Key challenges of BPO companies in India
This webinar discussed practical steps that BPO companies in India are taking to create optimal employee experience and deliver real value to their customers. Watch this all-star panel from Ecosystm and Webex by Cisco for this on-demand webinar to learn:
- Key challenges of BPO companies in India
- Organizations’ digital priorities for 2022 in India
- Practical steps to take to create optimal customer experience to stay competitive
Cisco’s annual WebexOne conference was held on 26-27 October featuring over 30 sessions with thought leaders, guest speakers, technology partners and Cisco executives. This year’s event focused on how the company and its ecosystem of partners will continue to enable the Future of Work.
In the last year, Cisco has added more than 1,000 features to its Webex platform and made 5 key acquisitions. But from the event, it became apparent that the company is continuing to work on product differentiation and making hybrid work a more productive and human experience.
Read on to find what Ecosystm analysts, Audrey William, Sash Mukherjee, Tim Sheedy, Ullrich Loeffler and Venu Reddy found interesting about the announcements at WebexOne 2021.
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Cisco has recently announced their intention to acquire Socio Labs, a US-based event technology platform – the latest in a series of acquisitions. Cisco’s Webex Events provides meeting, webinar and webcast capabilities, including polling, Q&A, chat and real-time translation. This acquisition will allow Webex Events to cater to large-scale, hybrid events and conferences. Solution capabilities will include live streaming, sponsorship, networking, and advanced analytics – including for pre-event and post-event activities.
Collaboration Platforms are Here to Stay
2020 was the year video conferencing and collaboration finally became mainstream. With the exponential rise of remote and hybrid working, the investments in collaboration technologies has increased – and Ecosystm research shows that the trend is continuing well into 2021.
The other aspect that has been impacted by the pandemic is the Events business. With social distancing regulations, Events and Marketing teams are being challenged in their outreach and go-to-market initiatives. Even when countries allow in-person events, it is becoming increasingly difficult to get people to attend events. With most organisations allowing remote working many attendees are away from the CBD/ commercial areas and are reluctant to commute to attend events. This has seen the rise of a hybrid event model that caters to both in-person and virtual attendees.
While some countries are beginning to bring back in-person events, they will remain largely virtual. Event organisers will have to cater for those who are happy to attend in-person and those who want to access the event virtually. Providing a better experience for hybrid events, will require richer features using video and collaboration platforms to allow live streaming, chat, feedback, analytics – to gauge audience engagement – polling and other interesting ways to retain audience attention. Additionally, it will be important for these platforms to facilitate sponsorship, registrations and even ticketing capabilities directly from within the platform. These new dimensions to step up engagements for both virtual and in-person events have become necessary for the world we are living in.
Cisco Strengthening Collaboration Capabilities
Cisco is enhancing the virtual/hybrid meeting and events experience they provide and this has been evident from their recent acquisitions. They clearly see the need to enhance audience participation and engagement from pure static video and collaboration environments. Socio Labs’ business accelerated during the pandemic and they built a platform that offers a deeper engagement with the audience. Their customers include Google, Microsoft, PepsiCo and Hyundai.
Last year Cisco acquired BabbleLabs, a noise removal technology provider and the product has been integrated into their Webex platform, to improve the audio experience. Earlier this month Cisco also completed their acquisition of Slido. This means that Webex users can now leverage Slido’s capability of gathering real-time audience feedback, rather than just asking questions via text or chat. The solution can also enhance the learning experience during team training sessions and offers built-in analytics to gauge audience participation and where the gaps are. These acquisitions are an indication that Cisco is serious about their market presence in the video and collaboration space – and is keen on making a mark in the Events market.
