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The Benefits of Listening and Delivering in Customer Care

August 7, 2013 - 0 Comments

One of the things I enjoy most in my role leading Product Management for Cisco’s Customer Collaboration business is listening to our customers and partners to ensure we deliver products that meet their needs.  Our focus on delivery and execution sets Cisco apart in the industry.

So I’m very pleased to see that, for the second year in a row, Cisco was recognized as highest in “Ability to Execute” in Gartner’s Contact Center Infrastructure (CCI) Magic Quadrant.  Gartner bases Ability to Execute on a number of criteria–including the quality, maturity, and overall breadth of a vendor’s applications; their customer support capabilities; and their ability to deliver solutions in formal contact centers within companies, outsourcers, and service providers.  In addition, we improved our positioning in “Completeness of Vision”, with noticeable movement to the right in the June 2013 CCI Leaders Quadrant.

Cisco’s achievement in this year’s CCI Magic Quadrant is the latest recognition that our contact center business is truly firing on all cylinders.  The product development aspects start with our alignment around the Agile development process, which prescribes regular, close collaboration with our customers to solicit their input and feedback on new products and features.  This collaboration ensures that we’re meeting customer requirements, and it also gives us prompt notice when we’ve finished a new feature–allowing us to be as efficient as possible with our development resources.  Agile is one way we maximize the quality–and breadth–of our contact center applications.

Gartner recognizes that a company’s ability to execute involves more than just creating capable, high-quality products; it’s also critical for a company to be able to actually deliver solutions to end-customers.  Cisco does this primarily through a robust, worldwide network of channel partners.  In the last year my colleague, Ross Daniels, and I flew nearly ninety thousand miles–over three times around the globe–to meet with our channel partners and sales teams at Cisco Customer Collaboration sales summits in over a dozen countries on four continents.

Why so much travel?  We host these regular, regional events for two primary reasons.  The first is to share information–such as our latest product capabilities, roadmaps, and best practices for deployment and support.  Equally critical, however, is our desire to listen to the invaluable information provided by our partners–from themselves and on behalf of customers.  This open, two-way exchange of information helps ensure that our partners remain fully equipped to deploy and support our portfolio of customer care solutions.

While Cisco’s superb positioning in another CCI Magic Quadrant is gratifying enough, I take special pride and satisfaction knowing that it’s confirmation of all the hard work we’ve put in to create a broad portfolio of high-quality products and to enable and empower our sales teams and worldwide partners to deliver them to our customers.

You can find the full Gartner report on the June 18, 2013 Contact Center Infrastructure Magic Quadrant here.  I welcome your feedback and look forward to us staying engaged.

Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 

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