Remember when moustaches were cool? For those who weren’t paying attention, it was back in the 1980s when Tom Selleck--sporting that signature facial hair--ruled the T.V. airwaves as private investigator Magnum, P.I. Most guys old enough to shave (or who thought they were) tried to proclaim their manliness with a Magnum-style moustache. We thought 128 kB of RAM and the 5 1/4″ floppy drives on our IBM XT personal computers were pretty neat, too.
The early 80s were also the last time many consumers thought that contact centers--or call centers, as they were known then--were cool. People appreciated being able to call businesses if they had a question about their bill or needed product information (remember, those were the Dark Ages before the internet). But as related in a noted white paper, contact centers soon became more about minimizing costs than providing exceptional customer care. And of course we started getting annoying telemarketing calls in the middle of dinner.
In the last couple of years, however, customer care has begun to swing back in favor of the customer.
Many highly successful companies have a common characteristic- their customer care strategy is supportive of, and in alignment with, their corporate brand strategy, often driving to provide a consistent customer care experience, irrespective of the channel used for customer engagement.
Customers’ expectations and demands are growing and changing rapidly. Customers today are different from yesterday. They want to be helped quickly, efficiently, and on their terms. Businesses must learn to successfully deliver against these customer expectations.
Cisco’s broad partner ecosystem plays a pivotal role in helping businesses achieve these desired outcomes. This includes delighting their customers, and winning (and keeping) new business. Cisco collaborates every day with hundreds of established partners who have a wealth of experience and expertise in the customer care industry and our solutions. As trusted advisors, Cisco’s channel partners are positioned to deliver unique value-add services.
Along with our partners, Cisco makes tremendous investments in our partner ecosystem and our shared momentum continues to build. We recently hosted Cisco Customer Collaboration Sales Summits in the Americas and in Europe, bringing together over a thousand partners, developers, and Cisco sales experts to learn and share best practices. Read More »
The industry is going beyond BYOD—it’s not just about simply connecting the device anymore: the mobile landscape has grown to include apps, devices and content, all of which require security and management. This is no easy task. Enterprise mobility management (EMM) is no longer a nice-to-have for our customers—it is a necessity. You need a mobile strategy.
We at Cisco have been steadily building out our mobility portfolio across infrastructure, policy and management over the past few years to provide our customers with what they need to get ahead of the mobile trend.
It has always been Cisco’s strategy to use open API’s with ISE to integrate with host of 3rd party EMM vendors, including Citrix, MobileIron, Airwatch and many more. We are now extending that flexibility to create a cloud-managed EMM offering with our Cisco Meraki solution. The latest addition to the Cisco mobility portfolio, the Cisco Meraki Systems Manager Enterprise is an evolution of Cisco Meraki’s existing MDM cloud offer, and a natural extension of the Cisco Meraki network management solution (e.g. extending management of wireless access points to the management of devices connecting to the enterprise domain).
Cisco is committed to customer choice, and will continue to offer different options to the market, including ecosystem EMM partner solutions. The addition of the Cisco Meraki Systems Manager broadens that portfolio to strengthen our offering and empower our customers attain the mobility solution best suited for their specific requirements.
We’ve all been there, seen it, and even done it ourselves. We’re talking or texting on our phones while walking around the isles of our favorite store. Half the time people are in a venue they’re more fixated on what’s happening on their phone than what’s around them. What about those brick and mortars around us? How can they get our attention when our noses are in our devices?
The way people use their devices may never change, but the way in which businesses interact with their mobile phone loving customers can. Cisco’s Customer Mobile Experiences (CMX) solution provides businesses with the technology to leverage the mobile trend to their advantage by serving smartphone carrying visitors, guests, passengers, shoppers and students location-based services to get their attention.
Among these tools is a valuable set of API that can unlock location-based services, such as indoor navigation and push notifications to create a more personalized mobile experience. Read More »