Chris Botting, Senior Director Product Development, Customer Collaboration, Cisco and Ross Daniels, Director of Marketing, Customer Collaboration, Cisco.
Cisco Directors, Chris Botting and Ross Daniels, stated that Cisco is globally the number two contact centre infrastructure provider with an estimated ACD market share of 18% globally, lagging number one provider Avaya who currently own an estimated share of over 35%. However, Cisco claims to be making inroads into Avaya's dominance. In the IVR market Cisco state they are ranked number one, and research from Gartner places Cisco in the 'Leaders' category within the Contact Centre Infrastructure Magic Quadrant.
Daniels highlighted Cisco's business performance within the ACD market. "Within the ACD business our share gains over the last couple of years have been impressive. We have jumped from number three or four to number two worldwide, and in certain markets, such as the US, we have closed the gap significantly on Avaya where Cisco has a market share of 29%."
Daniels continued, "Our projections have Cisco as number one in North America in the next 1-2 years. Our objective will then to be number one globally in the next 3-4 years."
When asked about Cisco's business focus Daniels confirmed that contact centres is now a key priority for Cisco. Daniels stated, "Cisco went through its own corporate struggles in 2011. Cisco came out of that having identified there had been too many priorities and too many things distracting us. There are now five priorities for the company, and the second of those priorities is Collaboration. There are four pillars under Collaboration, one of which is contact centre-or as we call it Customer Collaboration."
But Daniels admitted that the contact centres still struggle for attention across the broader Cisco business. He added, "For twenty years Cisco have been very successful selling and marketing 'boxes', talking to technical people about hardware solutions. Contact centre is about as opposite to that as you can get. First of all you do need people who can talk technology, but it is a bit more software oriented. Then you have to able to talk the Contact Centre Manager's and the Operations Manager's lingo."
In terms of Australia, Daniels and Botting highlighted that Australia is one market that has been recognised as one with significant opportunity for Cisco. Daniels stated, "We have lots of good things in place in this (Australian) market, a good solid product, good sales teams on the ground and a good set of partners. We have a lot things working on our side from a product, marketing, channel and sales point of view. With a little bit of extra investment we feel we can accelerate growth."
Along with greater support from Cisco's executive team and greater investment in the contact centre business, Daniels and Botting highlighted the role that product innovation has played in driving the positive contact centre business performance for Cisco. Daniels added, "We had a strong focus on innovation in 2010. We launched significant new products to the portfolio in November 2010 including our social solution, SocialMiner, a new agent desktop called Finesse and a new recording infrastructure called MediaSense. These were all big projects, and all wrapped around significant innovation. We hadn't been out to the Australian market with that much concentrated innovation in a long time." Daniels continued, "It was very well received."
Daniels went on to discuss how Cisco's focus has shifted. He stated, "As we have gone through 2011 our focus and message has shifted to innovation balanced with execution. This means focusing on the core products and developing solutions that are aimed at simplification to take advantage of the more 'mass market' opportunities."
Botting added, "There is more of a focus on operational simplification." Botting added, "Cisco Unified Contact Centre Express is a good example. For companies for whom contact centre is not their primary differentiator, Contact Centre Express is a nice turn-key all in one solution."
Botting continued, "What we have found is a section of the market that wants the attributes of our more powerful Cisco Unified Contact Centre Enterprise product but with the simplicity of Contact Centre Express. To target this need we have launched Packaged Contact Centre Enterprise in the last few months."
Botting concluded, "We think we have a really good opportunity, with Packaged Contact Centre Enterprise, in the Australian marketplace and the ability to deliver an easy sales cycle. Feedback from our Partner community has been very positive. We have turned what was traditionally a 12 month sales cycle into a four month cycle."
Cisco has identified the importance of simplification as a key message and has developed products and sales process to match. The contact centre world is becoming more complicated as the plethora of channels expands and customers demand better service. Therefore anything that makes life simpler for the contact centre should be welcome news.
Software vendor IPscape has won Frost and Sullivan's Australia Cloud Contact Centre of the Year Award.
The award follows the public cloud provider's recognition by Deloitte's 2013 Fast 50 program as one of Australia's fastest growing companies. IPscape chief executive Simon Burke said both awards provide independent recognition of IPscape's growing leadership position in the public cloud market.
"In the Australian market we see an increasing demand from both SME and Enterprise businesses for public cloud solutions which is driven by a greater understanding of the benefits that can be delivered," he said. According to IPscape, the demand for cloud contact centre solutions was accelerating in Asia as multi-national and local enterprises looked to provide more agile customer service solutions in high growth markets.
India's Travancore Devaswom Board will set up a contact center facility to help Hindu pilgrims.
