Cisco Blogs


Cisco Blog > Collaboration

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 »

Tags: ,

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.

Read More »

Tags: , ,

When is a Visit from the Fire Marshall a Good Thing?

Our recent Americas Customer Collaboration Partner Sales Summit in Natick, MA brought together nearly 300 partners and Cisco attendees for two days of product updates, live demos, best practice sharing, networking, and interactive discussions.  Over the course of the event, some key discussion points included the clear shift in the contact center market toward Cisco, and the power of Cisco’s full Collaboration portfolio in helping to deliver Customer Collaboration solutions.

This annual event has become so popular--and the general demand for expertise in Cisco contact center solutions is so great --that our meeting room was filled beyond capacity by partners eager to work with us.

Although we didn’t in fact receive a visit from the Natick fire marshall, if we had it would have only underscored that all the momentum in the contact center industry is clearly with Cisco as we continuing driving to #1 in the market.

Tags: , , ,

Not All Contact Centers are Created Equal

Contact centers have been around for decades, and since it is a mature technology, potential buyers sometimes believe there is little difference between the offerings from the various vendors.  Nothing could be further from the truth!

While it’s certainly true that the major contact center vendors can provide traditional functionality such as interactive voice response (IVR), skills-based routing to agents, and associated reporting, the question then becomes “And what else?” Although traditional contact center functionality is still vital to customer care, the industry is evolving as businesses of all sizes strive to provide customer care in the manner in which today’s customers wish to be served.  This transition to what Cisco first defined as Customer Collaboration combines traditional contact center technology and processes 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.

When you think about implementing or upgrading a contact center, have you considered how your business or organization will keep pace with today’s consumers?

Read More »

Tags: , , ,

Cisco Customer Collaboration Driving Aggressively to #1

Cisco’s contact center business is growing more than twice as quickly as the market, and we are driving aggressively to become the #1 vendor worldwide.  As I talk to customers, press, analysts, consultants, and partners, I continue to see momentum on our side.  Market trends, changes in the competitive landscape, and customer desires are all responsible for this momentum.  Of course, I think that we are creating some of this momentum for ourselves as well.  Let me share some insights.

Contact center has become mainstream within Cisco, a real change from the niche market view of customer care that the company had in the past.  The talented Cisco sales force has embraced our industry-shaping innovations in Customer Collaboration, which combines traditional contact center technology and processes 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. Customer collaboration empowers our own customers to succeed, and there is clear focus on this market, starting with key Cisco sales executives, who exhorted the Cisco sales team at the global sales kickoff in August that, “The time is now for Cisco to stand up and claim leadership in Contact Center.”  Needless to say, hearing that from one of the top sales leaders in the company put an extra spring in my step.

Read More »

Tags: , , ,