(If you haven’t heard about Cisco IT’s eStore, be sure to check out my recent write-up about eStore. You can also read the case study here, and read more from Adel du Toit who blogged about Cisco IT’s initiative here last June.)
We are thrilled to see Cisco IT being recognized for it’s internal Cisco Prime Service Catalog deployment. It’s a great testament to the innovative partnership between our product engineering teams and our internal IT organization.
That’s not all … This week at Interop Las Vegas, adjacent to the InformationWeek Elite 100 awards ceremony, was the announcement of the newCisco Mobile Workplace Solution – where Cisco Prime Service Catalog serves as the unified IT storefront for mobility services (you can read a great overview of the new solution from Jonathan’s blog post here). We showcased a live demo of the award-winning Cisco IT internal implementation of the Cisco Prime Service Catalog: the Cisco IT eStore.
As enterprise IT organizations adopt and implement their mobility strategies, they are learning just how much their end users expect and need in today’s increasingly mobile environment. For example, they need a simple, easy-to-use, and automated solution for ordering all of the mobility and other workplace services an IT organization may offer – rather than having separate portals for requesting smartphones, tablets, mobile apps, desktop software, laptops, or BYOD services. A unified service catalog and single access point for all IT services increases workforce productivity, with a better employee experience and improved satisfaction with IT.
As Jonathan describes in the blog post linked above, organizations typically begin from a device-focused approach. IT often focuses on corporate-liable devices or employee owned devices, providing an easy way to onboard these devices and access basic services. Then, organizations progress to the application-focused phase, where the enterprise leverages mobile applications to provide productivity and empower employees.
The third and final step in the enterprise mobility journey is experience-focused. After having fulfilled the initial device-focused and app-focused stages, organizations are becoming experience-focused and prioritizing service automation to improve the employee experience and provide an easy-to-use, automated self-service experience.
Content is one thing. Marketing is another. The two are straightforward on their own but significantly more complex when combined. What we do at TechWiseTV is content marketing. But its still a work in progress.
Our latest episode is out! This one is all about the Contact Center and we spent a lot more time showing examples of Social Media integration. Everyone agrees that ‘the internets’ are a huge watering hole of opinions and valuable business data…but its overwhelming when trying to figure out just how you might leverage it. Now you can integrate all that goodness with the maturity of business relevant call center and all the process that implies.
Jimmy Ray shares his personal experience volunteering to work in an actual (non-Cisco) call center all night long to gain better experience for how we developed this show. Check out his blog for more details on this.
This show featured Packaged CCE (Contact Center Enterprise), Feature Rich Reporting, Finesse Agent, Social Miner and even a few field trips to see what Cisco is doing with their ‘Social Media Listening Center’ and a very cool mobile application we internally refer to as ‘Roadside Demo’ that will open your mind as to how mobile devices SHOULD be part of your Contact Center Strategy.
I really do not why I don’t care much for Voice Over IP. It’s certainly technical. Heck man, if you’re stuck on QoS, go ask a voice geek. Resellers are begging for more voice engineers, so it’s a great career path. You can really do some very cool things with it that your end users just will love you for. Heck, if there’s a more visible direct impact to a business other than voice, I’d like to know what it is.
But still; when funding comes thru for a voice show I’m always thinking…”meh”… Which is funny because without a doubt our best and most award winning shows have been on voice! You’d think I’d love it right? Hey ya what? when was younger growing up in the hills of Tennessee (hereby referred to as God’s One True Love from henceforth) my first experience with hacking was on our telephone system with rapid hook switch tapping to become a tandem or punching thru busy signals was a real hoot. Of course the Capt’n introduced us to blue boxing and a splendid time was guaranteed for all…
Next week is a TechWiseTV taping week for us. Right now, this show has two things going against it; first off, it’s a voice show and second (and most important) it’s also an upgrade show. Yep folks, that’s right a push to get you to upgrade your CUCM.
Now look, we all have bills to pay so there always some level of butt kissing and boot licking that has to go on any show. Video is expensive. For me, I never ever ever promote ANYTHING on TechWiseTV that I would not be happy to stand by or even support in the future. I’m grateful TechWiseTV can do that. We turn down shows because we just do not believe it’s the best for the network. Like my Grandmother taught me all those years ago…”If ya ain’t got nuthin’ nice to say, then shut the friggen crap up goober…” Ah she was quite the wordsmith for sure.
I don’t know about y’all, but I am not a big upgrade person at all. Upgrading sucks worst then a going camping with your mother in law on Indy 500 race weekend and forgetting the beer. From and engineering view point; why fix something that isn’t broke? Upgrading means my hardware is going to be slower (if it’s compatible), my licensing is going to be really messed up, tech support is going to be worthless, major downtime, oh yeah…and this is voice? Namely Cisco voice, wholly friggen shnikasourus rex man! You need a PhD in CUCM licensing to figure that one out, plus my dial plan, migrating my DB…and you know what…that camping trip is looking better all the time now….
Robb and I designed this show to have the voice team prove us that we need to upgrade. To be honest, they better bring their “A” game. ‘Cause I ain’t buying it yet. TechWiseTV is unscripted and we do not see the content that our guests bring on the show beforehand. We like to keep it real and spontaneous. We just ask that slides have minimal words, no marketing or vision statement crap, any quote from any analysis puts you in Aldrich Ames status and removed from the set and have the slides in 16x9 format.
I’m bringing all of these doubts onto the set on Tuesday morning to see if they can address them. It’s still early, so if there is something you want to make sure we cover, toss in your comments before 16Jul13 and we’ll cover ‘um…then tune it see…upgrade or not?? In the meantime, anyone got a tent I can borrow?
Jimmy Ray Purser
Trivia File Transfer Protocol
A pound of feathers weighs more than a pound of gold. This is because feathers are measured in avoirdupois weight which is 16 ounces per pound and gold is weighed in troy weight which is 12 ounces per pound.
Hi All! This is the first of what I’m hoping will be a weekly recap for the new Enterprise Networks. In this video I give a very short summary of what happened this last week, then I get to do two quick interviews with our TechWiseTV heroes Jimmy Ray Purser and Robb Boyd! Finally, we have an announcement on what we’ll be covering next week. After the jump, I’ve got all the links to things mentioned during the recap. Let me know what you think of this first video!