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GLOBECOM 2014

December 3, 2014 at 12:42 pm PST

Dan Crawfordby Dan Crawford, Marketing Manager, Cisco

It has been nearly 20 years since I last heard the static and ding-guh-donga-dong sounds of dialing up wireline internet, over 14 years since the first digital “2G”phones became available, about eight years since “3G” networks were widely deployed, and five years since 4G LTE rolled out in the U.S.

Following the trend of the past two decades, logic would propose thatwe are due for another major leap forward in networking and communications technology.  One place to learn about the latest advancements Read More »

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How Service Providers Can Become Leaders in the Internet of Everything

Over 50 billion “things” or devices are projected to be connected to the Internet through wired and wireless networks, generating zettabytes of data, all powered by cloud computing. This Internet of Everything (IoE) will fundamentally transform businesses, generate enormous economic wealth and create immeasurable social value. Cisco is discovering that successful IoE implementations require a solid technical and business platform into which different vertical solutions can be easily plugged to efficiently and effectively Read More »

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Context…Not Content…Is King : How Mobility Is Accelerating Innovation in an IoE World

We’ve learned a lot since releasing our original research on the Internet of Everything (IoE) at the end of 2012. I created a top-10 countdown style review of these learnings, however, today, I’m jumping right to #1 (sorry David Letterman). Here it is: #1 – Context…not content…is king.

Same Person, Different Customer

I was recently on a business trip to the Middle East. Just before boarding, I realized I left my headphones at the hotel. Not wanting to be on a 10-hour flight without them, I ran to the electronics vending machine I saw on the way to my gate. Without regard to price, I purchased the headphones I wanted and headed to the gate.

Now, contrast this event to when I originally purchased the now-lost headphones. I went to Amazon.com. After reading the description and reviews, and doing some additional online research to make sure I was receiving the best price, I placed my order and waited two days for the package to arrive. Read More »

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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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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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