Webex Meetings June 2020 Update: Transcriptions, Background Blur and Mobile Grid View

Webex Meetings Updates

June brings some good news, which is something we can all use! This month’s edition will provide you with updates on Webex Assistant, blurred backgrounds, and VDI support as well as insights to improved user experience with Webex Meetings on desktop and mobile. We are continuously working to keep Webex Meetings a user friendly and intuitive platform which is why I am excited to share these updates with you.

Webex Assistant Trials Have Started + Webex Assistant Edits on iOS and Android

You can now use just your voice with Webex Assistant to handle some of the mundane meeting tasks and enhance your Webex Meetings experience. Now, in trial, Webex Meetings gives you live transcription, automated closed captioning and highlights, voice commands, recorded transcripts and post-meeting support such as keyword search across your recording meetings. The 90-day free trial is available and to all Cisco customers*. Contact your collaboration sales specialist or account manager for more information on how to sign up.

Webex Assistant is officially supported on this month’s update and will be orderable toward the end of the month. Webex Assistant is also coming to the Webex Meetings mobile app. For iOS and Android users, after a meeting, mobile hosts and content owners will be able to:

- Edit transcript

- Edit/remove the highlights/title of the record

- Share highlights/transcript to others

For the Desktop

MAC background blur – You can already do this today on iOS devices, but we’re now bringing it to Mac users. And just in time, because this feature will be very useful while working from home or from an open workspace. You can now blur the background of your webcam video when joining Webex Meetings and Webex Events from a Mac. The blur capability can help clean up a messy or unprofessional background and quickly get you ready for your video call.  It offers privacy and removes items from your background that may detract from your meeting. So, go ahead and join a video meeting from anywhere without worrying about what others might see behind you. And very soon, you’ll be able to choose a different background altogether. Stay tuned for that!

Choose Scheduler for Webex Meetings Desktop App – Webex site meeting scheduler has been added as a customization option to the Schedule button in the desktop app. This is a great benefit for those who do not use Outlook as their scheduling tool. IT administrators can choose the setting and deploy it to all users on their site.

VDI supporting VMWare and Citrix with Ubuntu and eLux – I am excited to announce the availability of the early field trials (EFT) of Cisco Meetings VDI now being supported on VMWare with Windows thin clients and Citrix with Ubuntu and eLux thin clients. Now end users can experience optimized audio and high definition video on their VDI desktops in the same way as laptop devices with minimal latency and high fidelity.  Administrators can download the VDI plug-in for these thin-client platforms from their Webex site to easily deploy to their end-users.

Improved Call Me option – Put this in the no brainer category. Whether connecting to your meeting audio from your computer or from your mobile/desk phone, we want the experience to be as simple as possible. With the June update, you now can very easily add or edit a phone number more intuitively when dialing in from mobile using the Call me feature. It is now more clear where a user needs to add (or edit) their phone number.

Mobile Updates

Increased grid view: iOS and Android

Want to see everybody in the meeting when you’re on mobile? With this month’s update, we’ve added the number of videos and made a video grid view the default layout for meetings! This enhances the quality of mobile meetings by allowing you to see more of your meeting participants at the same time, including your own self-view in the grid.

Android:

◉ phone user’s default meeting setting will be a 3×2 grid view for landscape mode

◉ tablet user’s default setting will be a 3×3 grid view in landscape mode

◉ Tablet user’s default setting will be a 4×2 grid view in portrait mode

iPhone:

◉ (Beta) a 3×2 grid view for landscape mode

◉ 2×2 grid view will be the default setting for portrait mode

◉ An additional 3×3 grid view is available for iPhone landscape mode that can be turned on in-app settings.

Both Android and iOS users can revert to their original grid view via their in-app settings.

Smart Meeting Bandwidth detection – Your mobile meetings will no longer be interrupted when you experience poor network connections. Mobile users will be prompted to turn off video when they are experiencing low bandwidth so that the audio quality remains strong. This feature is available for iOS and Android.

