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Bye-Bye Email. Hello Cisco Spark!

Whatever new technology comes out, it seems that the number of emails we get every day only continues to rise. Well, not everywhere. On my last birthday, I received wishes from 65 sources: 58 from friends through Facebook and the remaining 7 from the financial institutions that I deal with (all automated system notifications). Like me, I am sure that many of you have a personal email inbox with mostly subscriptions and like messages and very few emails from friends. As one Millennial said, “Only my grandma sends emails to me.” Why not the same case at work? On average, I get 200 emails per day in my inbox plus the ones that go to specific folders. I’m not even including the voluntary recreational subscriptions that go to separate folders.
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Contact Center Technology Answers for Mobile Customer Care

Has your company adapted the contact center environment for mobile customers? What are you waiting for? Fast IT is the new sheriff in town and mobility should be right at the top of corporate IT roadmaps. Agile methodologies are quickly becoming standard practice utilized across all facets of organizations to adapt and survive the fast changing technology landscape. According to a reputable industry source (Gartner, June 2014) mobile devices have long surpassed traditional desktop and laptop computer sales. Smartphone and tablets are no longer a niche industry.  Adapting your contact center to respond quickly to the mobile customer will require a new way of doing business and adding new tricks to your customer care magic act to maintain success.  Read More »

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The Internet of Everything and your Contact Center

The Internet of Everything (IOE) is a hot topic in the technology world. It has become a common theme that is getting press everywhere as CIOs look to move their respective companies into the future and stay ahead of the competition. Presently technology allows you to connect everything from your refrigerator, your car, your TV, even connect your pet cat (well maybe not yet) – to the IOE. A lot of bandwidth and expertise on the back end will be required to support the applications that tie everything together as the distant future becomes the new normal.

When you think of the IOE, you may initially only think that the underlying technology of sensors, network bandwidth, the cloud, routers, security, etc. are the main components that play a crucial role in connecting devices across the various technology domains. How many of you would have thought that the contact center in your company is an important component that will help to bring business value to the large investment made in the IOE?  Read More »

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Telephony: Video is the New Audio

Video is the New Audio at Cisco. That’s an audacious statement for a guy who started working in the Bell system about 30 years ago. The New Audio? Audio sets a standard that is pretty hard to beat. Audio telephony has been around for almost 140 years. (The first major phone system was started in 1877.) And in that time it has grown to become globally ubiquitous, because of three things:

  • it works, really well, all of the time,
  • it’s easy to use, and
  • it doesn’t matter what phone you use; you just use whatever is available, because all the systems interconnect.

Good quality video communication hasn’t been around for a century – it’s been around for maybe 20 years. (Although click here for a great picture of a commercial video phone from 1969). As a Cisco IT guy, let me explain why video is the new audio inside Cisco today.

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How much Video at Cisco?

We use a lot of video at Cisco. A recent tally shows that Cisco totals over 24,000 video calls every day, which raises a pretty big question: why do we use so much video at Cisco?  Read More »

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