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Connected Contact Centers in the Era of the Internet of Everything

November 18, 2014 at 1:38 pm PST

The contact center came into being nearly 25 years ago and is now the de facto communication channel for organizations to connect with their customers. A lot has changed since then. And there’s much more change to come with mobility, big data, collaboration, and the Internet of Everything making their collective mark on the user experience.

Recently Paul Stockford, founder and chief analyst of Saddletree Research, and I discussed the evolution of the contact center and our predictions for what’s next. You can listen to the Future of IT podcast episode via iTunes.

Our top predictions: Read More »

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Accelerating and Innovating the Internet of Everything in Japan

After a whirlwind week in Tokyo, it’s clear that Japan – the world’s third largest economy — is embracing the potential economic value of the Internet of Everything (IoE). For Japan, we estimate an IoE opportunity of $870 million over the next decade (out of a global economic value of $19 trillion).

With its proud history of industry, technology and innovation leadership, Japan is an ideal location for Cisco’s 7th IoE Center of Innovation — a $20million investment for Cisco — which opened last Thursday with nine Japan-based ecosystem partners. The excitement is high around our open lab’s charter to bring together customers, industry partners, startups, accelerators, government agencies and research communities to collaborate on next-generation technology. Photos of the center’s opening are here.

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In Tokyo, we will be working with partners to develop Fog Computing solutions focused on Manufacturing, Sports and Entertainment and Public Sector. These Fog solutions extend cloud storage, computing and services to the edge of the network, a critical element of realizing value from IoE.

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Four ways the IoT expands the mobile economy

The Internet of Things opens up a wide range of possibilities for businesses, especially in the context of an increasingly mobile workforce and primarily mobile customers. To distill down which aspects of IoT are meaningful for business, I joined panelists from Google Enterprise, AnyPresence, and OpenMarket at the Open Mobile Summit to share our thoughts with moderator Maribel Lopez. Here are some of the key insights I took away from our conversations:

The opportunity for businesses is about so much more than just connecting Things. Our industry calls it the Internet of Everything to describe how People, Process, Data, and Things get connected to drive business value. When you look at new ways to connect all aspects of a business, everyone in your organization can make better decisions – and your business can run with greater operational efficiency. Read More »

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Working Smarter with Cisco Cloud Web Security

We listen to our customers all the time, and what they have been telling us about cloud security over the past 18 months is intriguing. There was a time when IT security leaders were clearly uncomfortable about the idea of trusting remotely delivered security; discussions about cloud security would be met with skepticism. Over the last year and a half, this attitude has undergone a sea of change, and moved through increasing levels of interest to today, where our customers are actively leaning in and engaging in the discussion about moving security functions to the cloud. There are several reasons for this dramatic shift.

Overall, the enterprise network no longer sits comfortably within four secure walls. Extended networks and new business models related to mobility, cloud, the Internet of Things (IoT) and Everything (IoE) are complicating network management and security for companies of all sizes. IT professionals are being tasked with supporting and protecting this ever-evolving environment with fewer resources. Hampered by tighter budgets and the IT security industry’s growing skills shortage customers need to work smarter, not harder.

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Join Cisco at SPS IPC Drive 2014

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Automation experts are planning to attend SPS IPC Drive, the largest electrical automation event in Europe, which takes place in Nuremberg, Germany, November 25 to 27.

Following the very positive experience of last year, Cisco has a significant presence at this event, focusing on the theme “Internet of Things: Connecting the Unconnected.” Join us in with our booth (Hall 10 -- Stand 10-540) and in ODVA (hall 2 – Stand 2-458) and Profinet (Hall 2 – Stand 2-220/221) booths.

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