, when a desktop service request came into the IT department, the IT Manager, Craig Dunn, needed to travel across town to resolve the issue.

Additionally, City employees demanded Read More »

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Streamlining Customer Collaboration

One of the best aspects of my job is the opportunity to meet with customers, partners, and analysts--not just to talk about our industry-leading products, but even more importantly, to listen.  One of the consistent messages I’ve received in recent years is the need for all contact center vendors to streamline and simplify their products, which is why I’m so excited about our recent 9.0 release of Customer Collaboration.  The 9.0 release introduces exciting new features and functionality with an overarching theme – keep it simple. Read More »

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Getting Past the Global: A Chat about Virtual Teams with Arnaud Boue

Collaborative communication is a challenge we all face, especially when we need to communicate globally.  Many of us  know all about the difficulties of working across borders and time zones: with the best will in the world, it can sometimes be a recipe for confusion, exclusion and missed opportunities.

With this in mind, I decided to ask one of Cisco’s virtual collaboration veterans for his take on how to work as a global team, and get it right.

Arnaud Boue is a Cisco Finance Business Manager.  In 2010 he was invited to work on the design of a WW team looking at how to deliver world-class Business Intelligence Services.

His initial approach was, as he puts it, “fairly standard”. He’s the first to admit that things started going awry straight away: “It’s all too common to fall into the trap of miscommunicating common goals, especially when you are working with a multi-national team.  If you don’t ensure that everyone is properly briefed, people usually start to work regionally, not globally.”

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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.

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