Mute/Unmute from the lock screen – When you are walking to your car while in a meeting, you will be able to mute and unmute your audio from your lock screen. No more awkward pauses while fumbling with things in your hand, trying to type in your passcode to answer a question in a meeting.

One Tap to Join for Android users – Android users now only have to touch one button to join a meeting. No more being late to your meetings because you are searching emails for access codes and passwords.

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When it comes to security, how many vendors is too many?

How many security vendors do you have in your environment? 10? 25? 50? Are you finding this number manageable, or is it difficult to monitor and maintain solutions from so many different companies? And what about security alerts? Are you able to investigate all the alerts you’re receiving, or are there just too many to address?

If you’re like many other organizations today, you’re getting inundated with alerts, have too many interfaces to pay attention to, and therefore wish to secure your environment with fewer products and vendors. According to the below figure from our 2020 CISO Benchmark Report, in 2017, 50% of organizations were receiving 5,000 or fewer daily security alerts. Now, only 36% of organizations fall into this category. And the amount of organizations that receive 100,000 or more daily alerts has grown from 11% in 2017 to 17% in 2020 – an albeit small, but still troubling rise. This number should be going down, not up.

Not surprisingly, 81% of respondents in our survey said they find managing a multi-vendor environment to be challenging. And 28% find it ‘very challenging.’

Does any of this sound familiar? Are you struggling to manage a constant deluge of security alerts from multiple products? Are you spending more time being reactive than proactive when it comes to security?

An intricate spider web versus tangled shoelaces

What if instead of stringing various security solutions together, they were all intertwined into a single, unified platform? What if instead of resembling a pile of tangled up shoelaces, your security infrastructure looked more like an intricately woven spider web? A spider web whose various threads connect and work together as a system to efficiently catch prey (aka attackers).

Webs enable a spider to catch prey more effortlessly, without having to chase it down. This serves as a great metaphor for what we’re trying to do with Cisco SecureX. Recently launched at our Cisco Live digital event, Cisco SecureX is a platform designed to help security teams more holistically combat threats while saving time.

Cisco SecureX – A platform approach to security

Cisco SecureX provides integration between our security portfolio, third-party offerings, and customers’ core infrastructure to dramatically streamline protection. The integrated approach strengthens defenses by fostering automation and reducing the need to manually toggle between various security technologies to figure out what’s going on. Cisco SecureX delivers pervasive visibility across the enterprise to allow for faster threat detection and mitigation, simplified workflows, and better collaboration – without you first having to untangle a pile of mismatched shoelaces.

Embedded and included with all of our security products, Cisco SecureX is not a new offering that you have to buy. Instead, it unites your existing security stack to make each product work better as they share intelligence and automate remediation. And, it provides one view into these products from a single interface to make things clearer and minimize complexity, thus freeing up time for your team to better understand and utilize each of your security products. That way, you can finally get the full benefits from your investments.

Vendor consolidation on the rise

With Cisco SecureX, we are responding to our customers’ challenges of having too many alerts and products to manage, and a subsequent desire for simplification. Through our CISO Benchmark Report, we see that the trend of reducing the number of security vendors within the enterprise environment is growing. Today, 86% of organizations are using between 1 and 20 security vendors, and only 13% are using over 20. According to the below chart, organizations continue to use fewer vendors each year.

The Cisco SecureX platform provides broad coverage across your entire network and all threat vectors. It can help reduce redundancies among your security infrastructure and decrease the need to continuously add new vendors and products to the mix. Instead, the open, scalable platform can enable you to simply add new functionality as it becomes available or as new threats arise.

Addressing cyber fatigue

This new approach couldn’t come at a better time, as 42% of respondents in our CISO Benchmark survey say they are suffering from cyber fatigue (defined as virtually giving up on proactively defending against malicious actors). Of those suffering, 93% receive more than 5,000 alerts every day, indicating that complexity appears to be one of the main causes of security burnout.

