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The Benefits of Listening and Delivering in Customer Care

One of the things I enjoy most in my role leading Product Management for Cisco’s Customer Collaboration business is listening to our customers and partners to ensure we deliver products that meet their needs.  Our focus on delivery and execution sets Cisco apart in the industry.

So I’m very pleased to see that, for the second year in a row, Cisco was recognized as highest in “Ability to Execute” in Gartner’s Contact Center Infrastructure (CCI) Magic Quadrant.  Gartner bases Ability to Execute on a number of criteria–including the quality, maturity, and overall breadth of a vendor’s applications; their customer support capabilities; and their ability to deliver solutions in formal contact centers within companies, outsourcers, and service providers.  In addition, we improved our positioning in “Completeness of Vision”, with noticeable movement to the right in the June 2013 CCI Leaders Quadrant.

Cisco’s achievement in this year’s CCI Magic Quadrant is the latest recognition that our contact center business is truly firing on all cylinders.  The product development aspects Read More »

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How Secure is Your Secure Access?

In June, I attended the Gartner Security Summit in Washington, D.C. where I was asked by quite a few security executives, “My network folks just bought ISE, but what is ISE and what type of security does it provide?”  Fast forward to July, and I wish I had this SANS review on ISE to offer a month earlier.  (SANS, as many security professionals know, is a highly regarded organization on IT security and cyber security.) Read More »

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Natural Selection On Full Display in the Server World

Recent results clearly reinforce the growing understanding that Cisco has unleashed a more highly evolved and effective solution into the computing ecosystem.   While the principles outlined by Charles Darwin in Origin of the Species can stir controversy, I find them to be an accurate model for technology evolution and quite useful for describing how we’ve arrived at this latest watershed in the x86 server market.

Our first observation would be the extremely rapid rate of customer adoption  for Cisco’s Unified Computing System (UCS).  Darwin would tell us that there must be significant advantage in “fitness to purpose” inherent to UCS that have driven this velocity.  This is certainly true.  Looking back at where we’ve been and how we’re positioned to go forward, here are key factors I see at play that create these advantages for UCS adopters:

  1. Primitive incumbents in the server industry attempted converged infrastructure by choosing to combine compute and storage first. Cisco chose to converge compute and fabric first.  This is a critical threshold event because it turns out that most optimizations for virtualization and cloud are fabric-oriented.   With our Virtual Interface Cards  we made server NICs and HBAs part of the fabric, not part of the server, a significant mutation in computing design.   Further, Cisco abstracted every single identity and configuration element for servers, network access and storage into a programmable software model – inventing fabric computing with stateless servers.  Simple. Flexible. Resilient. Advantage: UCS
    Read More »

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One Network for the BYOD Challenge

In my previous posts, I discussed with you the importance of unified policy and management as you respond to the bring-your-own-device (BYOD) trend. The Cisco Unified Access solution brings “One Policy. One Management. One Network” to help you with your BYOD initiatives. Today I’ll take a look at the third pillar of Cisco Unified Access, One Network. I’ll explore with you what it means and why it is a critical factor as you take on BYOD.

The workforce is increasingly going mobile. According to research firm Gartner, tablets will be the key accelerator to workforce mobility. A Gartner 2012 report suggested that annual tablet purchase by businesses totaled 13 million units and this number would more than triple to reach 53 million units by 2016. Such rapid mobile growth calls for major wireless network expansion. Market data from Infonetics showed that global wireless LAN equipment sales in the 3rd quarter of 2012 passed the $1-billion mark for the first time.   Read More »

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New Cisco Jabber for Virtual Environments Provides Superior User Experience

As a technology guy, I’m always fascinated to see what new gadgets and technologies get announced at CES.  Some are pretty cool; some I think will only make it to the headlines.  In the end, which gadget will enjoy large-scale adoption and best empower the user?  The one that best meets the user needs with a superior user experience.

Similarly, Cisco’s announcement today  is all about providing a superior user experience to virtual desktop users and truly empowering them to reach new levels of productivity.  With the new software-enabled Cisco Jabber for virtual environments and integrated UC accessories Cisco is continuing to evolve the virtual desktop into a virtual workspace and pursuing a long-term software strategy for Cisco Virtualization Experience Infrastructure (VXI).

According to Gartner, Read More »

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