Enterprise Connect 2025 brought the usual buzz from everyone in the Collab and Contact Center Space. From AI and integrations in Contact Center to subtle hybrid work updates for meetings and chat, these announcements from the Collab giants continues to set to redefine how we collaborate in 2025…
Here’s everything you need to know from what Cisco and Microsoft announced.
Microsoft Teams – Key Takeaways:
New Live chat widget rolling in out this spring for small businesses. This allows website visitors to chat with sales or customer support team in Microsoft Teams. There’s also a Live chat widget which will provides a dashboard for managing conversations, notifications for incoming chat requests, and an option to view previous customer interactions.
Teams Chat will be getting a new @nearby feature that allows people to easily connect with other colleagues who are physically close by to them. This helps encourage face to face chats when people may not realise that colleagues are in the same or adjacent office.
Teams meeting recap is now supported for webinars, and the limit for town halls has been increased to 50,000 attendees.
Teams channels: Loop comes to Teams Channels by allowing users to add a Loop workspace tab to standard channels.
On a security front, Teams has now introduced the automatic blocking of malicious files, detection of sensitive information during screen sharing. This used a combination of Defender and DLP.
Teams Phone is getting new features like SMS messaging in US and Canada, as well as barge/whisper/monitor/takeover for team leads in groups and when using Call Queues.
In Teams Rooms the new recommender feature will suggests suitable meeting rooms to facilitate easier in-person collaboration. The facilitator agent will also be coming to Teams Rooms (in preview now) to take notes for you in meeting which can co edited by attendees.
The big annoucement on the Microsoft Teams front was of course the annoucement of Teams Phone extensibility for Dynamics 365 Contact Center and for certified ISV solutions such as Luware which are coming soon public preview.
Cisco Webex – Key Takeaways
Cisco who are firmly on the AI drive, unveiled their vision for agentic AI collaboration, alongside new AI-powered features for their Webex platform. They said general availability of their Webex AI Agent was due before Easter!
Agents upgrade: with new features coming for Cisco AI Assistant for Webex Contact Center, including suggested responses and real-time transcription for agents.
Teams Rooms: Cisco announced that AirPlay support on Cisco Devices in Microsoft Teams Rooms mode would also be coming soon.
Line of Business Agent integration: The new Cisco AI Agents allow agents in Webex Contact Center to integrate with other enterprise apps like Sales force, Dynamics and ServiceNow to improve workflows and customer support with APIs and connectors. This will allow for workflows automation.
…and that’s what the innovations and announcements at Cisco Live this week were all centered around. in networking, security, data centers, and more that we unveiled at Cisco Live EMEA are all about.
Reliving the past to innovate the future
The Cisco Live keynote began with Oliver Tuszik [President, Cisco EMEA] walking us through the 40-year history of Cisco’s innovations that powered big data, IoT, and cloud computing – reminding us that Cisco has been here since the beginning of the internet days and how their technology is what powered the internet and cloud generation we are all now firmly in.
In his opening, he said that “every business in this world will become a technology company,” stating that every organisation is or will soon face three main challenges in this journey:
Unlocking the power of AI, especially as we move out of the ‘hype cycle’ of AI, with companies now seeing tangible, real-world efficiency and productivity gains using the technology, but with only 7% of European companies being “AI ready”.
Killing complexity. “Everything is growing fast” as companies scale and grow their technologies in the face of the skills shortage. To do this they need to re-invent, simplify, and consolidate complex technology and multi-vendor products into solutions.
Strengthening digital resilience.“Digital resilience is business resilience,” especially if every company is to become a tech company.
New Products and Services for the AI Generation
Following the keynote, Jeetu Patel (EVP and Chief Product Officer) talked about what Cisco stand for and the product strategy and vision saying that Cisco’s mantra is to build products people love; quality is priority zero; and think ‘10x’.”
Echoing the opening messages, he enforced that every business is working frantically to understand, play out and refine the opportunities and challenges of realising and adapting to how they work and serve customers in the era of AI.
