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Simplifying Global Voice Operations

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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Essential Skills for Today’s Unified Communications Operations Staff

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.

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Boeing Delivers First 787 Dreamliner. Cisco Delivers Solutions to Boeing. Congratulations Both!

Congratulations to Boeing on shipping it’s first 787 Dreamliner to ANA (All Nippon Airways). The world has been waiting and US Manufacturing has delivered. But it’s not just US Manufacturing – suppliers as far away as Australia, Italy, Japan and Russia, to name but a few countries have been working with Boeing Engineers to bring the airplane to market – and using Cisco or Cisco Partner technologies to do so!

The video, courtesy Associated Press’ YouTube Channel, shows the first Boeing 787 Dreamliner Airplane being handed over by Jim Albaugh, President and CEO, Boeing Commercial Airplanes, to ANA’s President and CEO – with a large key!

Jim does talk about the delays – but it was such a vast undertaking – and in the ‘old days’ it would have taken a lot longer! There are plenty of Manufacturing improvements that have taken place over the decades that have helped speed things up. Here are three Cisco Solution areas where Cisco and its partners made a difference: Cisco WebEx, Cisco MMVC (Manufacturing Mobile Video Collaboration) Solution, and Cisco Context aware, many using Cisco Unified Industrial Architectures. It’s as easy as 1, 2, 3 for any manufacturer who wants to know the secrets. Here’s how, and with customer comments to boot

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Manufacturing: Be there while staying here

One of the challenges all of today’s manufacturing companies face is global operations that require increased attention from a diverse and oftentimes shrinking or aging workforce. Manufacturers and machine builders are faced with challenges every day in terms of getting the right engineer or expert from her office to the plant floor half the globe away. If the plant is down or operating inefficiently there are huge cost impacts to the manufacturer, huge support cost to the machine builder, and just tremendous impact to the value chain.

At Cisco we have shaved hundreds of millions of expense dollars from our budget by using a variety of collaboration tools. These start with Unified Communications but they include tools like WebEx, TelePresence, Video and Active Collaboration Rooms. These all add on to the existing capabilities of Borderless Networks. Many of our manufacturing customers already use these tools and are successfully stripping cost from their Operations every day.

Imagine the power of walking into a conference room, pressing a button on the phone and instantly seeing your assembly operations in China and Germany, being able to share data with the operations people from both plants with your staff in Michigan. Finishing that meeting you can capture the action items via your interactive whiteboard, set up follow-up calls via WebEx (all without printing, by the way! A Green feature!). Then you can get a cup of coffee and head back to your office and handle the call from Brazil about the packaging machine that wraps half the skid, then shuts down – and you do that from your phone, finding the design engineer that is at a customer site in Australia. And you did this all without having to fly anywhere, and you had visual contact with everyone. Read More »

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Cisco and Partners add Business Value for Continental Tire

There’s been a lot of buzz on the Internet about the way Continental Tire of the Americas has vastly improved its manufacturing process. They adopted an innovative solution based on a Cisco architectural networking approach provided by Cisco Partner Applied Group combined with AeroScout’s asset tracking solution and a inventory management system from Global Data Sciences enabling their manufacturing facility achieve a 20 percent reduction in component tire losses. Now that’s significant!


Chet Namboodri interviews Peter Granger about the benefits Continental Tire is achieving from the Cisco Unified Wireless based manufacturing/wip solution

It was a real pleasure for me to take part in  the Customer case study event organized by Cisco, AeroScout and Global Data Sciences for me to speak about the Cisco contribution. The video gives a short summary as Chet Namboodri, Cisco Industry Blogger-in-Chief and Global Managing Director of Cisco’s Manufacturing Industry Marketing interviews me about what was said, and the benefits Continental expects.

That event is where I met up with folks from Continental, AeroScout and Global Sciences  to hear from the customer first hand how the solution  is increasing production and efficiency in its North America manufacturing plant. That plant is located in Mount Vernon, Illinois, and it produces more than 1,000 different tire SKU’s in its 60-acre (2.6 million square-foot) facility.

The implemented solution leverages Continental Tire’s Cisco Unified Wireless Network to add a Real-Time Location System (RTLS) and automated Work-in-Process (WIP) tracking without having to install a proprietary network of readers and sensors. That’s key. Cisco provides standards-based solutions that work well with a customers backhaul, which, for most customers is also Cisco. Cisco’s Architectural approach means networking elements and processes work well together with ‘compatibility’ tested solutions such as those from AeroScout.

But now back to the customer… Read More »

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