Those of you who follow my blogs know about the tremendous, sustained growth in Cisco’s contact center business over the last several years. For example, in the last four years Cisco has closed the market share gap on Avaya/Nortel by nearly 23 points worldwide and by over 33 points in North America. If this trend continues, Cisco will overtake Avaya for #1 market share worldwide within the next three years, and in less than two years in North America.
We began our drive to #1 in North America, but other regions of the world are repeating that success. Asia Pacifc, India, and the Middle East represent key growth regions for us, and to help provide insights into those areas I recently spoke with the CEO of Servion, Mr. Balakrishnan “Bala” Kavikkal. Servion is an accomplished specialist in Cisco customer care implementations, with over 1000 deployments at large enterprises, multinational corporations, and telecommunications service providers handling hundreds of millions of calls annually.
Bala described some of the key transitions he’s seeing in the customer care market, which include the ever-increasing pressure on business’s gross margins as they strive to meet rising customer expectations on an explosion of customer interactions across a variety of channels. Businesses are also starting to embrace Opex spending for cloud and as-a-service customer care solutions. Cisco’s portfolio of customer care products helps Servion thrive in the midst of these market transitions and spending models.
I asked Bala why Servion chose Cisco’s customer care solutions to fuel its own business growth, and to share his perspective on why Cisco and Servion have achieved so much mutual success. Read More »
Tags: Cisco Customer Collaboration, contact center, customer collaboration, market share
A phone system that doesn’t work means business lost. After all, if you can’t interact with customers and staff, productivity goes down while frustration goes up.
When Oticon, a company that manufactures and distributes hearing aids in the U.S., first met with Cisco Master Unified Communications Partner Alliant Technologies, their phone system left much to be desired. Some of the challenges included the system’s lack of scripting support and its inability to integrate with other applications.
In this video, we hear from Oticon IT Director Lars Anderson who talks about his experience with Alliant and the process of setting up the company’s entire Unified Communications and Contact Center.
What was it like working with Alliant and how can customers find partners in their area with the specialties they need? Keep reading…
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Tags: alliant, Cisco, contact center, ip phone, master, oticon, partner, unified communications
Like many people, I’ve raised my expectations of the products I use and the companies with which I do business, both personally and professionally. As my choices of vendors have expanded, so have the criteria by which I measure them.
At one point, the smallest price tag won the battle. I didn’t always get the best result, but I saved some money. I can get a whole lot more store-brand ice cream for my dollar, but it’s never as good as Ben & Jerry’s New York Super Fudge Chunk. Never.
Product quality, convenience, brand reputation, price, previous experience, are all in the mix. Increasingly, customer service is taking a greater role. I want to work with companies that want to work with me.
Collaboration technology gives you more avenues to interact with and serve your customers. Make it easy to be your customers. The efforts are worth it. In a new white paper, titled “Turning Customer Service into Customer Collaboration,” ZK Research says “the time is now for companies to use collaboration tools to evolve customer service.” Read More »
Tags: AAA, collaboration, contact center, Customer Care, customer collaboration, Hilti, NHS BSA, twitter, white paper, zk research
The March 2012 issue of Customer Relationship Management Magazine presents the editors’ annual Service Leader awards. Building on our success in previous contests, Cisco customer care products received awards in two categories this year.
For the first time ever, Cisco claimed the top spot among Interactive Voice Response vendors, standing out in particular for our “company direction and depth of functionality” in IVR. This award underscores Cisco’s continued success in this market, where we were recognized last summer as the world’s leading IVR vendor.
Cisco was also applauded by CRM Magazine as a “Leader” in Contact Center Infrastructure. Noted industry analyst Paul Stockford commented that, “In the past couple of years, Cisco has rocketed past the competition with a sharp focus on the future of the contact center and the demonstrated ability to deliver on its vision.”
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Tags: Cisco, collaboration, contact center, Customer Care
Both mid-sized and large enterprises know the value of employee collaboration to increase productivity and give the business a “leg up” on its competitors. As more businesses make sizeable investments into collaboration technology, it’s important for them to select products and services that not only meet their unique needs but also encompasses a comprehensive solution from the ground up that caters specifically to increasingly mobile employees.
Today, Sprint announced the availability of Sprint Complete Collaboration, a bundled service that gives customers a full UC solution that can be quickly and easily deployed over an all IP network. This Sprint solution is based on Cisco’s Hosted Collaboration Solution which gives partners, including service providers and integrators, the ability to deploy multiple collaboration applications on one server in a virtualized environment and then host those applications for multiple client organizations. The solution is designed to be run from partner data centers.
What does this mean for the end users who are increasingly on the go? It means being able to access collaboration applications from any device (smart phone, laptop, tablet – you name it) anywhere at any time. It’s instant collaboration designed for today’s distributed enterprise; a feat that is best achieved when an organization opts to deploy a collaboration solution that – at its foundation – is keeping the bigger picture in mind: that these days, employee collaboration is no longer bound by “office walls.”
Sprint’s news validates the demand for a collaboration solution that allows service providers to leverage their own infrastructure to differentiate and drive fixed mobile convergence. We announced this new feature last December with new mobile features to HCS. As one of our first customers to announce availability of this feature, we are thrilled to see that the market is seeing the value of extending this feature to their subscribers. Read More »
Tags: Cisco, Cisco Jabber, cloud collaboration, Cloud Computing, collaboration, contact center, customer, customer collaboration, Hosted Collaboration Solution, hosted contacted center, hosted unified communications, jabber, Sprint, Sprint Complete Collaboration, unified communications