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Contact Center Technology Answers for Mobile Customer Care

Has your company adapted the contact center environment for mobile customers? What are you waiting for? Fast IT is the new sheriff in town and mobility should be right at the top of corporate IT roadmaps. Agile methodologies are quickly becoming standard practice utilized across all facets of organizations to adapt and survive the fast changing technology landscape. According to a reputable industry source (Gartner, June 2014) mobile devices have long surpassed traditional desktop and laptop computer sales. Smartphone and tablets are no longer a niche industry.  Adapting your contact center to respond quickly to the mobile customer will require a new way of doing business and adding new tricks to your customer care magic act to maintain success.  Read More »

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Gartner Recognizes Cisco as a Leader for UC for Midsize Enterprises

gartner image 6_15Cisco positioned highest in “ability to execute” among Leaders in the first ever Gartner Magic Quadrant for Unified Communications for Midsize Enterprises, North America.

Many midsize organizations are seriously exploring solutions to replace maxed-out, expensive-to-maintain, and/or end-of-life PBXs. They’re weighing what they may need to support their future communications. This new Magic Quadrant from Gartner, published in May, is the first to look specifically at the unified communications requirements of midsize organizations with between 100 and 999 employees.

Phone System or Full UC&C Suite?

Many midsize organizations talk to us about deploying a new phone system. But most I talk to are balancing a much wider range of evolving challenges.  For example, those may include how to:

  • Empower an increasingly mobile workforce
  • Transform team working
  • Increase employee engagement

It’s important to consider vendors that not only fulfill your initial needs, but enable you to evolve. You need a solution that will scale as you grow and your priorities change. We feel that Cisco Business Edition 6000, which Gartner evaluated, features all the essentials. Read More »

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Should you think about moving your Contact Center to the Cloud?

In the world of Fast IT, the “Cloud” is a hot topic and standard conversation in roadmap meetings across all IT domains. Unless you have been away on a spiritual retreat with monks in a cave for the past year, it has been a subject that you could not have avoided. “When will it be available”? “How fast can our system be migrated”? “What are the features and functionality the cloud contact center offers”?

These are often the questions that are asked at the executive level. All of them are great questions and should be researched and addressed by your IT Experts. Contact Center IT teams looking to get a head start will need to get a big picture view of the fast changing technology landscape from their vendors and independent research. With the above questions in mind I’ll attempt to provide some answers and food for thought. Read More »

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The Modular Enterprise

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Just before setting off for Cisco Live I heard an economist on the radio talk about the relative performance of leading countries. The key measure was productivity: GDP per worked hour. Certainly historic outcomes are important but they do tend to provide a historic view.

As we accelerate into the digital revolution, I started to think about the best way to measure company performance. Critically, what might indicate future market leadership? Where should a company focus when it comes to communications and collaboration? What is core and what will enable leaders to set themselves apart from competitors?

I decided to spend some time at Cisco Live asking customers for their perspectives. I arrived in San Diego with a long list of potential items. But after John Chambers spoke about market disruption brought about by digitization, I came away with a simple model:  The Modular Enterprise. Read More »

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We’re Ready for Orlando (And I Don’t Mean Disney)!

Did you know…

  • There are so many attractions in Orlando that it would take the average traveler 67 full days to experience every one of them?
  • If you ate breakfast, lunch, and dinner at a different Orlando restaurant every meal, it would take you five years to eat at all 5,300+ of them?

We’ve packed our bags and we’re heading to Orlando next week. It’s not for the attractions or lunch buffets. It is for another exciting year at InfoComm. This year promises to be our best showcase yet and we hope you’ll stop by and visit us.

Experience delightful, user-first collaboration with Cisco Collaboration technology from Red Dot-awarded video systems to powerful integrator video components and flexible infrastructure models that make deployment easier, faster, and more affordable. We’ll showcase a full complement of video and unified communications solutions to show you how collaboration can be nearly effortless for companies of all sizes.

This year’s highlights include: Read More »

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