Have you ever watched a video on your phone or tablet, only to have the video stop and start? While I was traveling out to here to Mobile World Congress, the exact thing happened to me as I was sitting at the airport. It’s frustrating, particularly if it happens for a long period of time or happens frequently during a 30-minute show.
We have the luxury of watching our favorite TV shows from anywhere, whenever we would like to see them. However, the network isn’t always prepared to accommodate the added data demands that video brings for all of their users.
Here at Mobile World Congress, Cisco and Akamai are demonstrating Read More »
Tags: Akamai Mobile Edge, Cisco Policy Suite, demo, mobile operators, mobile world congress, MWC15, Service Provider, video
“May you live in interesting times,” the old saying goes. With its explosion in intelligent connections, the Internet of Everything makes this one of the most exciting times to be alive — ever.
But you already knew that.
The real fun begins when we consider that as dynamic as technology change appears to be in 2015, this is only the beginning. Mobility, video, analytics, and other technologies have already transformed our jobs, our home lives, the ways we socialize, access entertainment, you name it. But now IoE is accelerating change at an even faster rate as people, culture, innovation, technology, get added to the mix.
With that in mind, let’s explore some key predictions to see where I believe IoE will take us in the next ten years or so.
The way I see it, IoE will drive an unparalleled level of social and business consciousness, as the Internet evolves far beyond its current state and limitations. This transformation will center on three core capabilities to be Hyperaware, Predictive, and Agile.
Hyperaware Read More »
Tags: analytics, Contextual awareness, Dark asset, Digital transformation, diversity, future, inclusion, Internet of Everything, internet of things, IoE, IoT, Joseph Bradley, mobility, Technology predictions, video, Wearables. Mobile. Big Data
In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago!
But the movie didn’t give us a glimpse of what a contact center might look like in 2015. Based on the trends over the last year, let’s consider what Marty may have seen had he traveled to a contact center in 2015 instead of Hill Valley.
Moving from Multichannel to Omnichannel
And 2015 will be the year that the “omni” will be cemented into omnichannel. Multichannel customer care has been around for some time now.
Customers can reach out to contact centers via the channel they choose: voice, video, web chat, email, or social. But what if a customer uses more than one channel to complete a single transaction over a period of time?
Each time the customer makes contact, all the information and context from previous contacts, regardless of channel, will be available. Each subsequent agent or resource can get right to the issue at hand to complete that customer’s journey and fulfill their request.
Speaking of customer journeys, omnichannel allows you to Read More »
Tags: Back to the Future, cloud, contact center, customer satisfaction, multichannel, omnichannel, video
By Kevin Bloch, Cisco Chief Technology Officer, Australia and New Zealand
One of the best parts about my job is that I get to spend a lot of time listening to some very smart people, both internally within Cisco and externally. As we touch so many parts of the global technology industry and market, it puts me in a fantastic position to see what’s coming down the track. So, each year around this time, I take the opportunity to offer some predictions for the year ahead (which, incidentally, is Cisco’s 30th birthday).
It will probably come as no surprise that the biggest theme you’ll hear about this year is digital transformation, which is essentially underpinned by the Internet of Everything (IoE). In the next twelve months, enterprises will spend more than $40 billion globally, designing, implementing and operating the Internet of Things (IoT). Already thirty-eight percent of technology spend is outside of IT.
Read the full Top 10 ICT Trends in 2015 blog and feel free to provide any feedback.
Tags: cloud, Hybrid Cloud, IoE, IoT, mobile, NFV, SDN, security, software, video, wifi
This is not goodbye!
Video Collaboration is a big deal at Cisco, as you can probably tell from some of our recent announcements about the Cisco TelePresence IX5000 and the first non-transcoded video call between a WebRTC application and an existing video endpoint. We’re constantly working to make video easier for you to use and as collaborative as possible. In our quest to put users first, video at Cisco has become integrated with, and synonymous to Collaboration at Cisco. We want you to have a seamless collaboration experience, regardless of device or location.
So what am I getting at with all this? We’re archiving the Video blog as part of this effort for a holistic, seamless collaboration experience. Join us over on the Collaboration blog, where you can continue to get updates on what is going on with Video Collaboration in the industry and at Cisco.
Tags: archive, Cisco, collaboration, conferencing, video