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Monday, November 01, 2010

Cisco to unveil Customer Collaboration

Cisco Systems Corporation has advanced plans to unveil its ‘True Customer Collaboration’.

The vice president and general manager, Voice Technology Group, Customer Collaboration, Mr. John Hernanadez made this disclosure in a telepresence chat with selected media practitioners in Lagos, last week.

He said that the product, touted to be its latest in stock, would provide customers relevant collaborative modules to meet their business needs.

The Customer Collaboration, he highlighted, would comprise contact centers, marketing dynamics, speech self-service, multi-channel entreprise, video enabled care customer to name a few.

He said that the contact center would facilitate how customers could collaborate with one another, which has been a long dream of Cisco chairman, Mr. John Chambers.

According to him, Chambers is interested in capitalizing on market transitions using Cisco strategies based on catching market transitions that could affect customers, especially with the proliferation of video and collaborative web 2.0 technologies.

He noted that with this, networks have continued to evolve from the plumbing of the internet to the platform that could change the future.

Hernanadez also said that with market dynamics would engender the creation of customer care transitions through changing of expectations in relationship management, social software explosion based on consumer and enterprise.

In addition, he said that it would facilitate transfer of wealth to millennial, while advertising and brand management change would not be left out of the customer collaborative revolution experience.

Transitions in customer engagement, he said, would expound on companies seeing and entering an operational metrics zone, capable of translating into customer intimacy, and changing reactive relationships to proactive, agents to experts, solicitation to participation as well as cost centers transforming into growing engine.

He pointed out that why Cisco recently bought Tanberg was to further leverage on its unique proposition of reducing the level of bandwidth certain uploads could consume, which very advantageous to developing countries.

Hernanadez accentuated that video-enable customer care is most favourable for corporate, mostly when seeking for financial advice.

“Social media customer care merit of social media is being proactive about a customer. It would be available this week at all Cisco offices globally,” he said.

Further, he said that the offer is coming with data sheet, noting that social media customer care has maturity model traits, which include listening or ignoring, offering occasional reporting and reactive surprise among others.

Contact centre, he said, continues to be the foundation of customer care, whereas the social networks are accelerating communications, social-enabled customer care is here, mostly by ad hoc, but is expected to mature overtime, while customer collaboration would have an increasingly larger impacts on corporate profitability and brand value.

Cisco said it pride customers as the first and an integral part of its DNA in creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.

The concept of solutions being driven to address specific customer challenges, Cisco also said, has been with firm since inception when husband and wife, Len Bosack and Sandy Lerner, both working for Stanford University, wanted to email each other from their respective offices located in different buildings but were unable to do so, due to technological shortcomings.

A technology had to be invented to deal with disparate local area protocols; and as a result of solving their challenge - the multi-protocol router was born and ever since Cisco has shaped the future of the Internet by creating unprecedented value and opportunity for our customers, employees, investors and ecosystem partners and has become the worldwide leader in networking - transforming how people connect, communicate and collaborate.

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