Voice over IP for business telephony is old news. But when business enterprises like Cisco connected to the outside world, they still used old-world technology. In the past two years Cisco IT has migrated its big connections to the outside world to Session Initiation Protocol (SIP). This move has saved us millions per year, made our contact center service better, and enabled global collaboration without breaking our budget. It has also simplified our internal voice architecture.
Best of all, it has positioned Cisco to build a B2B voice / video network to enable easier partnerships and better B2B collaboration.
Here’s Rich Gore from Cisco IT, to give a quick and simple overview of SIP, and how Cisco IT is using it to build new services, simplify architectures, and save money.
For more information, see these Cisco IT blogs and case studies:
Tags: contact center, ISDN, pri, SIP, SIP trunk, UCCE, voip, webex cca
With Cisco recently closing our fiscal year, I naturally started to reflect on the past year in our contact center business, and on our history in this market. Since Cisco entered the contact center market in 1999, the industry has changed in countless ways. We’ve seen technologies come and go. We’ve seen an explosion in the number of channels customers use to connect with companies. We’ve seen the mobile device become the primary entry point to many contact centers—regardless of channel. And we’ve seen start-ups, new business models, consolidations, and divestitures.
With all of these changes and inflection points over the last decade or so, Cisco has been able to make its mark in the contact center industry. We’ve grown steadily over the last several years. In fact, Cisco became one of the top three Contact Center vendors after only five years in the market. As we’ve continued to grow and lead in this industry, we have shipped nearly 3 million Contact Center agent seats, providing the front line personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years – and the impact that Cisco contact center solutions are making on the level of customer care offered by businesses of all sizes shows no signs of slowing down!
Today, universities fielding more than 25,000 student calls daily, financial institutions using 10,000 customer service agents to answer customer calls and inquiries, and countless other businesses rely on Cisco’s leading Contact Center technology to provide outstanding service and easily manage customer relationships to improve business.
On average, more than 2,600 businesses Read More »
Tags: Cisco, collaboration, contact center, customer service, Gartner Magic Quadrant
One of the things I enjoy most in my role leading Product Management for Cisco’s Customer Collaboration business is listening to our customers and partners to ensure we deliver products that meet their needs. Our focus on delivery and execution sets Cisco apart in the industry.
So I’m very pleased to see that, for the second year in a row, Cisco was recognized as highest in “Ability to Execute” in Gartner’s Contact Center Infrastructure (CCI) Magic Quadrant. Gartner bases Ability to Execute on a number of criteria–including the quality, maturity, and overall breadth of a vendor’s applications; their customer support capabilities; and their ability to deliver solutions in formal contact centers within companies, outsourcers, and service providers. In addition, we improved our positioning in “Completeness of Vision”, with noticeable movement to the right in the June 2013 CCI Leaders Quadrant.
Cisco’s achievement in this year’s CCI Magic Quadrant is the latest recognition that our contact center business is truly firing on all cylinders. The product development aspects Read More »
Tags: Cisco, contact center, customer collaboration, Gartner, Magic Quadrant
In this installment of the “We’re Listening” blog, Steve Young discusses how Cisco’s Technical Assistance Center (TAC) teams are using collaboration processes to solve customer problems faster. Steve is Director of the TAC’s Service Delivery Transformation efforts.
By Guest Contributor Steve Young
In my last blog posting, I discussed what we’re doing to get you, TAC customers, to the right expert, right away, when you need support. This time I’d like to focus on what we’re doing to improve your experience once connected with that engineer. Read More »
Tags: cisco_services, contact center, Technical Support, we-are-listening
I collaborate, you collaborate, we all collaborate. An organizational chart may show hierarchy, but it doesn’t represent how people actually interact within – and beyond– an organization. Our roles don’t affect whether we collaborate, but do influence our needs, priorities, and the devices we use.
There’s a clear advantage to technology that empowers people to engage and creates a consistent user experience so that the interaction essentially the same – anywhere, on any device. Just as our roles differ, so do our collaboration priorities and device needs. But we don’t work only with others in our own role. We need to collaborate with people across the spectrum within an organization.
I use three or more devices to collaborate in a single workday. Frankly, you shouldn’t care. Before you and I talk, we shouldn’t need to take a mutual device inventory to figure out how to connect. If I don’t have to focus on what I’m doing to interact with you, I can focus on the conversation and the whole reason we’re connecting.
We’ve outlined five user personas to illustrate how collaboration technology can best serve the needs of people in different roles. Click through on a persona to get more information and to see the use cases that support their needs. Read More »
Tags: collaboration, collaboration personas, collaboration use cases, contact center, deskless workers, information workers, mobile devices, mobile workers, mobility, user personas