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Contact Center: Experience Matters

September 20, 2013 at 6:46 am PST

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.

Enjoy! 

 

Robb

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VOIP….meh….

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.

  

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Enterprise Networks Week In Review

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!

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Where do you do your best work?

May 21, 2013 at 9:07 am PST

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Most of us have the ability to work in different places these days. I am personally very mobile. I love all my little tools -- I carry my Air, iPad and iPhone plus a few other bits whereever I go. Now, just because I can work anywhere does not mean that I always like to. Depends on what I need to get done. My home office space is my ideal working environment. This is the one spot I have invested the most time in making comfortable for me and as such, this is where I do my best work. For you, it may be your office at work.

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Why?

I had never given much thought to why I like this space the most..it seems obvious…but one item that makes this spot ideal: my desk phone.

My desk phone is large, reliable and comfortable. It has an easy interface, great speakerphone and a good headset always attached. This communication device, sitting right next to my iMac, makes communication rich and easy. When I sit here -- I can get anything done. Anything.

So as silly as it seemed when I first heard it, the idea that Cisco was investing in the deskphone, now makes sense. Mobile phones, tablets..these are all obvious, well worn markets with lots of people fighting for a toe-hold. The desk phone? How delightfully contrarian. Cisco is really good in the business space..selling to consumers…not so much. But the enteprise…at all levels…have very unique needs.

Cisco’s move with the DX650 is brave, and based on what I have seen…really smart.

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WebRTC: This will change Visual Collaboration

May 17, 2013 at 12:13 pm PST

When you start pulling back the covers and realize how much is going on behind the scenes…It is both amazing and scary. Its a connected world. No doubt about that. Whether you are connecting through apps or a browser..or you don’t know, don’t care…there is a lot happening on our behalf.

I first struggled to understand exactly what problem we were solving here. At the risk of oversimplifying, the number one benefit to this communication standard: No More Plug-Ins. Those pesky little programs we have to update and run, just to get what is increasinlgy normal things done, when online. These plugins can be useful but they vary widely and are each proprietary to the vendor who developed them.

WebRTC, as part of HTML 5 is very close to getting us past this (and many other) hurdles. In development for years now, but making its presence known in 2013. Its worth understanding.

This is a standard that, instead of coming from the video codec and resolution world, is coming from the web world. The definition is being drafted by the World Wide Web Consortium and the IETF…two big and important standards bodies that have a lot to get right here, together. Its not a standard yet -- but this has not stopped it from being implemented already in several browsers.

WebRTC: Cullen Jennings talks with TechWiseTV

WebRTC: Demo from Paul O’Dwyer

WebRTC: Jimmy Ray Whiteboards the Meat and Taters

Watch this Space

This is a foundational change with big, positive disruption that will re-shape a lot of interactions we have today. WebRTC is a way of turning every browser, every app, into a HD quality video endpoint. This may first be evident in the browser, but don’t limit your thinking. Most of the quick app development we have seen these days is due to web-based back ends that are simply hidden from our view.

If you want to dive deeper. Here are some of the resources I found most useful when prepping for these shows we did.

Cullen Jennings explains WebRTC in a long but fantastically good and complete manner. I wish the audio were a bit cleaner here (Happy to help re-record for you in our studio Cullen!) but the value of the content over-rides these issues.

El Reg does a nice job laying out a high level explanation of WebRTC and explaining why this will be a market disruptor.

I like how Alan Quayle has broken this down in no jitter as it gives us a view from the communications perspective. There are respectiable hurdles here and this will round out your understanding.

A couple of other sites had great detail and may be good for some ongoing coverage if interested. Check out

BONUS AUDIO MATERIAL on SIP….

From anExperts in Residence: Podcast from the early days I interviewed Cullen Jennings on the subject of SIP (Session Initiation Protocol). We actually could not get the timing to work…so we had the team record him…then I went back and laid in my questions…so it sounds very stiff (on my part) as I listen back to it.

Hope you enjoyed and learned a few things. I know I have.

Robb


Twitter: @TechWiseTV, @robbboyd, @jimmyray_purser

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