Cisco is shutting down its video and co-browsing app for contact centers

Hire Slow, Fire Fast 🙂

I am personally a fan of Trollope – he literally reinvented Cisco Collaboration business burying failed projects merciless and strengthening the cloud strategy. But I guess we can assume Amy Chang is also a very bold female who continues Trollope’s initiatives.

I was recently contacted by a Cisco guy asking about our video and co-browsing for UCCX and I wondered why not use Cisco Remote Mobile Expert and guess what? They shutting it down!

Cisco Remote Mobile Expert was first introduced in 2015. I believe it was built by a tiny collaboration team Assemblage acquired by Cisco in 2014. It was quite a high-tech solution (WebRTC, HTML5, co-browsing and all that stuff) integrated into Cisco Finesse desktop.

And still Chang stopped it – https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/remote-expert-mobile/eos-eol-notice-c51-741854.html

The migration option is quite controversial – existing REM customers should consider migrating to Cisco Customer Journey Platform (former BroadSoft Customer Journey Platform) but I failed to find WebRTC and co-browsing features in its datasheets.

Why?

IMHO, Cisco is good in platforms, but not always in applications. They build (or acquire) one of the best communication platforms on the market AND they support the ecosystem of solution partners which use their developer tools to build various apps on top. Examples:

REM is an app. Without any API and customization capabilities offered. But there are way too much various business cases for a web-collaboration with customer. Therefore the software should provide tons of tiny features covering the needs of all customers. Not a platform approach.

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9/4/2019

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