Jeetu said that “every organisation needs to lay the groundwork for AI,”. He went on to say that the last two years have been “experimental” and that Cisco believe that over the next 2 to 5 years, the world’s workforce will be “supplemented” by AI agents and apps and eventually robots and even humanoids. Cisco said that whilst they believe this shift will create more jobs than it removes, the working world will change, and that change will happen rapidly. He said the IT and Digitial industry needs innovative technologies, new operating processes, and new outlook to business, one that we haven’t seen in this capacity since the dot com boom.
There was loads of technology and updates to existing products announced and a reminder from Cisco just how much of a Software company they now are…
Networking
The first new product announced was the Cisco UCS C845A M8 Rack Server – a modular rack with flexible GPU scaling designed to run AI workloads faster and more efficiently.
Cisco said that this will be the new Cisco blueprint for service providers as they look to capitalise on the opportunities of AI. These new Servers will helpo service providers and large enterprise organisions building their own AI services to meet the demand for high-bandwidth along with secure, and energy-efficient connectivity.
Cisco say that this architecture will result in simplified networks, AI-powered operations and resilient networks with end-to-end network security and observability. Cisco also said that this will better help service providers and telcos monetise easier, by allowing them to deploy services closer to their customers to provide intelligent service delivery.
Cisco also annouced two new N9300 Series Smart Switches, with Cisco’s Silicon One E100 chips, AMD Pensando DPUs, and Cisco Hypershield built in…. Cisco say that Hypershield will be embedded on the new switches, meaning that multi-layer protection can be scaled for zone segmentation, micro segmentation, and distributed exploit protection, along with with a centrally managed firewall distributed throughout the datacenter at the service level.
Cisco Hypershield will be embedded on the new switches, meaning that protection can be scaled for zone segmentation, micro segmentation, and distributed exploit protection – with a centrally managed firewall distributed throughout the datacenter at the service level, allowing service providers and enterprise customers to enforce security policies directly on the network fabric, enabling a “fully distributed security model”.
Cisco AI Defense
DJ Sampath, VP of Product, AI Software and Platform, showcased on stage on how Cisco’s newly announced AI Defense application allows businesses to validate and test new AI models in a matter of minutes which will represent a huge time saving reducing the typical weeks of testing down to hours.
Webex Contact Centre
Cisco Webex also got some new AI attention, with Caitlin Lacey (Director of Global Product Marketing, Collaboration Devices) showing off the newly updated Webex AI Agent that can be used to build autonomous AI chatbots to elevate the customer support experience. Cisco showed how these new AI models are not just limited to text either as they showcased voice based agents with ‘lifelike’ voices and super-low-latency responses which can be built to reduce the number of telephone agents needed and also reduce the time customers need to spend waiting on hold only to be transfered to another department and put back on hold. They even showed how customers can interrupt the agent mid flow. Impressive demo.
Cisco said that the new Cisco AI Assistant for Webex Contact Center is natively integrated with Webex Contact Center today and will be available for integration with third-party contact centers later this year. It includes context transfer summaries, dropped call summaries, Human Agent Wellbeing and automatic customer satisfaction scores (Auto CSAT). They are also introducing new features later this year including suggested responses, real-time transcription for agents, wrap-up summaries and mid-call summaries.
The agents will be available in English only at launch, however, Dutch, French, German, Italian, Polish, Portuguese, Spanish, and Swedish will come later in 2025.
Webex Meeting rooms
Recognising the volume of BYOD meeting room solutions (where customers are not tied to any meeting platform like Webex, Zoom or Teams), Cisco are continuing their investment by supporting “Flexible Conferencing” with their Cisco Room Bar BYOD. This are designed for small to medium rooms, allowing seamless laptop connectivity along with the quality of Cisco audio and video experiences for BYOD / plug n play spaces.
Thousand eyes
Cisco announced updates to Thousand Eyes with a new traffic insight functionality which will give IT support and network administrators greater observability along with the ability to pinpoint disruptions within connected networks, WAN and Internet more easily and visually. This helps identify and pin point potential network disruptions on their own and public/third party infrastructure more easily.
Meraki and Cisco XDR
Cisco Meraki suite is now getting integration with Cisco XDR to power “the SOC of the future.”. For any organisation looking to build their own or build and sell their own SOC, this integration of Meraki dashboard data into Cisco XDR will allow SecOps to see incidents and threats as they emerge across their network infrastructure adding to the visibility scope over what they had before.
Firewalling
Cisco announced their “Hybrid Mesh Firewall“. This is a brand new AI optimised firewall that combines Cisco Firewall Threat Defense, new AI Defense capabilities, and their Security Cloud Control into a single management system.
From what I have read so far (so correct me if I am wrong), each firewall in the mesh will have two versions – an active and shadow version. As such new updates to rules and threat protection for example will be first introduced on the ‘shadow’ device which will then become ‘active’. They will then swap roles, with monitoring taking place over a period of time at a highly granular level to ensure the update works as intended. This will reduce downtime and provide consistent operations. .
Skilling for the Future AI Generation
Cisco has also launched a new AI Skills Journey program to help partners and companies build this much needed AI Infrastructure skillset. This new training will be available at https://u.cisco.com
Cisco are are also updating their current certifications, including traditional certs like the Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP) and Internetwork Expert (CCIE). These updated certifications reflect the AI and cybersecurity skills needed to achieve impactful business outcomes. Select programs
As Integrated Systems Europe (ISE) came to a close last week, Microsoft shared stats ahead of new Teams from Microsoft. According to Frost and Sullivan, 46% of organisations are invested in office and meeting room modernisation projects, fueling huge growth in new spaces, meeting technology investment and refresh to creating inclusive tech-enabled spaces to improve employee experience. As space continues to shift from banks of desks and cubicles, collaborative and hybrid huddle and meeting rooms play a crucial role in this transformation, enabling better collaboration and productivity for hybrid work.
46% of ITDMs are kicking off office modernisation projects and creating tech-enabled spaces to improve employee experience. | Frost and Sullivan
Microsoft Teams Rooms continues to be at the forefront of this evolution, bringing intelligence and innovation to meeting spaces from a host of leading meeting room equipment manufacturers such as Cisco and Yealink.
On the back of this – Microsoft unveiled Teams Rooms Express Install. This is designed to make the setting up of Teams Rooms for smaller and “focus” meeting rooms much faster and simpler.
Express Install for Teams Rooms
The newly introduced Express Install for Microsoft Teams Rooms is an installation option the offers a streamlined, quick, and easier deployment and configuration process that delivers a full Teams Rooms experience in focus/huddle and small to medium sized meeting rooms. Key benefits include:
Quick Installation: In a smaller space (which make up most deployments) like a focus room or small meeting room for up to day 6-8 people, installation can now be completed by one person in as little as one hour, with minimal labor and “no need for specialists” according to Microsoft.
No Custom Room Modifications: The hardware for these rooms can now be installed without lengthy and complex room modifications, reducing costs and installation time.
Full Teams Rooms Experience: Users still get the same great meeting experience they are used to with any other Teams Room, with the same Teams Rooms application and certified hardware.
Lower Total Cost of Ownership: This rapid deployment approach and reduced complexity lowers the total cost of ownership of Teams Rooms even further is making it easier to for businesses to scale up meeting rooms and provide exemplary hybrid meeting experiences.
Benefits for IT
This Express Install option is designed to reduce the effort and complexity process for IT admins and Teams Room deployment teams. , A/V techs, and other professionals responsible for deploying meeting rooms. Benefits include:
Reduced Professional Service effort: Installation can be done faster without the need for multiple specialists or complex modifications.
Flexibility: certified devices certified for Teams are already in the device ecosystem, allowing for flexible deployment options.
Compact and Efficient: Hardware such as tabletop stands, wall mounts and new video bars with integrated mics and multiple camera are ideal for faster and efficient installation.
The evolving role of your Teams Room partner
As well as reducing cost for deployment thereby improving the ROI and upfront cost, also means you can leverage other key value add services from your partner or customer install teams.
Hardware Procurement: be sure to work with your partner to validate the hardware bundles and accessories that support this new express Install.
Support and Managed services: Microsoft partners support Teams Rooms post-deployment by offering ongoing proactive monitoring and management, user training, feature annoucements and remote or onsite support.
Adoption Services and Training: one of the often neglected services is that of training for employees to ensure they get the best from Teams and Teams Room features such as intelligent recap and Copilot as well as new features that are always rolling out.
Solution Showcases and Roadmap: Use your partners to showcase and demo these new solutions.
Yet more new features coming to Microsoft Teams Rooms
Users will soon benefit from further new enhancements and capabilities introduced for Teams Rooms, which improve the overall meeting experience. Key features include:
Multiple Camera View: Remote meeting participants will soon be able to switch between up to four different camera feeds, ensuring they have the best angle at any time.
Cloud IntelliFrame: This video framing capability enhances the visibility of people in the room for online meeting attendees. This is now available on Teams Rooms on both Android and Teams Mobile devices.
Miracast Support: coming soon, users (and guests) will now be able to wirelessly project and share content from their PCs to the Teams Rooms (including Surface Hub and Meeting boards) using the Miracast standard in addition to cable connect and Teams Cast (via Teams app), making it easier to collaborate and share information.
Microsoft Edge support is also coming “soon” to Surface Hub 3 and other Windows-based touch board form factors in Teams Rooms. This addition will allow users to seamlessly access websites and line-of-business web applications on touch boards anytime whether during a meeting or outside of one.
Start or Stop Recording: users will now be able to start or stop recording in room from the room console in Teams Rooms on Windows without needing a companion device. This feature unlocks powerful productivity tools like meeting transcripts, intelligent recap, and the ability to query a meeting with Copilot.
Conclusion
With the introduction of Express Install for Teams Rooms, new capabilities for touch boards running Windows, and continuous enhancements that improve remote experiences, Microsoft reaffirms its commitment to delivering top-tier technology solutions for modern workplaces.
These innovations make it easier and faster to scale up meeting rooms, enhance collaboration, and provide a better overall experience for businesses,and employees freeing up resources and spend to focus on user adoption training and support, improving user experience and reducing TCO.
The integration of artificial intelligence (AI) into enterprise environments has introduced new security concerns. As adoption of AI continues at “cautious” pace, organisations must ensure the safety of the hundreds of AI apps that employees use (or try to use) sanctioned or unsanctioned as well as any AI applications built or customised by the organisation. This affects both data governance, exposure, and leakage as well as compliance.
I have aimed to not only compare their key features, similarities, and differences, but also to look at how both offerings can indeed help organisations based on specific business scenarios and needs.
Cisco AI Defense
Overview
Due to be released in March 2025, Cisco’s new AI Defense works slightly differently to Microsoft’s offering and is focused on securing AI applications throughout their entire lifecycle. AI Defense integrates with Cisco’s extensive network infrastructure portfolio providing specialised AI security measures.
Business and technology leaders can't afford to sacrifice safety for speed when embracing AI. In a dynamic landscape where competition is fierce, speed decides the winners. Fused into the fabric of the network, Cisco AI Defense combines the unique ability to detect and protect against threats when developing and accessing AI applications without tradeoffs". Jeetu Patel | Exec VP | Cisco.
Whilst not released yet, it will I have based this product release information I have read.
Cisco AI Defense focused on two primary areas of protection.
Accessing AI Applications: Recognising that whilst third-party AI applications can significantly boost productivity but may pose risks such as data leakage or malicious downloads. Cisco AI Defense is designed to give IT and SecOps full visibility into app usage and can enforce policies to ensure safe, secure access.
Building and Running AI Applications: Cisco acknowledge that developers require the freedom to innovate without worrying about vulnerabilities or safety issues in their AI models. AI Defense discovers your AI footprint, validates models to identify vulnerabilities, and applies guardrails to enforce security measures in real-time across both public and private clouds
Key Features
End-to-End Protection: Protects both the development and use of AI applications, ensuring safety and security throughout the AI lifecycle.
