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Cisco Announces New Cloud Collaboration Capabilities and Deployment Options

In meeting with customers and partners, I hear repeatedly how key market transitions – mobility fueled by the Bring Your Own Device (BYOD) trend, cloud as a delivery model and the pervasive use of video – are dramatically shifting how organizations communicate and collaborate, both internally and externally.  They want to collaborate from anywhere, at anytime, and on any device — with a superior user experience. For maximum business benefit, they want to accelerate collaboration services across their organization. They want options and they need agility.

Today, Cisco unveiled multiple enhancements to our Cisco Collaboration portfolio — delivered via public, private, hosted/managed cloud models — that provide customers access to an expanded set of market-leading collaboration offerings.  Customers have greater choice in how they deploy collaboration offerings based on their specific needs or requirements.  They also have new options for accelerating collaboration across their business quickly, securely, and reliably. Read More »

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Cisco is the World’s #1 Interactive Voice Response (IVR) Vendor

As we announced at the recent Customer Collaboration Partner Sales Summit, the latest independent industry report from market analyst Tern shows that Cisco is the #1 interactive voice response (IVR) vendor by a wide margin, with over 41% market share compared to just 16% for #2 Genesys and less than 13% for #3 Avaya/Nortel.  Cisco enjoyed over 30% growth in our IVR business from CY2010 to CY2011, compared to just 4% for Genesys and 3% for Avaya.

These fantastic results are a testament to 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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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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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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