In fact, our data shows that due to a lack of time and resources, today’s organizations are only able to remediate 50% of legitimate security threats. Think about that. Fifty percent! That’s not a great number.

Here are some better numbers:

◉ 95% of customers say that our security platform helps them take action and remediate.

◉ 98% of customers find that the unified view provided by Cisco SecureX enables rapid threat response.

◉ 91% of customers say that our security platform helps their teams collaborate more.

All of this leads to stronger, less complicated security.

According to Steve Martino, Cisco’s own CISO, “I need visibility to help my team understand what’s happening in our environment, whether it’s on prem, in the cloud, or wherever it is. If I have to do it through 20 or more vendors, I’m never going to get that visibility across all of it.” Providing that visibility, and more systematic security, is exactly what Cisco has set out to do.

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Tips on How to Host a Great Virtual Event

Hosting a Virtual Event with Webex Events

Let’s face it… hosting a virtual event can sound pretty daunting. But don’t stress, we are here to help! Let’s pretend the big day is right around the corner and so far, you’ve scheduled your virtual event/webinar with Webex Events and the attendees are registered.

Now you may be trying to figure out “how can I keep everyone engaged?” or “how will I be able to reach my full audience?” or simply “OMG – How do I NOT screw this up?”

Well, sit back, relax, and let us help you navigate your way through hosting a great virtual event.

Days Before the Event

Recruit an event team– It may be helpful to have team members at your side during the event. Look into having a moderator to help with introductions, to transition between talking points, to interact with audience members through chat, and to deliver closing statements.  Also, identify a Q&A response person(s) who will manage the polling and Q&A panel. This will help you focus on delivering the best quality content. The “event team” (Q&A responders, moderators, etc) should be invited to the event as panelists instead of attendees.

Set up a time to rehearse- Schedule a 30-minute “practice event” through Webex Events with those that are helping you with the event (panelists). Make sure everyone understands the event format, which controls to use, and what their role is.

Check internet connection- Run the “health checker” report during your rehearsal to make sure you are fully connected. For optimal internet connectivity, we suggest hardwiring your internet connection.

Day of the Event

Minimize background noise – Ensure you are in a quieter location with minimal distractions. Less background noise will give your audience a better chance of hearing you clearly.

Check-in with the preview window- Chose your audio and video delivery platform whether that is your computer, video device, phone, or headset. We suggest using a headset/mic for optimal audio. The preview window also gives you a chance to check your background. Your kids’ playroom doesn’t make the best virtual event background? We get it. Customize your background by choosing one of the virtual backgrounds or apply a simple blur effect.

Be camera-ready- If you look good, then you will feel good. If that means jeans and a tee-shirt, great. If that means a blazer and a tie, then that is cool too. However, solid colors do work better for the camera. Being camera ready will help set the tone for the entire event.

Showtime – During the Event

Turn on video – Now that you are dressed for the part, make sure your video is actually turned on. Face to face interaction goes a long way. Turning on video creates a more intimate, realistic environment.

Join early and Turn on the practice session – Host, panelists and other event team members can join a practice session, while the audience is joining, without being seen or heard by the attendees. This session allows the host and panelists to communicate with each other without the attendees being able to listen in. It allows the host and panelists to connect, get on the same page, and make sure things are working properly before going live. When you’re ready to go live, end the practice session. Now it’s showtime!  (You can now be seen and heard by the attendees.)

Join your audience early- Once you are finished with the practice session, close the practice session to join in with the attendees. Join your attendees 15-25 minutes early to allow the audience to get settled and figure out audio/video before the session begins.

Identify the schedule- Create a clear event agenda and stick to it. Be clear as to what the purpose of the event is and what information will be covered.

And if need be, don’t forget to record!

Extend Your Reach

Live stream capabilities – Reach as many people as possible by live streaming your event through platforms such as Facebook Live or LinkedIn. (link to live streaming article) Live streaming your event will enable you to reach a wider audience.

Engage Your Audience

Emphasize the Q&A panel – Highlight the Q&A panel to encourage your audience to ask questions that may come up along the way. Designate a team member to help answer questions.

Videos/Content Sharing – Show a video or share content that you have created for the event. Break up the pace to keep your audience on their toes.

Ask for interactions (hand raise) – Work in commentary that allows your audience to identify with a statement using the hand raise feature. For example, ask your audience to raise their hand if it is their first time joining a virtual event or if they are tired of being stuck at home. The chat panel and polling feature also facilitate event interaction.

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Meeting the Network Requirements of NVMe Storage with Cisco Nexus 9000 and ACI

One of the interesting things about working with Cisco’s high-end data center switches is seeing how well they adapt to new challenges.  We put a lot of engineering and R&D into products like the Nexus 9000, and for us it’s not just “faster and denser and more reliable.”  We like the challenges that network managers throw at us, and we like to help solve their problems.

Recently, a new type of storage transport “NVMe-over-fabric (NVMe-oF)” has been evolving, and we’re excited to see it shake up the world of storage area networking.  Until now, network managers haven’t had much of a challenge when it comes to storage: the network was so fast and the spinning hard drives so slow that natural network upgrades to 10G Ethernet (iSCSI) and faster Fibre Channel (FCP) speeds have kept storage managers happy.

What we’ve found in testing these new NVMe ultra-fast solid-state storage SANs in our labs is that things aren’t so simple anymore.  Storage teams now have the ability to saturate data center networks with incredibly fast devices. And this means that network managers need to look closely at this new generation of storage to understand what is different—and how they can meet the performance demands of truly high-speed storage.

NVMe storage offers multiple transport options namely NVMe-FC for Fibre channel fabric and NVMe-RoCEv2, NVMe-TCP for IP storage. Fibre channel networks can seamlessly handle NVMe-FC traffic and for IP storage we found some very interesting challenges for the network manager including:

◉ Flexibility – Integrate NVMe systems into existing networks using evolving protocols.

◉ Security – Securely deliver networking to NVMe storage systems, ensuring that clients and servers are isolated and that network connections between devices are tightly controlled.

◉ Performance – Deliver a high-performance network that meets the strict latency and loss requirements of these new storage protocols, even in the face of congestion and oversubscription.

◉ Visibility – Look deep across a whole network fabric to ensure that SLAs are being respected from end-to-end, all the way from client to server, and that capacity is available to handle failover events.

◉ Manageability – Accurately and easily deploy complex configurations, including access controls and traffic engineering across large switch fabrics.

We found that Cisco Cloudscale ASIC Powered Nexus 9000 switches and ACI Fabrics are great at meeting the challenges of NVMe-oF for IP based storage systems in data centers. We have done some testing and the findings are written in a white paper that does a deep dive into these five areas with testing results and configuration advice for network managers.

Here’s a summary of our results:

Cisco believes that different workloads will utilize different NVMe transport options and Cisco switches can provide the support for all three options (i.e. NVMe-FC, NVMe-RoCEv2, NVMe-TCP) today. We’re also working on a companion white paper showing how NX-OS powered Cisco MDS 9000 family products are taking the advantages of NVMe-FC innovations including, but not limited to, the NVMe analytics engine on the Cisco MDS 64GFC ASIC. Stay tuned for the NVMe-Anywhere whitepaper.

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Enabling Cisco Enterprise Calling from Microsoft Teams and Slack Messaging

Strategic Alliances and Integrations Enable Comprehensive Calling, Meetings, and Messaging Capabilities

In my role as a product manager here at Cisco, I regularly talk to customers about their collaboration environments. One question I get asked is what they can do to bring together collaboration tools from different vendors…

The Webex unified app is providing our customers with comprehensive calling, meetings, and messaging capabilities that integrate with our award-winning video devices and IP phones. The result is seamless and consistent workflows.

