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What Does the New Collaboration Experience Mean to You?

For me, collaboration in business is about people working together across functions and disciplines from the C-Level suite all the way down to the mail room. It’s about the experience. When people get intellectually and emotionally involved with others through collaboration, it’s that set of experiences, thoughts, and feelings that bond them together in a common cause.

More businesses are recognizing that critical relationships with both their internal constituents and external stakeholders—employees, partners, investors, media, and customers—are about the collection of experiences and touch points those audience members and key collaborators have with their organization. So, if collaborative relationships are a continuum of experiences, then it follows that businesses should optimize those experiences for maximum impact. To learn more about how the customer care industry evolved to focus on “the complete experience,” click here.

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The UK Press Perspective on Customer Collaboration

As I’ve blogged recently, we are in the midst of a significant push in the UK contact center market.  Customers, partners, and key influencers have validated that we have the right strategy, vision, and ability to execute to make a real change in the market.  Coming out of my visit to the UK, are two articles published this week that do a great job of explaining how we are competing in the market.

First, Neil Davey in mycustomer.com, details a conversation that he and I had along with Andy Chew, one of our senior collaboration sales leaders in Europe.  The full article/interview is here: http://www.mycustomer.com/topic/social-crm/ciscos-plots-aggressive-customer-collaboration-expansion-uk/133446#

Additionally, Alex Blyth in the lead story of “Fifty Reasons to Love Call Centres” a special supplement in Saturday’s London Times, outlined a number of changes in the customer service market, including our perspective that self-service should be used appropriately, but is not a catch-all for all customer requests.  The supplement can be found Read More »

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A Partner’s View on the Changing UK Contact Center Market

As I mentioned in yesterday’s blog “Customer Collaboration Takes the UK by Storm”, a big part of my week in the UK was spent meeting with key channel partners.  One of those partners, Touchbase, made it clear that they see the same changes that we’re seeing in the market. Formerly Avaya’s largest partner in the UK, Touchbase began seeing changes in the market a few years ago—so much so that they transitioned their business entirely from Avaya to Cisco.

Mike Danson, Managing Director of Touchbase UK, shared some thoughts with me in a short video here: http://communities.cisco.com/videos/8619.

Beyond the video, Mike shared with me the investments that Touchbase is making in being able to demonstrate Cisco Customer Collaboration to customers at its new Executive Briefing Center and also shared a quote from one of their clients, Irwin Mitchell Solicitors, a 2200-person law firm with more than 300 contact center agents on Cisco Unified Contact Center Enterprise.  The firm’s Group Operations Director, Gary Jackson, said, “Our communication infrastructure lies at the heart of our business. It’s therefore crucial that we have the support of companies like Touchbase who can offer their expertise and knowledge to help ensure we can continue to grow.”

I also love to hear about customers and partners that are seeing success with Cisco solutions.  That’s certainly the case with Touchbase, and I look forward to seeing more of that success as we continue to focus on the UK market.

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Customer Collaboration Takes the UK by Storm

I spent last week in the UK meeting with a host of customers, partners, consultants, analysts, and reporters.  After a busy and intense week of long days (and a few evenings), I can say that I have never seen a market so ready for Customer Collaboration and for how Cisco is approaching this market.

Over the next several days, I’ll be sharing some specifics in additional blogs, but I thought I’d kick things off with a summary blog.  Beginning with my first day of meetings, I was struck again by the enthusiasm of the Cisco sales teams for Customer Collaboration, reinforcing what I blogged about recently in “Cisco Customer Collaboration driving aggressively to #1.”  The reporters I met with keyed in on important aspects of Customer Collaboration, including social media and cloud-based contact centers; they were also particularly interested in customer stories. I will be sharing more on my press interactions as articles are published in the coming days and weeks.

Speaking of customers, James Hughes, the global communications manager for our customer Investec, was very interested in Read More »

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Driving Global Growth in Customer Collaboration

Today I’m boarding a flight to London, where I’ll spend the next few days meeting with analysts, consultants, and the press to highlight how the United Kingdom is a key growth area for Customer Collaboration and Cisco’s contact center business in general.  I’ll also be spending time with key customers and partners as we continue to focus on their success in customer collaboration.  I always enjoy meeting with our customers, so I’m really looking forward to having a “fireside chat” with UK-based SpecSavers, who have proven very successful with our customer collaboration solutions.  In the end, customer successes like this are what’s fueling Cisco’s rise to the top.

Of course, we have seen significant customer successes across all of our geographic theaters, with lighthouse customer wins, major shifts in partner mindshare and wallet share, as well as awards and other recognition.  Along with these key global proof points, we have seen that the foundation for our march to #1 has already been strongly set in North America, where our market-changing delivery of Customer Collaboration has been affirmed by the press and industry analysts.

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