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Feb

2011

The (Social) Road Ahead For Unified Communications, Video & Mobility

" Until now, the Enterprise 2.0 conference has been the primary community gathering for those interested in collaboration, communities, and social networking. While I have been a long-time advocate of the Enterprise 2.0 event, I am also enthusiastic about the topic covered at Enterprise Connect. An in-depth conversation regarding the synergies between Enterprise 2.0 with unified communications, video, and mobility is long overdue."

blogs.cisco.com/...-communications-video-mobility

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enterprise2.0 collaboration unifiedcommunications video mobility quad cisco

However, our beliefs regarding how social tools can help organizations should not be constrained to asynchronous work. The industry has created an unfortunate perception that there is a divide between Enterprise 2.0 and synchronous work.
Micro-blogging and activity streams are examples of a near-time user experience for social tools that have synergies with unified communications. We can easily imagine how presence and click-to-(call / IM / conference) can be added to these experiences so we can immediately connect with someone. We can also imagine how a micro-blogging hashtag (e.g., #ciscocollab) might provide a great way to make “group chat” within a web conferencing event more public. And there’s more – the Instant Messaging “buddy list” is treated as a private list of colleagues we are following.
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- While Quad itself is not a unified communications or video solution, it represents a compelling framework for integrating and delivering those capabilities as part of an enterprise collaboration platform. Not only does Quad contain the expected features found in other social platforms on the market that focus on asynchronous interaction, it has been designed from the ground-up to include video and unified communications as a core architectural service.
- We should not be heading down the same path as we’ve done so many times before and create additional technology silos. What attendees will learn at Enterprise Connect is how Cisco Quad enables them to bring unified communications, video, collaboration, and Enterprise 2.0 initiatives together within a common architectural framework that leverages existing investments and emerging IT standards (e.g., OpenSocial)

Dec

2010

Cisco Jumps Into the Social CRM Fray with SocialMiner

"Cisco announced today its first social CRM tool SocialMiner, along with a "customer care" desktop application called Cisco Finesse. SocialMiner is designed not just to help marketers track customer sentiment on social media site such as Facebook and Twitter, but to staff to interact with social media users. SocialMiner is entering an already crowded but rapidly growing space, as did its internal social networking tool Quad."

www.readwriteweb.com/...o-jumps-into-the-social-cr.php

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cisco socialminer markerting sentiment customercare socialnetworks quad customersentiment socialcrm finesse