Posts Tagged ‘No Jitter’

Paradoxically, phone calls are becoming simultaneously less and more important.

In 1935, Austrian physicist Erwin Schrodinger devised a thought experiment to highlight a paradox seen in quantum mechanics where something can live in two states at once. In Schrodinger’s test, we’re asked to think about the state of a cat in a sealed box with a vial of poison, a radioactive source, and a hammer triggered to break the vial when a Geiger counter detects radiation. While the radioactive substance will eventually break the flask, killing the cat, we cannot know when this occurs so we can think of the cat as being simultaneously dead and alive — hence the paradox.

Cisco seems to have its mojo back. Here’s a look at what’s working for the company.

When Chuck Robbins he took over as Cisco CEO in late July 2015, industry chatter was that the company’s best days were behind it — that it had become a fast follower instead of an innovator. Collaboration was sliding, security was nowhere, and software-defined networking was threatening to rip the heart out of Cisco’s core networking business. Two years later, we see a much different company, both from leadership and operational perspectives. And the results have been more than positive.

For example, Cisco’s stock price is at a 17-year high. (In fact, if you remove the period of time from October 1999 to December 2000 when every Internet stock exploded (, Cisco’s stock is at an all-time high.) In addition, the company has rolled out a number of potentially game-changing solutions, including:

In this Q&A, SVP of global support shares the company’s journey in transforming customer service

Digital transformation and customer service improvement go hand in hand like salt and pepper or Kim Kardashian and Kanye West. Among the literally thousands of digital projects that organizations could undertake, improving customer service seems to be the unanimous choice across all industries.

Customer service needs to be front and center today because it will soon be the basis of competitive advantage and market leadership. In fact, ZK Research predicts that within five years customer experience will overtake all other attributes (price, product quality, etc.) as the No. 1 brand differentiator. The time for customer service improvement is now.

Epicor, which provides enterprise resource planning and other business software for the manufacturing, retail, and distribution industries, is one company that recently revamped the way it services its customers. I recently had the opportunity to speak with Ian Ashby, the company’s SVP of global support, about the challenges the company faced in serving its customers, which number more than 20,000 across more than 70 products in 150 countries. We also talked about the solution it chose, and the benefits gained.

There’s a lot to like in automated network that delivers insights for UC and other enterprise decision makers — and lifts Cisco out of the switching doldrums.

Cisco earlier this week introduced “intent-based networking” (IBN) solutions at an event that had lots of flair and panache and the presence of many key executives, including CEO Chuck Robbins, SVPs David Goeckeler and Rowan Trollope, and VP and Chief of Staff Ruba Borno. Given Cisco has been the market leader in networking for decades now, does the launch of a new network system really warrant its own event, and is it a big deal? I believe it does and is… and that over time we’ll look back on this launch as a seminal moment in Cisco’s next act.

Intent-Based Networking Defined

Before I get into why I feel this way, I’ll first explain what the heck an IBN is. Today’s networks are extremely manually intensive to operate. Engineers must be familiar with a cryptic command line interface and repeat many tasks, box after box, to implement a change. Software-defined networks (SDNs) have made networks easier to manage by automating certain tasks, but engineers still need to identify all the tasks.

Management appears committed to minimizing disruption and delivering a long-term roadmap that leverages the strengths of the Extreme, Avaya, and Brocade portfolios.

Over the past year, Extreme Networks has been a disruptive force shaking up the networking landscape. In March the company bid $100 million for the Avaya Networking business and, shortly after that, it dropped another $55 million for the switching, routing, and analytics assets from Brocade, which Broadcom is in the process of acquiring.

Earlier this month Extreme got clearance from the bankruptcy court to move forward with the purchase of Avaya’s networking business, but is waiting on the Broadcom-Brocade deal to close before it can proceed with the asset purchase. By the end of the summer, however, we can expect Extreme, Avaya Networking, and Brocade to become what I’ll call “ExtrAvaCade.”

Turnkey service masks complexity for global organizations.

The interest in software-defined WANs (SD-WAN) has exploded over the past few years as businesses look to use WAN budget dollars more efficiently and improve application performance. Despite the popularity, global solutions are few and far between as most SD-WAN service providers are regional in nature.

NTT Communications, the ICT solutions and international communications provider inside NTT, today took the covers off of a global SD-WAN service that spans 190 countries. Additionally, NTT Com becomes the first global service provider to transform its own network into one that is 100% software defined, enabling it to offer customers a broad set of additional WAN services. Looking ahead, the software-centric nature of the network should allow NTT Com the ability to roll out new, value-added services much faster than is possible with a traditional network.

In executive center briefings, company showcases the roles Breeze, Equinox, and Oceana can play within a digital organization.

I recently had two opportunities to discuss digital transformation with top Avaya customers gathered for events at the company’s executive briefing centers. In hosting these events, Avaya’s goal was to educate customers on the meaning of “digital transformation,” provide examples of digital organizations that hit close to home for those in attendance, and, of course, showcase the arrows in its quiver they could use to achieve their own digital transitions.



Insight and Influence Through Social Media
ZK Research: Home
Google+
Twitter
LinkedIn
Facebook
RSS Feed
ZK Research is proudly powered by WordPress | Entries (RSS) | Comments (RSS) | Custom Theme by The Website Taylor