Improve Productivity with Collaboration Technology
Cisco Collaboration classified into 4 main categories
1.Unified Communication
2.Customer care
3.Conferencing
4.Collaboration Endpoints
Unified communication:
Cisco Unified Communications (UC) is an IP-based communications system integrating voice, video, data, and mobility products and applications. It enables more effective, secure communications and can transform the way in which we communicate. UC represents a communications paradigm shift like that of the invention of the telegraph. UC removes the geographic barriers of effective communications through the use of voice, video, and data integration. Business can be conducted with a fluidity that progresses and evolves with you. Information has been at our fingertips for a long time, but UC enables the sharing of this information to create knowledge and value.
Cisco UC is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communication applications.
Cisco UC can drastically change the bottom line of business by creating more effective communications without losing the personal nature of a face-to-face conversation. More effective communication leads to reduced time to market and nimble transformation of business processes through collaboration.
What is Cisco Spark?
A simple, secure space where you can get things done from anywhere in the world. Connecting your endpoints to the cloud.
Cisco Spark is a complete business collaboration service from the Cisco cloud that enables you to message, meet, or call anyone, anywhere, and anytime. Cisco Spark is hosted by Cisco and sold by Cisco Certified Partners.
Cisco Unified Communications (UC) is an IP-based communications system integrating voice, video, data, and mobility products and applications. It enables more effective, secure communications and can transform the way in which we communicate.
The Cisco® Business Edition 6000 (BE6000) gives employees a full range of collaboration tools: premium voice, video, messaging, instant messaging and presence, conferencing, video conferencing, contact center services, mobility capabilities, and more. With these tools your small or midsize business can boost productivity among employees and strengthen relationships with customers and business partners. And they can help you speed decision making and reduce time to market.
Cisco BE6000 is purpose-built for companies with 25 to 1000 employees. The solutions consist of one or more modular, stackable servers so you can easily add more capacity to support additional users. And because they use virtualization technology, they pack a lot of collaboration tools into a small form factor.
Collaborate on a variety of devices. Be more productive from anywhere on any device with Cisco Jabber, a new unified communications application. Cisco Jabber lets you access presence, instant messaging (IM), voice, video, voice messaging, desktop sharing, and conferencing.
What is Cisco Jabber?
It’s not a product. Jabber is a brand which describe set of capabilities running on multiple devices Deliver in variety ways
Presence, Instant Messaging, Group Chat, click to Call, Softphone, Call History, Voicemail Integration, Desktop Sharing, Video these capabilities provide on variety devices
Cisco is pleased to announce general availability of its next generation software for contact centers operating in the age of digitization. This release establishes a platform offering a Connected Digital Experience, enabling companies to deliver contextual, continuous, and capability-rich journeys for their customers.
Connected means consumers can connect with businesses and organizations when and how they choose—from self to assisted service—with the business having the information needed to deliver differentiated, personalized, effortless service.
Digital empowers businesses and organizations with the technology to achieve a competitive advantage in all their internal and external customer care operations.
Experience means companies can deliver effortless and high-touch customer experiences in alignment with their business objectives. The result is a positive, start-to-finish care journey for both the consumer and the business/organization.
Highlights of this release include:
• Omni-channel intelligent routing for voice, video, email and web chat media
• Universal Queuing and routing of back office and digital events, including tasks and triggers from the Internet of Things
• Email and web chat now part of all Contact Center agent licenses.
• Context Service integration with all channels to support unique self-service, routing, and agent experiences empowered by a hybrid cloud service
• Single Sign-On for all agent and supervisor applications to support a better security and user experience
Introduction
Cisco Unified Contact Center is part of the Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop computer telephony integration (CTI), and multichannel contact management to contact center agents over an IP network. It combines software IP automatic call distribution (ACD) functions with Cisco Unified Communications in a unified solution that enables companies to rapidly deploy an advanced, distributed contact center infrastructure.
Primary Components of the Cisco IPCC Remote Agent Option
The primary components of the Cisco IPCC Remote Agent Option follow:
Cisco IP Contact Center solution: Cisco IP Contact Center (IPCC) combines Cisco IP Telephony and ready-to-use CTI capabilities in a call-center product suite. The software includes intelligent call routing, multichannel ACD capability, IVR, call queuing, and consolidated reporting features.
Cisco IP Contact Center components include the following:
Cisco Unified Communications Manager: Provides traditional private branch exchange (PBX) telephony features and functions to packet-telephony devices. Installed on a server-class PC, Cisco Unified Communications Manager software provides basic call processing, signaling, and connection services to Cisco IP phones, VoIP gateways, and software applications.
