Given the complexity of enterprise networks, solving a problem reported by a customer can often mean drawing on the expertise of multiple Cisco support engineers (SEs). But with more than 2,300 Cisco SEs worldwide, we needed to give them online tools for finding colleagues who know the right information and are available right now to offer help.
We developed these tools in the form of a “Find an Expert” application, which allows the engineers to identify and collaborate with experts who match the skills they require to solve tough customer problems. The application shows a detailed view of each expert’s skills, then provides collaboration buttons that are implemented in the internally developed case-management applications also used by the busy Cisco SEs. Read More »
Tags: CUAE, Find an Expert, Presence, WebEX
Videoconferencing saves small businesses money and increases competitiveness
Being a small business means that you’re always maintaining a tight budget. So when there’s a financial downturn, it hits small companies harder, because there’s typically little fat to trim from an already lean budget.
According to the annual Microsoft SMB/Partner Insight Report, small businesses focused on three areas for surviving the economic downturn: reducing staff, reducing technology spending, and reducing travel. Although the survey showed that small businesses would start spending a more on staffing and technology this year, travel cost reductions will remain steady at 38%. Most of the small business owners I know would agree with this report. Would you?
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Tags: reduce travel, video, video conferencing, WebEX
What would you do with an extra three hours a week?
The businesses that are winning in this economy are the ones that are getting the most productivity out of their employees. When used correctly technology can make every task simpler and faster to execute, from dialing the phone to storing voice messages in customer files.
Here are 10 tips for using network technology to help your business work more efficiently, cut costs, improve customer satisfaction, and stay ahead of the competition.
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Tags: networking technology, productivity, save time, WebEX