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Customer Collaboration takes the Big Stage at Cisco Live

Those of you who have been to Cisco Live know what an incredible, near-overwhelming experience it is.  Cisco Live is such a big event that there’s simply too much going on for any one person to take it all in.  Against such a busy backdrop it can be hard for a product family to stand out, and yet that’s exactly what Customer Collaboration accomplished at this year’s show.

Customer Collaboration enjoyed prime real estate in the main Cisco booth at the World of Solutions, where we showcased core customer care products like Cisco Unified Contact Center Enterprise and Express, along with innovative offerings such as Cisco Finesse (our Web 2.0 agent workspace), Cisco SocialMiner (delivering proactive, social media customer care), and Cisco MediaSense (our network-based recording platform)A common reaction Read More »

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Security, mobility, and BYOD: ask the experts in a TweetChat

We all know that IT and business leaders are starting to accept, and in some cases embrace, the “bring your own device” (BYOD) movement in the enterprise and what the implications are for service providers. As we collaborate using our own devices at work, how is this affecting your security in the network?

Join Cisco experts on August 2, 2012 at 9:00 a.m. PT in an open discussion where we’ll take your questions and address your security concerns regarding BYOD and mobility.

Co-moderators:

Panel participants: Read More »

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Extending Global Communication

In real estate, location, location, location is the most important thing to remember.  It doesn’t matter the condition of the house, the color of the walls, or whether or not there are stainless steel appliances. All of that is cosmetic and unimportant, as long as you are in a desirable neighborhood with safe streets and a grocery store nearby.

The only downside is that once you buy that house, you are locked into one location for the life of your mortgage payments.  The thought is daunting and requires quite a commitment.   Location can be a blessing or it can be something that holds you back.

For the 194 member states of the United Nations that participated in the United Nations Framework Convention on Climate Change (UNFCCC), however, location was not a cause for concern.  For their 17th annual Conference of Parties (COP17), member countries from across the globe gathered to debate climate change strategies with a goal of coming to a global political deal between all attendees. 

Committed to their mission of reducing impact on the environment, the United Nations chose Cisco to provide HD and quality video communication tools and web conferencing capabilities for its expected 20,000 attendees to participate.  With trust in Cisco’s stable and secure communications network, attendees were able to engage face-to-face in conversations with each other from telepresence rooms and via desktop video from all around the world.

COP17 represents a milestone in the ability of the international community to work together on climate change by leveraging virtual collaboration capabilities as the parties agreed to adopt a universal legal agreement on climate change by 2015.  Disparate locations could have limited the UN’s ability to effect transformation in global sustainability, but instead, TelePresence enabled each participant to bring his or her perspective from all across the globe to make change.

Read more about COP17 here.

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Cisco Customer Collaboration: Moving Full Steam Ahead

As we continue our march to #1 worldwide market share in contact center, guidance and input from the analyst community, partner ecosystem and valued customers is critical. The last few months marked three important Customer Collaboration events for Cisco, which helped validate our messaging and execution plan, as well as educate these key audiences on our solution portfolio.

The Cisco Customer Collaboration Partner Sales Summit was Read More »

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Productivity Gains Through Culture, Visuality, and Collaboration (Part 2): The Importance of Organizational Culture and Leadership

In my previous post, I described the challenges senior management faces in scaling collaboration capabilities to address business needs and the way work is done today.

Electronic and whiteboard displays, lean practices, and collaboration tools by themselves are clearly not enough. Management needs to take a holistic approach to develop and integrate capabilities in three areas to address the challenge of capturing the next wave of productivity gains: culture and leadership, extended workplace visuality, and pervasive collaboration.

Organizational culture and leadership are probably the single most important factors in enabling gains in employee productivity and innovation that result from knowledge work. Morten Hansen, in his book Collaboration: How Leaders Avoid the Traps, Create Unity, and Reap Big Results, provides an excellent perspective on what management can do to identify barriers to collaboration and design solutions to overcome them. Most of these barriers are cultural and particularly severe in large global corporations with multiple business units, complex matrix organizational structures, and operations that span multiple countries. Read More »

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