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
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
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
A recent landmark study by BenchmarkPortal showed that Cisco-based contact centers have a nearly 17% lower average cost per call than contact centers not using Cisco. A medium-to-large contact center can handle millions of calls a year, so these are tremendous savings. At the same time, the study reveals that companies using Cisco-based contact centers enjoy customer satisfaction rates more than 3% greater than companies using other vendors’ technology. Given that a fraction of a percentage increase in customer satisfaction can have a major positive impact on business profits, this too showcases why Cisco is creating such a buzz in the contact center market. You can access a presentation of the study results here.
In less than ten years, Cisco has evolved from a newcomer in the customer care industry to a leading worldwide technology provider. Last summer we were recognized for the first time as the world’s leading Interactive Voice Response (IVR) vendor. Cisco is currently #2 in the worldwide contact center market, and we are driving aggressively toward number one.
Contact center is at the core of our collaboration strategy at Cisco. We are delivering innovations in Customer Collaboration, which combines traditional contact center technology with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics to empower businesses to forge deeper, proactive relationships with their customers.
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Tags: Cisco, collaboration, contact center, customer collaboration
Cisco’s contact center business is on a roll, as companies of all types and sizes embrace Customer Collaboration at an ever-increasing rate to forge deeper, more proactive relationships with their clients.
Today’s press release showcases three such companies-- CareCore National, Skowhegan Savings Bank, and AAA of Western and Central New York--who, although very different, are all transforming and growing their business with Customer Collaboration.
These companies highlight the widespread applicability and benefits of Customer Collaboration, which combines proven, traditional contact center technology with the power of social media, video, web 2.0 agent workspaces, and network-based recording to allow businesses to closely interact with customers in ways that were never before possible.
Each of these companies is different, with its own unique requirements for interacting with customers. But Customer Collaboration from Cisco offers something for all of them—a way for Skowhegan Savings Bank to connect with existing and prospective clients via Cisco SocialMiner and Cisco Unified Contact Center Express, a platform including Cisco Unified Contact Center Enterprise and Cisco MediaSense for CareCore National to deliver a better support experience for its physician clients, and an integration of Cisco Unified Contact Center Enterprise with workforce and quality management solutions for AAA of Western and Central New York to connect more efficiently with its growing customer base.
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Tags: Cisco, contact center, customer collaboration, social media, Social Miner