Connected Contact Centers in the

Internet of Everything Era

#FutureOfIT

Hans HwangVice President of Cisco Services Global

Enterprise Segment

Future Of IT Podcast Featuring:

Paul StockfordFounder and Chief Analyst of Saddletree

Research

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In a consumer-centric landscape,

where a brand’s reputation is

largely influenced in real-time on

connected devices, collaboration

is enabling innovation in contact

centers and across the

enterprise.

“I have to say that customer experience

is probably one of their top one or two

priorities at all levels, from the CEO

all the way down to individual contributors.”Source: Hans Hwang, Vice President of Cisco

Services Global Enterprise Segment

#FutureOfIT

“The lesson learned, of course, was the

customer service function is of utmost

importance especially in good times and in

bad, and we see the result of that in the

employment numbers in the industry.”Source: Paul Stockford, Founder and Chief

Analyst of Saddletree Research

#FutureOfIT

“… there is a connection between industries

that are being disrupted with this increased

focus on upgrading contact centers…You

know, I think back to the days when the

happiest industries of contact centers was

telecommunications. That industry went

through a lot of disruption.”Source: Hans Hwang, Vice President of Cisco

Services Global Enterprise Segment

#FutureOfIT

“There is going to be a lot more data that

needs to be part of customer interactions to

make them richer, and the Internet of

Everything will provide a lot of that.”Source: Hans Hwang, Vice President of Cisco

Services Global Enterprise Segment

#FutureOfIT

“The more things change, the more they

stay the same. Keeping your customers

happy, having a service that differentiates

yourself to new customers, that’s always

going to be important.”

Source: Hans Hwang, Vice President of Cisco

Services Global Enterprise Segment

#FutureOfIT

“I think there’s a movement within the

industry to capture the voice of everyone

(customers, agents, colleagues,

competitors).”

Source: Paul Stockford, Founder and Chief

Analyst of Saddletree Research

#FutureOfIT

“We’re seeing a lot more introduction of

video and mobile into this next wave of

contact center functions.”Source: Hans Hwang, Vice President of Cisco

Services Global Enterprise Segment

#FutureOfIT

“I think having an end-to-end security

architecture and then an ongoing audit

mechanism to see whether you have been

compromised is critically important.”Source: Hans Hwang, Vice President of Cisco

Services Global Enterprise Segment

#FutureOfIT

“Wherever the data is, it’s going to be at risk.

So, I think Hans is right on the money with

the advice that it has to be an ongoing audit

to make sure your data is secure.”Source: Paul Stockford, Founder and Chief

Analyst of Saddletree Research

#FutureOfIT

More about the Future Of IT:

Read Hans Hwang’s blog: Connected Contact Centers in the

Internet of Everything Era

Listen to Future of IT Podcast

Subscribe to the Future of IT Podcast Channel via iTunes

#FutureOfIT