Good news: Customers are becoming people in 2013. It’s prediction season. The blog world is ripe with posts of premonitions and predictions for every horizontal, vertical, and diagonal cross-section of business, science, and life in general.
The year’s predictions for customer service have a strong focus on people and experience. Look back just two years and you’ll see a greater emphasis on the process and operational pieces of the puzzle. Then, customers were essentially the sum of their activities and accounts. Today, they’re people and need to be treated as such, especially with the power that social media affords them to share opinions, feedback, and feelings about their interactions as your customer. (Feelings? Not those! Can I even mention those in a corporate post?!)
Some common phrases pop up in this year’s predictions: experience, multichannel, social media, differentiation, personalization, collaboration.
Contact centers are moving beyond transactions to relationships. Service is becoming a competitive differentiator. Creating more interactive and collaborative customer relationships is making a difference. Customer satisfaction is about more than making sure the customer gets the product and that the product works. It’s about creating loyalty so that customer comes back and becomes your advocate.
How can collaboration technology help along the way? The following use cases provide several options and benefits: Read More »
Tags: Call Center, collaboration, collaboration use cases, contact center, Customer Care, customer collaboration, customer service, remote expert, social media
By Shaun Kirby, Director, Innovations Architecture
Internet Business Solutions Group
If anyone still doubts the overwhelming complexity of today’s data deluge, Eric Schmidt, the chairman of Google, offers some poignant perspective. In a recent book, “The Human Face of Big Data”, he observes that from the dawn of civilization until 2003 humankind generated five exabytes of data. Now, we produce more than five exabytes of data every two days.
Those torrents of information may be intimidating, but they also promise great opportunities. Indeed, Big Data has been touted as an answer to many problems. Looking for customer buying patterns? Retailers have petabytes of purchasing history. Need to test a new drug? There are terabytes of patient data to be analyzed. Launching a new product? A mountain of social media data awaits you. Read More »
Tags: Big Data, collaboration, Complexity, data analytics, data in motion, Enterprise, H2M, Human to Machine, Internet of Everything, internet of things, IoE, IoT, M2M, Machine to Machine, P2M, people to machine
A belated Happy New Year from Cisco Live London 2013! This is our last year in London, and it was an excellent sendoff bringing the latest for medianet to our great partners and customers in the European market. With the greater adoption of medianet technologies, we saw the incorporation of medianet features within the general design sessions related to Jabber deployment, to Access Switching, WAN Network Designs  and even a few Management  sessions. (Some of the session links provide a video capture of the session as well as a download of the content)
Meanwhile, the event brought an introduction to Medianet Flow Metadata  as well as Media Services Proxy , which allows the sharing of attributes of flows with the network. The network can then use these attributes for advanced classification, for example, to match the audio leg of a Jabber for Windows session. We had a demo station setup where we showed the quality of metadata-based classification of Jabber video compared to other forms of video that did not benefit from advanced classification. Of course, there were a number of other demo stations showing the network management utilization of medianet features for monitoring and reporting on network performance, namely Performance Monitor  and Mediatrace .
Read More »
Tags: Cisco Live London, collaboration, medianet, rich media applications, video
Have you noticed how the communications and collaboration paradigm has evolved in the last few years? Younger generations use and prefer text messaging (SMS and IM) way more than e-mail. And when given a choice, they will go for a video-enabled, face-to-face interaction, skipping voice-only calls completely. This acceptance of video as a primary vehicle for communication is making a strong presence in the enterprise as a business need. For the emerging workforce, quick, simple video communication is a requirement – not a nice-to-have capability – as they intuitively understand how this form of communication is crucial for their productivity and effectiveness.
Like many other technologies and market trends, such as social networking, video is coming to the business environment from the personal consumer environment. Its effect on the way businesses interact internally and externally with customers, partners and providers is completely changing the game and opening new opportunities to create competitive differentiation and broaden reach and impact.
Deploying video without careful planning can easily turn a great idea into a disappointing mess. From our experience in deploying millions of endpoints for thousands of customers around the world, we’ve learned a few things that can help ensure your video deployment is smooth and successful. Here are five tips to achieve success:
1) Ensure interoperability Read More »
Tags: business video, Cisco, collaboration, interoperability, pervasive video, TelePresence, video deployment
Cisco Gold Certified Partner Gen-i today announced the launch of ReadyCloud Collaboration, a hosted collaboration-as-a-service solution based on Cisco’s globally recognised Hosted Collaboration Solution (HCS) platform.
ReadyCloud Collaboration will bring together Cisco’s international strength and Gen-i’s proven local knowledge, coverage and infrastructure to deliver a flexible, highly secure and cost effective hosted collaboration service to New Zealand businesses.
Read More »
Tags: cloud, collaboration