Nearly a year ago some of you began hearing about exciting developments in customer care at Cisco, as we began sharing our vision for Customer Collaboration, which empowers businesses to take a more personal, proactive approach to customer care. Since then we have delivered on the promise of Customer Collaboration, launching three ground-breaking new products last November--Cisco SocialMiner, Cisco MediaSense, and Cisco Finesse.
Zone Labs is using Cisco SocialMiner to track social media sites such as Facebook and Twitter, increase customer engagement across the social media landscape and increase revenue. In the video below, Zone Labs CEO Petter Etholm describes Zone’s new social media strategy with Cisco SocialMiner. Cisco and Zone will be hosting a multi-city TelePresence fireside chat with press and analysts tomorrow to talk further about the changing nature of customer service and the customer-led revolution in customer relations.
Fresh excerpt on our podcast feed pulled from our popular episode ‘Bringing Collaboration to the Contact Center’
How great is it that we now have the ability to broadcast our gripes to anyone that will listen and if we have enough creativity, we can even re-brand ourselves to great acclaim. But how challenging is this for a business who may be making attempts to not only broadcast a message in these new ‘social media’ channels…but is also realizing that these are great listening posts as well? There are lots of free tools for doing this but they are next to impossible to integrate into the customer service framework that has been built and perfected over the years.
The combination of challenges and opportunities available to us these days are not limited to social media. The root issue here is that our modes of communication, the channels if you will are shifting -- some of these are really taking root (video for instance) and others are either maturing (audio) or on the brink of acceptance (twitter/facebook).
Today’s show is about the tools you can employ to respond to this reality today AND set yourself up for success no matter which way these things may shift.
Tina Shakour, our TechWiseTV Collaboration Expert assembled a great set of topics and hands-on examples for us to dive into for this, Episode 76 -- ‘Collaboration in the Contact Center‘
Tina knows where to go for answers and she started at the top.
Cisco maintains a dedicated infrastructure of call systems to serve the company’s 110 contact centers worldwide. Our infrastructure includes two Cisco Unified Intelligent Contact Management Enterprise (ICME) systems for global call routing and six Cisco Unified Communications Manager (UCM) systems for call handling within a region or a strategic company location.
We have a lot of different contact center teams and, over the years, we weren’t consistent in the way we upgraded the Cisco UCM software at each of the sites, which led to several problems: