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Customer Care Enters the 21st Century

A friend of mine recently joined the rest of us in the 21st Century by getting his first smartphone. Although it was a long time coming, he’s now tweeting, checking Facebook, and tracking his favorite baseball team, the Colorado Rockies, like the rest of us.

Although my friend isn’t a techno-grouch by any means, the way consumers use smartphones to interact with companies is driving a transition in the customer care industry. Not only are consumers increasingly communicating with businesses via new mechanisms such as mobile, but they’re interacting for new reasons. Using the web and social media, today’s consumers learn much more about products and services before they reach out to a business to ask a question or resolve an issue. Gone are the days of “one size fits all” contact centers. Expert, personalized customer care is now the rule rather than the exception.

Modern Customer Collaboration (or Customer Interaction, Customer Engagement, Customer Experience, or even “contact center”) solutions are meeting this challenge by evolving to address not only my friend’s new-found customer service requirements, but the ongoing needs of consumers who stepped into the 21st century long before he did.

Support for current and future mobile applications is critical. Just about every company Read More »

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Get Your WLAN Ready for Google Android L and Apple iOS 8

July 24, 2014 at 5:00 am PST

This fall your wireless networks will experience many devices upgrading to the new Android 5.0(L-release) and Apple iOS 8 releases (cue: IT managers groan). There have now been many blogs attempting to capture the enhancements expected with these releases. Today I am going to focus on describing how Android L and iOS 8 may affect customers deploying Cisco enterprise grade Wi-Fi networks based upon our research and testing of the Apple seed. Our verdict: Carry on with business as usual.

Here are four features we predict will have the most impact your networks:

1. Chromecast and Google Cast Enhancements (Android L)

Rishi Chandra, the Director of Chromecast Product Management announced that, starting with the Android L release, users have the ability to cast to your neighboring devices such as a TV without having to connect to your Wi-Fi network. In the demo, a phone used the cellular connection to connect to chromecast through the cloud. A variety of techniques are used to authenticate the users in the same room OR use a pin-code as an alternative. Users can Google Cast an ecosystem of applications or even their own applications over any Android or iOS device as well as Cloud based apps on Chrome.

Predicted Impact: Given that this feature works transparently to the Wi-Fi, it is expected that there is no impact on the WLAN in your classrooms or dorm rooms or auditoriums where this will most likely be used.

2. Peer-to-peer AirPlay discovery and playback (iOS 8)

Starting with the iOS 7.1 release, AirPlay devices will discover an AppleTV via the bluetooth network. Users could also secure their AppleTV via a 4 digit pin-code. With the iOS 8 release, Airplay devices can also mirror their content via Airdrop. This feature offers an alternative method for customers to discover and mirroring of Bonjour traffic without accessing the corporate Wi-Fi network.

Predicted Impact: Again this feature operates transparent to the Wi-Fi and therefore customers using this feature should not see any impact on the WLAN. Cisco wireless customers also have the ability to use the Service Discovery Gateway on Cisco IOS based switches, routers or wireless LAN controllers or the Bonjour Services Directory on AireOS controllers. Read More »

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Apple iOS 8 and MAC Randomization: What It means for Cisco’s Connected Mobile Experiences (CMX) Solution

As you may have read, Apple’s iOS 8 will come with some changes to the way MAC addresses are exposed in Wi-Fi probe requests. Apple’s intent was to provide an additional layer of privacy for consumers and target those companies that offer analytics without providing any value to the end consumer. We’ve been getting some questions about what this means and how it impacts our Connected Mobile Experiences (CMX)  solution, so we wanted to clear this up for our customers.

What does this mean for you? 

First and foremost, Cisco has always been dedicated to privacy for our customers and their end-users. There are four aspects of privacy that are built into our CMX solution:

1. Anonymous Aggregate Information: All analytics are based on aggregate, anonymized location data.

2. Permission-based: Users have to opt-in to join a Wi-Fi network or download an app

3. MAC Address Hash: Users’ MAC addresses can be hashed before exposing to 3rd party apps

4. Opt Out: End-users are always presented with the option to opt out of location-based services

The true value of CMX analytics for organizations is in aggregate location data to be used for business analysis to improve the customer experience for end-users. Providing customers with high performing Wi-Fi not only keeps always-on mobile users happy and opens the doors to delighting customers with more personalized experiences, but also helps provide more granularity to those aggregate trends to feed back into the experience creation machine. Win-win.

What does this mean for our CMX value proposition? Read More »

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Englewood Cliffs Public Schools System Rolls Out Converged Access

July 21, 2014 at 12:12 pm PST

Englewood Cliffs public schools system, based in Bergen County, New Jersey offers classes to children from K-8 grades. The school system consists of two schools, the North Cliff school serving grades from K-2 and the Upper school serving grades from 3-8. The school system utilizes cutting-edge technology to assist learning from the classrooms equipped with technology, the 1 to 1 computer tablet initiative to the 6th, 7th and 8th graders to upgrading to the best-in-class wired and wireless infrastructure needed to support the advanced technologies.

englewood

At a Glance:

Located in: Bergen County, New Jersey

Number of students: 478

Number of teachers: 39

Access-Points: Thirty three units of 3602i with the 802.11ac module and two units of 3602e

Switch and Controller: Ten units of 3850 Series switch, that offers 40 Gig of line-rate performance even with imix traffic. Wireless LAN controller functionality is run within the switch itself. The switches are deployed in stacks of two and the rest are single switches. The wireless controller functionality is operating on the main stack in each school MDF. Operating in the latest release IOS-XE 3.3.3 Read More »

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Third Time’s A Charm: Cisco is a Leader in the Gartner Magic Quadrant for Wired and Wireless LAN Access Infrastructure Again!

Gartner has released their 2014 Magic Quadrant for Wired and Wireless LAN Infrastructure.  For the 3rd year in a row, Cisco is recognized as a leader in both vision and execution.  We believe this Gartner recognition is validation of Cisco strategy and investments for unified access, policy management and cloud managed solutions.

Cisco’s position in the Wired and Wireless Gartner MQs has been consistent over the past 3 years as the market landscape has shifted we believe validating our commitment to meeting shifting customer priorities and requirements.

Qartner Magic Quadrant 2014
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The complimentary copy of the Gartner document is available to view here.

The 2014 Gartner Magic Quadrant for the Wired and Wireless LAN Access Infrastructure (Authors: Tim Zimmerman, Andrew Lerner, Bill Menezes; Published 26th June 2014) reflects the evolution from prior years and highlights what customers are looking for:

With limited growth in IT resources, administrators require one network management application, one access security solution, one guest access application or one policy enforcement solution with the flexibility to be deployed in a public cloud, private cloud or on-premises. This integration reduces the costs associated with the upfront capital expense of multiple network service applications each dedicated to either the wired infrastructure or the wireless or cloud components. This savings is also extended to the ongoing software maintenance costs of all access layer management, security and policy enforcement components.”

What Does Being a Leader Mean?  Read on for the full story Read More »

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