Cisco Computer Telephony Integration Object Server (CTI OS) Desktop and Cisco Agent Desktop: Allow an agent to control the remote agent state (for example, login, available/unavailable, and work or wrap-up) and perform call control (answer, release, hold, and transfer).
Cisco Unified CVP (formerly Internet Service Node) or Cisco Unified IP IVR: Provides announcements, prompting, gathering of caller-entered digits, and a queue point to park calls when all remote agents are busy.
VoIP gateways
Centralized monitoring and recording: Provides call-center managers with real-time and historic data for all remote agents.
Cisco Virtual Office teleworker architecture (for IP phones only): The Cisco Business Ready Teleworker architecture, combined with Cisco IP Contact Center, gives remote agents the same accessibility to call-center applications as staff based at central sites. Cisco Virtual Office provides the most comprehensive security and network management available in a teleworking environment over a standard cable or broadband connection, including QoS to help ensure prioritization of mission-critical or delay-sensitive traffic. Cisco Business Ready Teleworker can be quickly and cost-effectively deployed to deliver high-quality, consistent application access for remote agents through an always-on, highly secure, and centrally managed connection to the enterprise network.
The solution is built on the Cisco IP Telephony infrastructure, which includes:
Benefits:
Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well.
For IT professionals, Cisco Finesse offers transparent integration with Cisco Collaboration portfolio. It is standards compliant, and offers low cost of customization of the agent and supervisor desktops.
Cisco Finesse provides:
Efficiently gather and cost-effectively analyze business intelligence from your contact center's thousands of customer conversations each day.
Use Cisco MediaSense to record, play, stream, and store media, including audio and video. This open-standards, network-based platform helps you capture conversations for:
Cisco MediaSense provides:
Cisco MediaSense records conversations on the network rather than on a device. This simplifies the architecture, lowers costs, provides optimum scalability, and facilitates use by analytics applications from Cisco technology partners.
Conferencing
In the cloud or on premises, collaborate anywhere, more securely, with high-quality, integrated voice, video, and content sharing.
Better conferencing solutions mean better business.Cisco Conferencing solutions give you more secure collaboration from mobile devices, desktops, or meeting rooms. Bring employees, customers, and partners together to collaborate from anywhere with highly scalable voice, video, and content sharing.
WebEx:
WebEx lets you have online meetings with anyone who has an Internet connection – including mobile users. You will be connected via audio and you can share content from your computer which lets you see the same things at the same time – like PowerPoint files, Word documents or even browse the web together. Within the meeting, you can “Pass the Ball” so any attendee can control the meeting and share.
WebEx can help any small business, teleworker or home user conduct their business meetings more professionally and efficiently.
Audio
With an online meeting, you can join using your landline telephone, your mobile or via VoIP using a headset connected to your computer. It’s all up to you. When you log in to your meeting, phone numbers for connecting are provided or you can choose to use your VoIP headset.
Video
Online meetings are often called “video conferences” because participants have the option to share their image via webcam. With WebEx, you can have a conversation with the other people in your meeting and the image will dynamically change to show you who is speaking. It’s like meeting in person but using everyone’s webcams.
Mobile
Meetings don’t have to happen just on the computer. WebEx has free mobile applications for most SmartPhones, and the iPad so you can join a meeting when you aren’t at your desk. Just download the application and join. You can also host a meeting from your phone.
Recording
One of the coolest features in WebEx is its recording feature. Once everyone has connected into the meeting, press record and you will instantly capture whatever is happening on audio, video, along with what you are sharing on screen. This means if someone misses the meeting, you can send them a copy to catch up – it also means you can fully participate in the action and use the recording to take notes later.
Publishing
You can use recordings to capture important content that you want to share with others. Many of our customers record themselves giving a presentation or demo and then post the recording to their website. It allows them to leverage their time by packaging their information efficiently while still making it personal.
What can you do with WebEx?
Web conferencing lets you do almost anything you can do face-to-face. How you use WebEx is limited only by your imagination. Here are a few examples:
Features and Capabilities
Cisco WebEx video conferencing is a cost-effective alternative to face-to-face meetings. Use it to collaborate with customers, partners, and employees worldwide so you can:
Hold video conferences with Cisco WebEx Meeting Center to:
Accelerate decisions and keep projects on track in real time:
Enhance engagement with a lifelike video experience.
With TelePresence Server, anyone can join a meeting using video, audio, and content sharing, from any mobile, desktop, or room system, anywhere. People can meet the way they want—in one-on-one discussions; in personal, always-on meeting rooms; or in scheduled meetings.
Cisco TelePresence Conductor helps to ensure that the user experience is always, consistent, irrespective of user, meeting type and endpoint. TelePresence Conductor is a virtualized application
Stay connected with endpoints, from IP phones and video conferencing to web, mobile, and desktop clients.