Cameo Managed Services, cloud contact center, monitoring services

Michigan State University Federal Credit Union chooses Cameo Solutions for Contact Center Managed Services

PLEASANTON, Calif. – September 6, 2019 – Cameo Solutions, Inc., a wholly owned subsidiary of Cameo Global, Inc., has signed a long-term contract agreement with Michigan State University Federal Credit Union (MSUFCU) to provide contact center managed services to their workforce. By leveraging Cameo’s Network Operations Centers, MSUFCU contact center agents will have access to the most advanced features of contemporary hosted contact center technology as well as support from a global team of experts monitoring their critical application servers, WAN & contact center infrastructure; ensuring their customer’s interactions are both effective and reliable.

Cameo was chosen for this service because of their extensive expertise and reputation for building and maintaining Cisco’s Collaboration platform, with specific capabilities in Cisco Contact Center Enterprise. As a Cisco certified ATP Contact Center Partner, as well as a Master Cloud and Managed Services partner, Cameo is uniquely qualified to assist clients in delivering a best-in-class customer experience.  As part of their value to MSUFCU, Cameo will monitor and maintain their existing system and work closely with their business units to offer additional productivity enhancements. MSUFCU has also invested in Cisco Flex Licensing, providing them a strategy for migrating their existing premise platform to Cameo’s award winning CloudBlu™, a Hosted Contact Center (HCS) cloud offering unique to Cameo.

Andrew Higgins, Cameo Global’s VP of Operations said, “The Cameo team is looking forward to the partnership with Michigan State Credit Union. We will integrate our tools, process and reporting capabilities with their business process to ensure they experience the proactive approach of our operations team as rapidly as possible. Additionally, our Customer Advocacy team will work closely with their leadership to begin identifying opportunities to optimize their customer care experience and drive adoption of innovative self-service capabilities.”

Cameo Global Successfully Renews PCI Security Compliance

Cameo Global, an international collaboration solutions provider and industry leader in Cisco contact center solutions, is pleased to announce our successful recertification for PCI-DSS 3.2.1 compliance. The rigorous annual audit ensures Cameo is strictly adhering to Security industry best practices for protecting credit card and other critical customer information. The 3rd party compliance covers all facets of our cloud and data center services including penetration testing of our datacenters, networks, access control and information security systems. PCI Level-1 compliance provides our customers assurances that Cameo has the proper investment tools, process and technology to protect sensitive customer data.

“In terms of our cloud and managed services offerings, protecting confidential data is our most important criteria for customer success says Ed McCrossen, Chief Executive Officer at Cameo Global. This is a major financial and resource commitment for Cameo, but it makes us a better organization and more importantly, it demonstrates our commitment to our customers to deliver secure and reliable services”

The PCI compliance certifications applies to our award winning CloudBlu, a Cisco Hosted Collaboration Solution (HCS) that delivers Enterprise class voice and contact center Cloud services. In addition to PCI, Cameo is also HIPAA compliant which provides our healthcare customers with an additional certification for protecting Personal Health Information (PHI).

The Role of the Contact Center Partner

This blog entry is a from a recent interview and article I conducted with Sheila McGee-Smith, a communications industry analyst.

“The Role of the Contact Center Partner,
Customers Dependent on You Like Never Before”.

It’s officially autumn, a typical chilly morning in my office in New Hampshire. Coffee in hand, I glance through my morning reading. My virtual “stack” includes a kaleidoscope of product announcements, customer testimonials and acquisition announcements to comb through, much of it dealing with cloud versus premises technology. This constant stream of industry updates, much related to the ongoing cloud versus premises debate, is particularly relevant to customer-facing, risk-averse contact centers.

But enterprise decisions are not just about the technology. A No Jitter post by Dave Michels, 6 Disruptive Forces to Talk About in Enterprise Communications, identified a component of the discussion that is often overlooked, the channel. Specifically, Michels highlights the changing role of the value added reseller (VAR) responsible for architecting the collaboration solutions on which many enterprises depend.

Days after Michel’s post, I had the opportunity to speak with Tim Brannock, CMO of Cameo Global, a Cisco VAR specializing in Contact Center, about how these changes are impacting his customers, his business, and the technology Cameo offers.

SMS: How are industry dynamics impacting your business? There is a customer expectation that you are responsible for solution delivery on an ongoing basis, from concept through day-to-day support. What retooling has been necessary to be successful in this new model?

TB: The retooling we have done has focused on enabling both the cloud platform and the cloud consumption model. Other than that, we’re essentially doing the same things. Implementation and support are the same; it’s just a matter of who consumes the licenses and the technology. What’s different is we’ve become a cloud service provider. That’s an entirely different kind of retooling.

