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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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Video Collaboration Matters in the Millions

How can a global company make the most of its talent all over the world? How can teams of people collaborate productively no matter where they live and work? While email helps and phone calls help even more, video is critical.

Cisco IT supports our global teams with a successful integrated suite of video options. Cisco employees made nearly 6.5 million video calls this year. What are the most popular video solutions for calls or meetings, and how it has changed Cisco culture? Find out in my short video.

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Gartner Recognizes Cisco as a Leader in Unified Communications…Again

For the seventh year in a row Cisco was positioned as a leader in the August 2014 Gartner Magic Quadrant for Unified Communications. In the accompanying Critical Capabilities for Unified Communications document, published July 2014, Cisco also received the highest ratings in Full UC with Strong Telephony and Ability to Offer Hybrid Solutions use cases. We believe our continued recognition in these key industry assessments demonstrates that the focus on simplicity and user experience across the Cisco Collaboration portfolio is delivering our customers the productivity gains they are looking for through a collaboration experience that only Cisco can deliver.

According to Gartner,  “The primary goal of unified communications (UC) is to improve user productivity and to enhance business processes. Gartner defines UC products (equipment, software and services) as those that facilitate the use of multiple enterprise communications methods to obtain that goal…UC products integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices.” Cisco shares this vision for UC and continues to deliver key innovations and integrations to ensure our customers are clearly benefiting from the full suite of Cisco’s leading  telephony, video , web conferencing , messaging , IM/P and contact center offerings.

In the 2014 Gartner Magic Quadrant for Unified Communications, Gartner once again positioned Cisco as a leader for ability to execute and completeness of vision.  The report identifies strengths and cautions for individual vendors and we feel the strengths for Cisco UC offering are: Read More »

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