Those who read this blog regularly know that Customer Collaboration combines traditional contact center technology and processes with important innovations in social media, Web 2.0 agent workspaces, network-based recording and analytics, and video to empower businesses to forge deeper, proactive, more consistent relationships with their customers. Three years ago, Cisco identified Customer Collaboration as a major market disruption, and our customers have benefitted from our leadership through this disruptive time.
More recently, Cisco identified another market disruption--the Internet of Everything (IoE)--which Cisco defines as the networked connection of people, processes, data, and things. The true benefit of the IoE is derived from the compound impact of connecting all these elements--with a majority of the value derived by extending the connections of the IoE to people.
So what’s the relationship between Customer Collaboration and the IoE? Simply put, Customer Collaboration connects the Internet of Everything to consumers. Many of the touchpoints to the IoE run through businesses, and Customer Collaboration is what brings businesses and organizations closer to their customers--to us. Let me provide some examples of how Customer Collaboration can connect consumers to the IoE:
In my role at Cisco, I have taken interest in understanding how we, as people, are driving the need for innovative technology to fuel change in our world. As we find new ways to interact as consumers or communicators, we demand that technology keep pace – to be fast and to adapt.
Today’s Chief Information Officers (CIOs) are well aware of Internet of Everything (IoE) and are already thinking about how connected their unconnected people, processes and things can help them gain efficiencies as well as a competitive edge. Massive shifts in technology and consumption models brought about by cloud, security, mobility and programmable networks are accelerating new markets and new business models. These new models are transforming communication and massively disrupting the role of IT.
It’s one thing to say that by 2020 the world will host 50 Billion Internet Protocol-connected devices. It’s even more amazing that the planet’s number of Internet-connected devices already exceeds the human population. So how do we secure tens of billions of devices when we know that the vast majority of them will not possess sufficient memory and processing power to accommodate conventional anti-malware or other security software? Two things are clear to me. We need to build security into Internet of Things solutions from the beginning, and that the network is the only option we have to bring security visibility and control to this new universe of connected devices.
The Internet of Things is going to transform the world, but unless we act to secure it now we will find ourselves asking at some future date whether it was worth doing in the first place. I don’t claim to have all the answers in the video post here, but we need to start asking the right questions about securing the Internet of Things now.
There was a point in time when classrooms had one, maybe two things to plug in – most likely an overhead projector. When teachers were done teaching for the day, it was powered down to make sure electricity was not wasted. Over the years, the number of devices needed per individual has exploded as the Internet of Things becomes a reality. From schools and hospitals to technology companies, the number of things that are plugged in has gone largely unaddressed and has ballooned into the last and largest unmanaged IT expense.
Visibility is key to addressing this issue. It’s unrealistic to expect individuals to power down their devices when not in use. At the same time, we’ve found that a single work place device is left powered on for an average of 8,000 hours over the course of its use but only actually utilized 25-50% of the time Read More »
It doesn’t take long to realize it’s going to be one of those days.
You drag out of bed, bleary-eyed after a bad night’s sleep in a stuffy, overheated room. Desperately in need of a caffeine jolt, you then discover that you’re out of coffee. You turn on the TV but are too harried to take in the morning news. Rushing out of the house, late, you suddenly can’t find your keys. A mad, time-wasting search ensues before you drive off to work, finally. Then, stuck in traffic, your mind begins to fret: Did you turn off the TV? Turn out the lights? Water the plants? Lock the door?
Now, imagine the same morning routine in a home enabled by the Internet of Everything (IoE), the explosion in connectivity that is transforming the world as we know it.
You wake up rested, since the temperature, air quality, and lighting in your bedroom have been carefully synchronized to your sleep patterns. You tap your smartphone to start up the coffee machine and turn on some light morning music. During a short but vigorous pre-breakfast workout, the temperature in your home gym drops automatically. Later, a sensor tells you exactly where you left your car keys the night before, just as a separate prompt informs you that the plants are fine — except for the thirsty hibiscus, which you water on your way out.
You don’t need to lock the house or turn off the appliances; a proximity sensor detects when you leave the house, locks and shuts off everything, and then sends an alert message to your car’s central screen. There’s no traffic, because your (connected) car is managed through the best routes — and finding a (connected) parking space is a breeze. During the morning meeting, the refrigerator tweets from home: milk and coffee are low. But not to worry — it has automatically ordered fresh cartons of your favorite brands from the local retailer.