In fact, retooling isn’t probably the right word; creating a true cloud services business includes an understanding and responsibility for delivering SLAs, telco services, provisioning as well as billing and operations systems (OSS/BSS). That’s a radical shift from a traditional VAR. In the old model, you sell a customer a technology solution, wrap it all up, hand them the keys and walk away. Or you do some of form of managed services for them, which always provides value. But in this model, you’re delivering it for months on your platform. They are dependent on you like never before, it becomes a true partnership.

SMS: While some companies use contact center partners, others buy directly from a vendor. Describe when a partner makes sense and when purchasing direct can be the right answer.

TB: There’s a real difference between buying from a traditional integrator – who really knows contact centers – or directly from the (newer) cloud competitors when customization is needed. I think the cloud vendors have done a good job in the sub-100 agent model, but I believe that it’s going to be a struggle for those companies to get to the higher end customers, the 500-1000+ agent deals, when their systems are not necessarily customizable. Cameo focuses on the customer’s business process, aligning with what they do, holistically, in delivering value to their end users. It takes a lot of understanding the customer’s business and what drives their metrics. That’s where Cameo shines.

SMS: There are a lot of changes occurring in the contact center market, from new deployment options like the cloud to significant vendor consolidation. What have these changes meant to your organization in its role as a contact center partner?

TB: As a VAR that has been in this business for as long as we have, we have seen the model go from premises, to hybrid, and now full cloud and all three deployment models are still relevant. It’s also interesting how fast vendor consolidation has happened. We started our business with Avaya, Nortel and everybody else, the big players. And, if you look at it now, this model is completely flipping on its head. We have a new shift going on within the VAR community, where there is also consolidation occurring.

Looking back at our strategy, it was a good move for Cameo to align exclusively with Cisco because it has been the one consistent contact center player over the last 15 years. Cisco is stable, and they’re the one continuing to grow and add value. You know where they’re going to be next year.

SMS: There are new technologies that promise to impact the contact center market in the next few years, e.g., the Internet of Things and chat bots with artificial intelligence (AI). What role does the contact center partner play in helping a company understand when and how to start trialing new technologies?

TB: There’s value with chat bots and AI, but customers are not there yet. They are still trying to capture and deploy basic omnichannel. You’d be surprised how many customers still today do not have a valid strategy or system that delivers email or web chat, let alone the internal resources to support it. I would guess eighty percent of the market is still trying to figure out an omni-channel strategy which was the big buzz word three years ago. Helping customers fill these technology gaps and delivering a better customer experience is an absolute value for what we do.

I think that’s another area where our cloud platform makes a difference. Customers struggle; they know what they want to do and by us doing it as a cloud offering, it allows us to stand up omnichannel, self-service tools and the analytics without them needing to add additional, highly skilled resources.

SMS: Has Cisco said anything about the future role of the acquired MindMeld technology in Cisco customer care applications to the contact center partners?

TB: I can definitely see how MindMeld, within the Spark offering, will add a nice front-end, self-service app to the overall experience for client self-service, using a knowledge base supported by AI, to augment the contact center. I think MindMeld is a great acquisition and look forward to seeing where it’s going to go, but we’ve had no official communication yet.

About the Author
Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. She is the contact center track chair for Enterprise Connect, and her views on the market can regularly be found on and through her Twitter feed @mcgeesmith.

Cameo Global announces the release of CloudBlu™ v11.5

PLEASANTON, Calif. – June 28, 2017 – Cameo Global, an international collaboration solutions provider and world leader in Cisco customer care technologies, today announced the general availability of version 11.5 of their market leading CloudBlu™ customer care solution, a Cisco certified Hosted Collaboration Solution (HCS).  The new functionality and services included in this release are consistent with Cameo’s strategic roadmap for delivering cloud based services that enhance customer experience and positively impact business metrics.

Some of the highlights of the 11.5 release include the following:

  • Omnichannel Agent Licensing − contact center base licensing now includes
    email, webchat and social media capabilities; no longer a separate licensing
    add-on. All interaction channels can now be blended into a single routing
    engine, enabling real-time visibility & reporting.
  • Task Routing API − unleashes the Internet of Things (IoT) by enabling new
    types of interactions such as video, SMS and workflow events which can be
    routed and acted upon by the contact center.
  • Single Sign-on (SSO) − Support for Cisco’s SSO simplifies log-in and
    password management for agents and supervisors.

“The adoption rate for customers migrating to CloudBlu has exceeded our forecasts and more importantly, they are seeing true value by partnering with Cameo to deliver superior customer care solutions”, said Tim Brannock, CMO Cameo Global. “We focus on the customer experience first and the technology simply enables that business outcome”.

Cameo Global added to Visa’s PCI/DSS Service Provider Registry

PLEASANTON, Calif. – June 1, 2017 – Cameo Global, an international collaboration solutions provider and world leader in Cisco Cloud Services today announced that they have been added to Visa’s registry for PCI and DSS compliance, validating their ability to securely support critical customer data transactions. As part of the certification requirements, Cameo completes an annual PCI/DSS security audit delivered by a Qualified Security Assessor (QSA) and has meet all applicable Visa program requirements.

