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.
The Australian Taxation Office deputy commissioner John Dardo says he's confident the department's voice biometrics technology provides efficiency without compromising security.
The ATO deployed Nuance's Vocal-Password in August last year and FreeSpeech in April this year, and Dardo told The Australian the technology was delivering better customer experience and faster resolutions for callers. "No one wants to be on a call to an agent longer than they need to, but we also need to ensure that for people who call us regularly, convenience and ease of access are effectively balanced with our mutual need for security," he said.
The ATO's technology analyses more than 100 unique voice characteristics while the customer speaks, and compares them with the relevant stored voiceprint. "Every person's voice is unique in the same way their fingerprints or irises are unique," said Nuance's Weideman. "Our system can detect patterns outside the frequency of the human ear."
Chinese ICT service provider DYXnet has won the latest Customer Relations Excellence Awards organised by the Asia Pacific Customer Service Consortium.
DYXnet Customer Care Director Samuel Chan, was also named CRM Manager of the Year in the Network Communications Category. "Over the past few years, DYXnet has been investing several million Hong Kong dollars in enhancing our Customer Service Centre (CSC)," said DYXnet's Wallace Ng.
"We are honored to have Samuel Chan, our key member of the CSC team, recognised as the winner of CRM Manager of the Year 2014 by the APCSC," said Ng. "We believe the CRE Award would be a great encouragement and recognition to him and to the whole team. We will keep on the motive in the future by continuing our service with the highest standards so as to create more value for our enterprise clients."
SYDNEY, July 3, 2015 -- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of customer engagement, unified communications and collaboration software and cloud services, has made available a new customer engagement cloud service
Interactive Intelligence designed the new service, PureCloud Engage
"Contact centres are adopting new technologies to keep up with the ever changing demands of how customers choose to interact with a business," said Brendan Maree, Interactive Intelligence senior vice president for Australia, New Zealand and Japan. "PureCloud Engage℠ is not only cost-effective, but can quickly deliver highly reliable, scalable and innovative multichannel applications, thus enhancing the customer experience and offering managers data and insights to make the right business decisions."
"Contact centre applications are transitioning into the cloud and major vendors like Interactive Intelligence are fast responding with new and visionary cloud offerings," said Siow-Meng Soh, IDC Australia’s research manager for telecommunications. "Driven by the need for greater business agility, we expect the adoption of cloud-based contact centre technology to accelerate in Australia, with total Australia public cloud services estimated to grow to $2.7 billion by 2017 at a CAGR of 24.7 percent."
PureCloud Engage℠ offers multichannel routing, speech-enabled interactive voice response, outbound campaign management, multichannel recording and quality management, reporting, customer relationship management integrations, and graphical scripting.
New PureCloud Engage℠ features will be delivered on a continuous basis. Planned features include a unique capability that incorporates advanced behavioral analytics to automatically match customers and agents based on personality profiles, geolocation and automated learning. Another upcoming feature enables customers to browse agent personality profiles to determine the best match then connect via his or her preferred communications channel.
PureCloud Engage℠ is delivered from the PureCloud℠ platform, which runs on Amazon Web Services (AWS) for maximum reliability, scalability and security. The PureCloud℠ platform is the first enterprise-grade, multitenant, distributed cloud platform built for multi-use cases: collaboration, communications and customer engagement.
PureCloud Engage℠ is offered by the Interactive Intelligence global channel throughout Australia and New Zealand, and by the company’s direct salesforce.