But we are also aware that many customers have existing investments in place with collaboration tools from other vendors, and we are committed to making sure that Webex is an open platform, that integrates with 3rd party applications to ensure our mutual customers have a solution that delivers the best possible outcomes.

Earlier this year one of my colleagues talked about how we are enabling organizations with Microsoft Teams and Slack messaging users to start Webex Meetings from these applications.

Now, new Cisco calling integrations allow you to use all your enterprise-grade voice and video calling features in combination with these messaging platforms.

Cisco Calling Integrations

Calling integrations allow you to expose Cisco calling buttons directly in other vendors messaging apps. We’ve built the Cisco calling integrations to provide you with flexible solutions plus we’ve made them very easy to deploy. We started with Microsoft Teams and Slack messaging apps. To deploy a Cisco calling integration you simply select the Cisco client you are using for calling and the calling platform you want to use.

Figure 1. Cisco Calling integrations for Webex and Jabber in the Microsoft Teams app store

When you have added the Cisco calling integration, you can launch a Webex Teams or Cisco Jabber call directly from your messaging app. When you click the call button, the integrations identify who you’re chatting with, resolves their calling address, and passes this information to your installed Cisco client which starts a Cisco voice or video call. The integrations support all Cisco calling platforms including Cisco Unified Communication Manager (UCM) based on-premises and hosted deployments, and Webex Calling for cloud.

There are no complex back end changes to make as these are client integrations. There are no call routing policies or dial plan changes to make, no additional licenses required, and no new hardware to manage. You can even use the calling integrations with desk phone control, which means your users don’t have to replace their handsets.

Cisco Calling from Slack

Slack has made its messaging platform very open to integrating calling providers like Cisco. Adding the Cisco calling integration to Slack means you use the native Slack call button to start a Cisco call directly from Slack.

Figure 2. Placing a call using Cisco Jabber from Slack

This could be using Webex Teams or Cisco Jabber as your softphone or controlling your desk phone. If your Cisco client is controlling your Cisco desk phone clicking the call button in Slack causes your Cisco desk phone to go off-hook and call your colleague.

Slack is popular with developers where users tend to like keyboard commands to take actions like making calls. Talking to Slack users it becomes clear this is a requirement for Slack users so we implement “/jabber” and “/webexteams” slash command allowing you to make calls at the command line.

We are continuing to work in partnership with Slack and plan to implement Slack’s new shortcut controls shortly. This will give you more calling destination selectable directly in Slack.

Cisco Calling from Microsoft Teams

The Cisco calling integration for Microsoft Teams has been available from the Microsoft Teams app store for just over a month now. This month we have extended it with new features and functionality. In addition to supporting Microsoft Teams desktop and web users, this month we added support for mobile and tablet devices. We also added new contact search capabilities, you can now search your Microsoft 365 Outlook contacts and call them using your Cisco calling platform via the integration.

Figure 3. Placing a call using Webex from within Microsoft Teams

Building Bridges with Webex

These two new calling integrations are just examples of the many integrations that the Webex platform supports, enabling people to enhance their communication and collaboration within their everyday workflows. For example, we’ve also worked with Microsoft to integrate Microsoft SharePoint and OneDrive Enterprise Content Management (ECM) solutions into Webex team messaging services to streamline collaboration on documents.

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Cisco SD-WAN Soars Towards SASE with Simple, Secure and Scalable Innovations

The world is changing, and the workforce is changing with it. The move to distributed teams, telework and pop-up clinics has only accelerated the path to cloud adoption that customers have been on the past few years. IT professionals surveyed by ESG say that half of the workforce will be operating remotely in 2021. The survey also says that 60% of organizations expect that the majority of their applications will be delivered as SaaS then, too*. This makes the Internet itself the wide-area-network, displacing traditional WAN connectivity like MPLS. Enterprises want to be able to extend their reach from campus and branch offices into their employee’s home offices and micro-branches, as part of this distributed workforce trend.