Travancore Devaswom Commissioner P Venugopal said the contact center would offer people across the world information on the flow of pilgrims, online booking for accommodation, details on payment of donation and public transport schedules. "The details will be available in Telegu, Kannada, Tamil and Malayalam in addition to English," Venugopal said.
To get a feedback on the facilities available for the pilgrims, the TDB will also set up a mailbox at the Sannidhanam temple for pilgrims to file suggestions and complaints.
Supervisory application helps contact centres improve quality assurance by giving managers untethered access to information.
Sydney, 25 October 2013- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition
The application runs on an iPad or iPad mini giving contact centre supervisors and managers greater mobility for improved quality assurance.
"Plain and simple, contact centre managers are more effective when they're on the floor, visible, and accessible to agents," said Interactive Intelligence Chief Marketing Officer Joe Staples. "However, the challenge has been that once out of his or her office, managers lose visibility into statistics needed to do the job. We designed Interaction Supervisor iPad Edition™ to help supervisors react more quickly to agent and customer issues wherever and whenever. Faster decision-making based on detailed, real-time statistics means organisations can further improve their customers' experience – and that's what we're all about."
Interaction Supervisor iPad Edition™ is part of the company's all-in-one IP communications software suite, Customer Interaction Center
Interaction Supervisor iPad Edition™ is available immediately and is offered through the Interactive Intelligence channel of more than 350 global resellers, and through the company's direct sales team.
For more information, visit http://www.inin.com/solutions/Pages/Interaction-Supervisor-iPad-Edition.aspx.
Game-changing product evolution delivers powerful new benefits and market opportunities
Melbourne, AU; Burlington US; Leeds, UK – 4 December 2013 – Panviva today announced the introduction of SupportPoint Cloud, the next generation of its flagship software product, SupportPoint. SupportPoint Cloud is a true cloud platform, built on open standards and providing all the best advantages of cloud technology - including flexibility of deployment, scalability, reduced costs of administration and ownership, and ease of integration with other systems.
SupportPoint is a business process guidance system that simplifies tasks for online workers in highly complex business environments. It provides role-specific, step-by-step navigation and moment-of-need answers for people working through procedures that require a high degree of accuracy, speed, compliance and customer satisfaction.
According to Panviva CIO Ben Cordeiro, "This next-generation software retains the functionality of the original product in a true ‘cloud-by-design' solution. We have re-engineered our software from the mechanical level all the way to the user interface, enabling us to embed cloud design principles at the core of our product's architecture. In doing so we've created a solution that's truly future-proof, leveraging the best of contemporary system design thinking and technologies, allowing SupportPoint to rapidly align with shifting market demands and deliver significant business benefits to both our onpremise and cloud customers for many years to come."
Major New Benefits of SupportPoint Cloud
Flexible deployment and reduced Total Cost of OwnershipSupportPoint Cloud uses only Internet-based technology on the desktop and requires nothing further to be installed. For companies accustomed to dealing with cumbersome desktop installs this represents enormous savings in IT administrative costs, time to deployment and business disruptions from system upgrade projects.
Supporting customer self-service
SupportPoint Cloud's added flexibility also opens up new opportunities to deliver some, or all, of the same information to customers and partners on the other side of the firewall, providing a knowledge management system that can also support customer self-service environments.
Modular and Scalable
SupportPoint Cloud's architecture enables enterprise-level scalability to deliver a high availability solution today, that will continuously evolve towards dynamic scalability. The modular design also allows for quicker innovation and user adoption, with new or enhanced functionality being easily added as an extra module, without customers having to upgrade the whole system.
More buying choices
Customers have the option of buying however they wish. If a customer needs an additional 50 user seats tomorrow for a period of just a few months, SupportPoint Cloud can make them available affordably and instantly.
SupportPoint Cloud interoperates with virtually any other application though its new API platform and the introduction of an Enterprise Service Bus as a core design element. Panviva's new connector platform includes pre-built connectors that will make it easy to integrate SupportPoint with other products and standards such as SharePoint, Documentum, HL7, CMIS, MS Dynamics CRM, Salesforce and Zendesk.
Employing HTML 5, SupportPoint Cloud can display its content on any browser-enabled device. The user interface has evolved to fully support new design standards and navigation modes made popular by the rapid migration to mobile devices, such as smart phones and tablets. "SupportPoint Cloud is a turning point for Panviva and the Business Process Guidance market generally," said Ted Gannan, Panviva's CEO and Co-Founder. "It will put Panviva at the forefront, and enable us to quickly and continuously deliver innovation that helps our customers deliver better service at lower cost and higher levels of compliance. It is a game-changer."
SupportPoint Cloud is available immediately.