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Simplifying Global Voice Operations

Cisco IT has deployed voice infrastructure around the world in order to handle our 1+ million voice calls per day with high levels of quality and reliability. We used to manage this infrastructure with four separate regional teams: one managing the Western part of North America, another managing Eastern North America and Latin America, the third Europe/Middle East/Africa, and the fourth Asia/Pacific. But we found that this regional organization led to inconsistent operations because the regional teams had different ideas on how things should be done and they applied our corporate standards in different ways.

Our early lack of global consistency led to inefficiency in our support operations.   We would have people from different time zones trying to help troubleshoot problems and be unable to support an unfamiliar configuration.  And this meant that our regional teams had to provide around-the-clock support by themselves – which led to sleepless nights and frayed nerves.
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Catalysts for Video

December 8, 2011 at 6:48 pm PST

By next year, Internet video is expected to account for over 50 percent of consumer Internet traffic. With the consumerization of IT, how long will it be before you start seeing these sorts of video loads on your enterprise networks? Perhaps you are already deploying video endpoints and applications on your campus networks with devices such as Cisco TelePresence – and if you are, how are you making sure that your network is ready for video before you deploy? Do you have intelligent tools to troubleshoot video issues once you deploy?

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Digital Britain: Empowered by Video Collaboration

December 5, 2011 at 5:44 pm PST

I have written before about the proliferation of Video and how this has arrived in a big way; people everywhere are watching more video online.  They can choose when they watch their favourite TV shows, whether that is through their set-top box or web based players, such as the BBC iPlayer.

Consumers are producers as well – they’re making videos and sharing them faster than we can watch them. Video applications are also being adopted in the business world at an accelerated rate.

As an example, employee training is being conducted via VoD (Video on Demand) and company-wide communications can be easily recorded and distributed for team members to watch when they are able.

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Does Your University Have a Video Strategy?

November 23, 2011 at 4:56 pm PST

Forrester Consulting conducted in-depth interviews with 15 US-based universities to investigate the coordination of video use across campuses and better understand the use of third-party services within higher education. In this VLOG topic, we cover Forrester’s findings in this commissioned study conducted by Forrester on behalf of Cisco, “Harness The Explosion of Campus Video” (September 2011), and how universities can best take advantage of video for their students and staff across the entire campus.

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Opening the Machine Network

So here we are. Last week was Automation Fair. What did you learn?

Oh, you didn’t go? Well, that is your loss, truly. A free show in Chicago where you could have learned about all sorts of new products and insights from Rockwell Automation and their network of partners, of which Cisco is a proud Alliance Partner. And you would have gotten free breakfast and lunch too!

Ok, in multiple booths we showed how one machine can integrate into another, and form a production line. Funny how that happens. We at Cisco are a part of ODVA, a trade association of many partners that subscribe to open standard networks.

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