It’s amazing how some concepts take off like gangbusters in a short duration of time. Big Data is one such concept, that creeps into our conversations because of all the market noise. There is definitely merit to the fundamental premise behind Big Data for most businesses; create better end-user experience, make intelligent business decisions, reduce intellectual waste and monetize on new opportunities or opportunities that did not present itself before. Thus the demand for Data Scientists, application developers, statisticians, mathematicians, etc. -- note these are mostly on the development and analytic side of the house. What’s amazing is large databases have been there for the longest time, in many cases, even the data that are targets now for Big Data applications were also available for the longest time. What has evolved rapidly are the applications tools that facilitate optimized manipulation of massive data sets and flexible interfaces to diverse databases -- example Hadoop.
We have a new ‘Spotlight on Unified Communications Management’ available now and it may really help many of you get your head wrapped around the value of buying and using this kind of software. We tackle four typical headaches around:
- Remote Site Rollouts
- Moves, Adds and Changes
- Monitoring and
- Problem Resolution
We showcase the incredible new look and feel that PRIME brings to the UC Management Suite as our favorite tools have gotten a lot more integrated and easier to work with.
UCMS will help you automate the minutiae, delegate the redundant, all the while giving you a rich tool set to be in control when times are smooth and quick to react when things go awry.
How many people does it take to manage the service infrastructure supporting over 150,000 hardware phones, 50,000 soft phones, and 10,000 room and desktop video devices. That’s the size of our UC infrastructure at Cisco, and today we manage all our voice, voicemail, and video services with an integrated voice and video Tier 3 operations team of 25 people, and another 5 people supporting contact center applications and services. We do this by continually finding new efficiencies – learning new ways to support existing services so we can spend more time learning how to support the new technologies.
Cisco IT has deployed voice infrastructure around the world in order to handle our 1+ million voice calls per day with high levels of quality and reliability. We used to manage this infrastructure with four separate regional teams: one managing the Western part of North America, another managing Eastern North America and Latin America, the third Europe/Middle East/Africa, and the fourth Asia/Pacific. But we found that this regional organization led to inconsistent operations because the regional teams had different ideas on how things should be done and they applied our corporate standards in different ways.
Our early lack of global consistency led to inefficiency in our support operations. We would have people from different time zones trying to help troubleshoot problems and be unable to support an unfamiliar configuration. And this meant that our regional teams had to provide around-the-clock support by themselves – which led to sleepless nights and frayed nerves.
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Just a decade ago, supporting enterprise voice services was simpler, our voice operations support scope was smaller, and one person could be proficient in everything you needed to know for voice operations. But as IP telephony capabilities grew into Unified Communications, the skills our engineers had to be proficient in grew exponentially.
Today, we support UC systems and collaboration platforms, both on traditional hardware and now on virtualized server platforms (Cisco UCS). We still support phones and softphones, but now we also support mobility services, video phones and mobile devices like the Cisco Cius, voice and video conferencing, menus of phone-based services, and ever-more sophisticated customer support tools in our contact centers. There are now so many things within the scope of the UC systems that we manage that it would be extremely difficult in an enterprise the size of Cisco to be an expert in everything. So, individuals on our voice operations team need to specialize.