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.
Commonwealth ombudsman Colin Neave says treating every complaint from the public as if it could represent a systemic issue is one area the private sector has the edge on government agencies.
Neave, who has concluded his investigation of complaints handling in government agencies, told The Mandarin, that public sector complaints handling has improved but can still be rote, officious and invisible to leadership. He said if an agency's complaints are down, it might mean there are fewer issues, or invaluable public feedback about systemic problems just isn't getting through.
"I think a secretary of a department should get reports about complaints," Neave said. "The same way I know in the banking sector, a lot of chief executives in banks get reports about what people are saying about them." He said complaint handling is a very important part of getting feedback on the way you're doing business. "You may need to refine the way you're doing business based on the feedback you're getting from in effect your customers. Complaints should be valued, they should be looked at very carefully."
China Banking Corp. has opened its newly-completed 17-story BPO facility in Cebu Business Park.
The China Bank Corporate Center, accredited by the Philippine Economic Zone Authority (PEZA), caters to BPO and is adjacent to the 1,780-square meter China Bank Cebu Business Center which opened in 2009. China Bank chairman Hans Sy said the corporate center will be a premier office location providing first-rate work environment for BPO companies.
"It is now ready for occupancy and we welcome tenants looking at taking their businesses to new heights," Sy said in a statement. "Cebu is home to China Bank's first ever provincial branch, Cebu-Magallanes, opened in 1948. Now, it has a branch network of 23 China Bank, two China Bank Savings, and three Plantersbank branches serving the banking needs of the residents and entrepreneurs of Cebu and contributing to the vitality of the local economy," he added.
San Francisco, CA (January 20, 2015) — Cyara announced today that TMC, a global, integrated media company, has named Cyara FIVE as a 2015 CUSTOMER Product of the Year Award winner. Cyara FIVE is the latest and most advanced version of Cyara’s onmi-channel customer experience testing and monitoring platform.
Cyara FIVE enables CX professionals to take control of their customer experience environment with "software that is fun to use." The comprehensive platform supports the logical transition of channels that Cyara customers offer consumers, now including digital interactions such as chat, email, and web callback. Significant functionality has been added in Cyara FIVE that will support Cyara customers in delivering the customer experience they have designed, including:
"Cyara pioneered the concept of putting control of the quality of the customer experience in the hands of our customers by building the easiest-to-use, yet most powerful, testing software available. Cyara FIVE continues this tradition incorporating innovative features that our customers have told us are important to them," said Alok Kulkarni, CEO, Cyara.
"On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Cyara with a 2015 Product of the Year Award," said Rich Tehrani, CEO, TMC. "Its Cyara FIVE solution has proven deserving of this elite status, and I look forward to continued innovation from Cyara in 2015 and beyond."
The 17th Annual Product of the Year Award winners has been published in the January/February 2015 issue of CUSTOMER magazine.