“Since we launched our Cisco Certified CloudBlu™ service back in 2013, one of the key pillars of overall customer experience offering is maintaining the highest levels of security,” says Tim Brannock, Chief Marketing Officer at Cameo Global. “Our customers are demanding their cloud services providers exceed the minimum level of security support, we excel not just by adhering to industry standards but by architecting isolated cloud deployments so that our customers have peace of mind their data is not being exposed.”

Cameo’s CloudBlu™ is a highly scalable Cisco’s HCS hosted collaboration and contact center platform. This solution delivers a full suite of powerful voice and customer care applications that provide our clients a broad set of tools that enhance their ability to deliver superior customer service.

5 Reasons to Move to a Cloud Contact Center

More contact centers are moving to the cloud now than ever before. Cloud contact centers make day-to-day operations run smoother, easier, and ultimately reduces cost. Shifting business to the cloud is usually a company wide process, and when your operation makes the switch to cloud based systems—that most businesses will by 2020—make sure your contact center is included in that migration. And if smoother day-to-day operations and a lower operating cost isn’t enough to convince you of the benefits a cloud contact center offers, here are five more:

Global, Flexible Workforce
Contact center staff have one of the largest attrition rates of any business unit in any industry. It can be difficult to find qualified workers within driving distance of a contact center location, and nearly impossible to find support staff with specialized knowledge capable of providing Tier 3 and 4 support. Cloud contact centers are flexible by their very design. The software that agents use is web based, and with the latest Java Telephony soft phones available, you don’t even need a desk phone for agents to field calls. Cloud contact centers let you deploy workers anywhere in the world, but have calls routed to them just like they were on-site. And with the latest agent management software contact center supervisors can measure the productivity of all workers, both remote and in house.

Cloud Maintenance is Easy
All the computer hardware in your office will eventually break or become obsolete—your premise contact center hardware is no different. Cloud service providers are responsible for maintenance of the cloud equipment and ensuring you stay operational, taking the burden off of the end-using business and your in-house IT staff.

Operational Cost
One of the biggest benefits to deploying a cloud based contact center is the billing structure—a regular Operation Expenditure (OPEX) model instead of an irregular Capital Expenditure (CAPEX) structure that requires large amounts of capital spends every few years. Cloud contact centers bill users monthly, this means that each bill can be planned for and built into your operating budget.

Newest Applications
Contact center applications are now incredibly efficient and feature rich now. This is only a recent happening in the last five years or so. With traditional premise contact centers adding new software was costly, required down time, and was complicated to fully deploy. With cloud contact centers new software can be rolled out during scheduled maintenance windows and executed by the cloud provider you use. No more outages or confusing software installs.

Disaster Proof
Having all your contact center hardware onsite is like having all your eggs in one basket. Natural disaster, fire, or flooding can wipe out a multi-million dollar contact center in a matter of minutes. Cloud contact centers have all their equipment in a secure data center, safe guarding your contact center against natural disaster. Additionally, many cloud contact center providers, like Cameo Global, deliver redundant network architecture—meaning that there is a backup system running in parallel to the live one so if a network component on system ‘A’ goes down, then network ‘B’ will kick-on without service interruption.

Technology as a whole is in the midst of a major shift toward the cloud—in the next few years the cloud will process most of the computing that’s executed on a daily basis. More often than not migrating to the cloud is a company-wide decision. While it’s important to leverage the latest collaboration and communication mechanisms, make sure that you update you contact center offering when your business migrates to the cloud.

Learn more about cloud contact centers in this datasheet or contact one of our experts for a consultation.

Growing Staff Triggers Relocation of Cameo Global’s Ohio Operations

New business prompts relocation of Cameo Global’s Ohio HQ

CINCINNATI, OH – December 5, 2016 – Cameo Global, an international collaboration solutions provider and a leader in Cisco customer care, is moving their Cincinnati office to a new regional hub. The new location at 9078 Union Centre Blvd. in West Chester, Ohio will support Cameo’s increasing sales, operations, and support staff.

The Union Centre location will allow Cameo’s Cincinnati based team to consolidate offices while making room for additional talent and leadership at the company’s regional headquarters.  Previously Cameo had been running all Ohio and regional operations out of a nearby Cincinnati location, but recently out-grew the space due to the addition of several new teams dedicated to new business growth won by Cameo Global.

“The Union Center office is definitely a step-up when it comes to accommodations and space. With our new hires the old office location was just too small. I’m excited to see how much more productive we can be in the new environment,” says Tim Brannock, Chief Marketing Officer at Cameo Global.

In addition to new business success Cameo has also added substantially to their Network Operations Center (NOC) staff to support recent large customer wins for Cameo’s CloudBluTM platform, a technology that delivers enterprise class Cisco voice, collaboration, and contact center services. Cameo is forecasting even more growth in 2017 and predicts a doubling of their client base for managed services and cloud solutions.