The architectural concept for today’s SD-WAN is often called Secure Access Service Edge (SASE). It reflects the reality that WAN security and features today must be distributed, cloud-based, flexible, and agile. But there is a clear need for an integrated solution from a single vendor and Cisco has been working on this for the past several quarters. Today, we are proud to announce that with the latest 17.2 release of Cisco SD-WAN, we have the industry’s first fully integrated SASE offering that combines best-of-breed SD-WAN with the cutting-edge Cisco Umbrella Cloud Security portfolio.

Cisco SD-WAN 17.2 offers customers:

◉ Simple Management and One-touch Connectivity from SD-WAN to Umbrella Secure Internet Gateway (SIG),

◉ Deployment Flexibility for any design – Teleworker, Branch or Campus

◉ Automatic assessment of the Identity of the user and their context, to enforce policies,

◉ Simple and Flexible Consumption models that include Cloud Security capabilities at no additional cost,

◉ A complement of the Cisco SD-WAN on-premise security stack that includes the newly added SSL Proxy capability.

We have heard loud and clear from our customers that they simply do not have the time or the resources to stitch together disparate products and build their own SASE solutions. The analogy that customers have given us is that no one wants to buy different parts of a car and assemble it themselves anymore!

Cisco has a clear, differentiated strategy that will enable customers to get the best of SD-WAN and Cloud security as a single, integrated solution. I truly believe no other company is better positioned than Cisco to help customers on their SASE journey as we navigate this new environment.

Cisco SD-WAN 17.2 is the industry’s first fully integrated SASE solution.

However, this is just the tip of the iceberg when it comes to innovations in our new 17.2 SD-WAN release. We are enabling 60+ innovations in this release. Beyond the SASE innovations described above, here are a few more of the most noteworthy capabilities.

◉ Unified Communication Integration: With a growing demand from customers for reliable and secure unified communication from private and public clouds over broadband internet connections, Cisco SD-WAN now supports Unified Communications, with a voice gateway capability. This allows customers to create a communication network that ensures an optimized UC application experience, and it can be managed from a single dashboard.

◉ Cloud OnRamp for SaaS: We continue our Cloud OnRamp journey by adding OnRamp capabilities to the industry’s most-used SaaS products:  Office365 plus 14 other SaaS products on the IOS XE portfolio. This will enable customers to get a differentiated user experience for SaaS, using their existing ISR router installed base.

◉ Managed Service Provider Innovations: Cisco has the largest ecosystem of managed service providers, reflecting our understanding of the complexity of providing a managed SD-WAN offering to our joint customers. We continue to enable our MSPs to deliver flexible and customized WAN services through capabilities like CLI templates that unlock the power of 30+ years of IOS innovations to the SD-WAN. This complements our new post-paid licensing packages.

We have already seen over 3000 downloads of our 17.2 software, which illustrates the demand for these capabilities from our customers. We look forward to even more customers and partners adopting these new SD-WAN and SASE capabilities.

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Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center 2020

Driving Business Growth for Customers with the Intelligent Contact Center

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation.  We’ve launched Webex Contact Center in multiple geographies, and recently introduced Webex Contact Center Enterprise, a robust, scalable, cloud contact center solution that meets the unique and sophisticated needs of very large enterprises.

We acquired Voicea, and quickly integrated new AI-powered agent call transcription capabilities that improve productivity and call wrap-up efficiency through best in class word error rate and transcription accuracy performance. Our second major acquisition was CloudCherry, which resulted in Webex Experience Management, our first experience management SaaS solution that enables companies to do meaningful analyses of their customers’ feedback and journey experiences to improve business outcomes such as Net Promoter Score and customer lifetime value.

We made significant enhancements to our on-premises solutions providing our customers with a simpler way to manage their software licenses, and integration to advanced cloud services such as analytics reporting, call transcription, and customer feedback metrics at the agent desktop – all reducing pain of adoption for cloud services.

