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 »
Tags: collaboration, contact center, customer collaboration, Interactive Voice Response, IVR
Last week we wrapped up the US version of Cisco Live in San Diego, California. Of all the events Cisco hosts worldwide, Cisco Live is potentially the most anticipated among our customers, partners, and staff alike. It’s truly amazing to have 17,000 users all in one place and it gives me an exceptional opportunity to hear firsthand about your concerns, interests, and strategies.
I heard two themes from you last week. From Read More »
Tags: Cisco Jabber for iPad, cisco live, Cisco WebEx, collaboration, collaboration applications, customer collaboration, TelePresence, unified communications
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