Last week I was at Westminster Central Hall in London for the EMEAR and UK&I Customer Collaboration Sales Summit. It was great to hear about some of the successes that our partners and customer are having, and some of the new developments in Cisco Customer Collaboration solutions.
One of the highlights of the summit was listening to my colleague, Zack Taylor talking about customer experience. He outlined some of the ways businesses are measuring customer satisfaction and building cross-functional programs in which the contact center plays a key role. In his session, Zack discussed three popular metrics that business leaders are tracking:
- Effortless Experiences: Proponents of the Low-Effort measure argue that customers will become loyal to companies that deliver low-effort interactions over those who strive to provide a dazzling experience but are more difficult to engage with.
- Net Promoter Score: Developed by Frederick Reichheld of Bain & Company, the Net Promoter Score provides a simple way to measure a company’s performance. It provides qualitative data that can help companies improve their customer experience by assessing the willingness their customers to enthusiastically promote (or not) their product and services to friends, colleagues, or family members. Read More »
Tags: Cisco, collaboration, contact center, customer experience, Hosted Collaboration Solution, unified contact center express
As we meet with key customers, partners, and industry analyst around the world, there continues to be growing interest in cloud-based services for contact center and customer care, among other technologies. At Cisco, our focus for the customer contact business is to enable companies to provide customer care, in a flexible fashion, to support their corporate brand and customer experience strategy, regardless of the deployment model.
Cloud-based contact centers have moved into the mainstream, and the trend shows no signs of slowing down anytime soon. Businesses of all sizes and industries who move their contact center to the cloud are reaping the benefits, including rapid deployment, flexible scalability, pay-as-you-go pricing and access to the latest technologies and upgrades. In some cases, these are key differentiators between businesses that lag behind and those that thrive.
Migration to the cloud is not an all or nothing endeavor. In some cases, Read More »
Tags: Cisco, cloud, collaboration, contact center, Hosted Collaboration Solution
The cloud is here and here to stay. No one expects a wholesale move to the cloud overnight, but I’ve been hearing recently from numerous customers whose journeys are well underway, and some common themes are emerging as businesses explore various deployment models. Business agility, flexibility and balance sheet liquidity will drive cloud adoption, and, as the popularity of hybrid models increases, users will demand a seamless end-user experience between the cloud and on-premise systems.
A few weeks ago, I included these themes in my predictions about the future of cloud collaboration. This week I had the chance to speak with two Cisco customers about why issues such as flexibility, cost savings and user experience drove them to deploy cloud collaboration technologies and other cloud solutions. Sheila Jordan, senior vice president, communication and collaboration IT, co-hosted the discussion with me and offered her insights from an IT perspective. She also recapped the discussion, sharing some specific tips for how IT managers can best take advantage of the cloud.
John Jackson, vice president of global infrastructure and vendor management for D+M Group, said that he can relate easily to the prediction about business agility, flexibility and cost when thinking back to his company’s decision to move to the cloud. D+M Group employs people in several different operating divisions around the world and grew through a series of acquisitions, leaving the company to globalize shared-services IT team that did not previously exist. Read More »
Tags: avaya, Charlotte, CIO, Cisco, City of Charlotte, cloud, cloud collaboration, cloud_computing, collaboration, D+M Group, hosted collaboration, Hosted Collaboration Solution, hybrid clouds, IT, North Carolina, on-premise, predictions, private cloud, Public Cloud, UCS, user experience
Did you know that by 2016, two thirds of the world’s mobile data traffic will be video? And by 2020, 50 billion devices will be connected to the Internet? This is huge. Plus, the global cloud market will grow nearly 500 percent by 2020. For me, this means I get to communicate with bunches of new people!
For your customers, it means figuring out how to tap into this major shift to empower employees to engage in entirely new ways. It’s also about putting the collaboration solutions in place to help their workforces evolve from knowledge workers to next-generation collaborative innovators.
This transition presents an exciting—and profitable—opportunity for our partners. And Cisco just sweetened the pot with its launch of new products, services, and promotions at the Collaboration Partner Summit in Los Angeles.
Want to accelerate your collaboration sales? Find out what’s new. Read More »
Tags: Cisco Business Edition 6000, Cisco HCS, Cisco prime collaboration manager, Cisco Unified Communications., Cisco WebEx Meeting Server, collaboration summit, Hosted Collaboration Solution, Prime Collaboration
Another Enterprise Connect has come and gone; now that the booths have been rolled away and sales teams begin the process of doing follow up with prospects met at this year’s show, I had some thoughts about UC applications in the cloud.
Unified Communications services deployed from the cloud was all abuzz during the show; from Sprint announcing its Complete Collaboration suite to many vendors discussing how they are moving their contact center offerings to the cloud. Even analyst Zeus Kerravala offered his observations following a cloud panel he moderated during last week’s show.
Specifically, Zeus mentioned that one of the key takeaways he heard during his panel was when organizations are deciding when to implement a UCaaS model, they think about which UC service they currently don’t have and deploy it through the cloud. This had me thinking about what features an organization should look for as they explore the possibilities of a cloud collaboration model.
With our recent news with Sprint, we demonstrated to the market again that Cisco Hosted Collaboration Solution or HCS was designed from them ground up to support the needs of today’s business savvy organizations. Read More »
Tags: Cisco, Cisco Systems, cloud, cloud collaboration, Cloud Computing, collaboration, enterprise connect, Hosted Collaboration Solution, unified communications