We announced the Webex Platform for Contact Center, an open and flexible multi-tenant cloud solution, based on the Webex architecture that is the underpinning of our contact center portfolio and forms the foundation for all future innovations.

Lastly, our AI portfolio grew substantially during the year, with the introduction of a conversational IVR solution, deep integration to Google Cloud Dialogflow, and plans to deliver more AI-based capabilities in the near future.

Identified by Aragon Research

We are thrilled that our portfolio and strategy have been acknowledged again this year by globally recognized industry analyst firm Aragon Research. In their 2020 Aragon Globe for Intelligent Contact Center, Cisco was identified as a leader in its Intelligent Contact Center category.

Aragon Research is an independent research and advisory firm, with decades of experience in helping business and IT executives make more informed technology and strategy decisions.  The Aragon Research Globe is a market evaluation tool that looks beyond size and market share, using those as comparative factors and evaluating a providers’ complete portfolio capabilities. Positioning in the Globe reflects how complete a provider’s future strategy relates to their performance in fulfilling that strategy in the market – a balance of both performance and vision.

Copyright © 2020 Aragon Research Inc. and/or its affiliates. All rights reserved. Aragon Research and the Aragon Research Globe are trademarks of Aragon Research Inc.

Aragon’s analysis evaluated key areas such as product strategy, performance and execution, and global reach. According to the report authored by Aragon Research lead analyst Jim Lundy: “Cisco, a leader in UCC, has made a series of announcements in 2019 that strengthened its overall focus on contact center, with AI at the center.”

Here are some of the key reasons that we believe contributed to our leadership position:

The Cisco Brand

Cisco’s brand is globally known for its innovation, extensive R&D, open platforms, digital transformation, and for shaping the future of work.  We’re known for our ability to execute in scale for large enterprise contact center deployments, and for our deep familiarity with the needs of enterprise IT and line of business leaders.

Contact Center Installed Base

Over 3 million agents across 36,000 different enterprises are using Cisco Contact Center solutions today, making us a market-share leader for contact centers – number one in North America and number two worldwide. Our customers range from small businesses to very large enterprises across all industries. We have a specialized contact center sales organization and an extensive partner network serving our customers globally.

Focus on AI

We’ve made significant investments in our AI practice through acquisitions such as Accompany, Voicea, MindMeld, and CloudCherry. From those organic capabilities, we have developed a robust set of AI solutions that are powered by our own in-house AI, and through our partnership with Google Cloud, we leverage their Cloud Contact Center AI (CCAI) platform which allows us to accelerate the adoption of advanced AI capabilities to the market.

Flexible Cloud, Premises, and Hybrid Deployment Options

Our multi-cloud approach and flexible consumption model makes it easy for customers to take their first steps to cloud transformation to effectively meet the pain of adoption and scalability issues while enhancing their on-premises investments. Our Webex Platform for Contact Center provides a practical path for every Cisco contact center customer to benefit from cloud agility and continuous delivery of innovative features, while they migrate without disruption over time.

End-to-End Encryption

Cisco has an industry-leading reputation for enterprise security. We continue to invest to make your contact centers more secure, and protect your customer’s privacy and confidentiality. Our products adhere to Cisco’s high-security standards and adherence to quality of service and performance, giving our customers a rock-solid contact center foundation and the peace of mind they expect from a security leader like Cisco.

Overall Unified Communications and Collaboration Capabilities

Cisco stands apart from other contact center providers by focusing on the “big picture” delivering a broad and integrated portfolio in all areas of communications ranging from contact center, messaging, meetings, calling, security, networking, and devices. This allows us to offer tremendous productivity benefits and economies of scale through the integration of key capabilities. These capabilities support a concept we call the Collaborative Contact Center, where front and back-office resources work hand in hand on real-time customer issues. Another example of this is how we are integrating Webex Calling with Webex Contact Center to improve call quality, reduce costs, and ease of solution acquisition.

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