At Enterprise Connect 2020, Javed Khan (Senior Vice President and General Manager of Cisco Collaboration) outlined Cisco’s new solutions for remote work and a safe return to the office. He emphasized empowering the remote worker through Cisco’s unified Webex app, which has capabilities for audio and video conferencing, messaging, device control, integration with cloud storage (such as Google Drive and OneDrive), and contact center.
Specifically, the Webex Teams solution (part of the unified Webex app) has several new additions to improve video conferencing. These include:
Source: SoftwareReviews Cisco Webex Teams Scorecard. Accessed September 2, 2020.
Cisco has also produced several hardware solutions to help enable a safe return to the office. This includes a touchless phone and video meeting experience (through voice control) and real-time room capacity warnings on devices.
For contact centers that are dealing with higher than normal call volume, Cisco is offering its Webex Contact Centre Artificial Intelligence (CCAI) solution, which was announced earlier in 2020. Key capabilities include intelligent self-service, real-time transcripts, automated call wrap-up, and live agent assistance. This solution is bolstered by Cisco’s Webex Experience Management (formerly CloudCherry), which shows agents the customer journey, offers predictive analytics, and a provides a survey builder.
Cisco continues with its solution consolidation with the unified Webex app. With various Webex solutions in existence (often with overlapping functionalities, such as Webex Teams and Webex Calling), Cisco users will be glad to see improved ease of access and rationalization.
Some long-awaited features have now arrived on the Webex Teams platform. The ability to change backgrounds and raise one’s hand keeps Webex toe-to-toe with other best-of-breed collaboration applications; indeed, Webex Teams comes second in SoftwareReviews’ ranking of team messaging and collaboration tools. However, where Webex Teams pushes ahead of the competition is with the Webex Assistant, which represents the further integration of AI technology to optimize end-user productivity. Notetaking and identifying action steps during meetings, for instance, will surely become a new standard for collaboration software.
For those who have already integrated and are leveraging Cisco solutions (especially Cisco Unified Communications Manager), Webex Teams is an excellent option that will continue to be at the forefront of collaboration software. Of course, Cisco’s continued investment in Webex Teams will pose conundrums for those currently using Office 365. Info-Tech’s Rationalize Your Collaboration Tools resource offers methods to help you think through which of your tools should be made redundant.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Vijay Sundaram, Chief Strategy Officer at Zoho, describes a major release of new apps and services focused on enabling hybrid work.
At its fifth annual Zoomtopia conference, Zoom announced a wide range of innovations and upcoming products, including feature improvements for Zoom’s core videoconferencing platform; expansions for Zoom Phone and Zoom Events; and the introduction of Zoom’s Video Engagement Center.
This note outlines Info-Tech’s Three C’s of Enterprise Collaboration framework to help buyers effectively navigate the collaboration software marketspace.
With a return to the office looking ever more feasible, organizations need to consider what role web conferencing solutions will play moving forward. This note outlines three trends organizations should be aware of as we move into 2022.
On March 30, 2021, HCL Technologies briefed Info-Tech on the roadmap for Connections. For 2021 and 2022, users can expect Connections to have seamless Microsoft 365 integrations, enhanced user experience frameworks, landing pages for user engagement (with tailored notifications and updates), and broader integrations with third-party applications.
On February 24-25, 2021, Zoho held its annual ZohoDay – a conference aimed at communicating the state of the business and product roadmaps. The event coincided with Zoho’s 25th year as a company, testament to Zoho’s long-term business approach: grow organically, have zero debt, zero external investments, remain cashflow positive, and plow cashflow back into the business and customers.
This note highlights the top three trends to watch for in the 2021 UCaaS market.
On October 6, 2020, Cisco introduced a slew of updates for Webex software and hardware, coming October and early November. This briefing predominantly featured the release of Webex Room Navigator with of IoT technology, which seeks to reduce COVID-19 spread and optimize office footprint.