Network-Level Visibility: Leverages Cisco’s unmatched network visibility and control to detect and protect against threats.
AI Model and Application Validation: Identifies potential safety and security risks with automated vulnerability assessments.
Real-Time Protection: Offers robust real-time protection against adversarial attacks, including prompt injections, denial of service, and data leakage.
AI Cloud Visibility: Automatically inventories AI models and connected data sources across distributed environments.
Microsoft Defender for Cloud and AI
Overview
Microsoft Defender for Cloud and AI is designed to offer comprehensive security for AI applications and cloud services. Being a Microsoft product, it integrates seamlessly with Microsoft 365 and their wider cloud ecosystem, providing robust threat protection and security posture management. It also supports multi-cloud environments making it suitable for enterprise organisations.
Microsoft Defender for Cloud and AI’s primary protection areas are based upon:
Threat Protection and Security Posture Management: Microsoft Defender for Cloud and AI provides real-time threat protection for AI workloads and visibility into AI components, identifying vulnerabilities and offering built-in recommendations to strengthen security.
Integration and Continuous Monitoring: It integrates with Defender XDR for centralised alerts and continuous monitoring, ensuring security measures are enforced across hybrid and multicloud environments.
Key Features
AI Threat Protection: Provides real-time threat detection for generative AI applications, including data leakage, data poisoning, jailbreak, and credential theft.Real-time identification and mitigation of threats to generative AI applications.
AI Security Posture Management: Continuous monitoring and management of the security posture of AI applications, with automated vulnerability discovery and remediation recommendations.
Cloud App Security: Protection for SaaS applications, offering visibility into cloud app usage and protection against threats.
Prompt Evidence: Includes suspicious segments from user prompts and model responses in security alerts.
Extended Detection and Response (XDR): Integration with Defender XDR to centralise AI /workload alerts and correlate incidents for efficient incident management.
Integration with Microsoft Ecosystem: Seamlessly integrates with Azure, Microsoft 365, and other Microsoft security solutions and workloads.
Comparative Analysis
In short, both Microsoft and Cisco are providing products which complement their wider security portfolios to help customers better protect their organisations in the rapidly evolving world and adoption of AI technologies.
Similarities
AI Security: Both solutions focus on helping organisations secure AI applications and provide end-to-end visibility into their AI workloads.
Real-Time Threat Detection: Each offers real-time threat detection and protection, ensuring prompt identification and mitigation of security threats.
Integration with respective Ecosystems: Both solutions integrate with their respective broader security ecosystems (Cisco for Cisco products, Microsoft for Microsoft products).
Differences
Whilst both focus on security across the customers domain with a focus on understanding and protecting against (and keeping control of) AI based applications, there are clear, there are some subtle and unique differences.
Scopes of Use
Cisco AI Defense Specialises more in securing AI applications throughout their lifecycle including home grown developed services, where as Microsoft Defender for Cloud and AI is more focused on providing comprehensive security for both AI applications and SaaS applications.
Platform Integration
Cisco AI Defense provides deep integration with Cisco’s network infrastructure and other Cisco security products. Microsoft Defender for Cloud and AI has seamless integration with the wider Microsoft’s ecosystem, including Azure, Microsoft 365, Dynamics, Power Apps as well as being part of the wider Microsoft security solutions.
Capabilities
Cisco AI Defense places a key emphasis on AI-specific security measures that include automated vulnerability assessments and real-time protection against adversarial attacks.
Whilst similar in approach, Microsoft Defender for Cloud and AI offers broader security features, including threat protection for both AI and cloud services, and integrates with Microsoft’s XDR for centralised incident management.
When to choose which?
When to choose Cisco AI Defense
Best For: Organisations with a significant focus on AI development and deployment, particularly those heavily invested in Cisco’s network infrastructure.
Primary Benefits: AI model validation, runtime protection, and extensive integration with Cisco’s network and security products.
When to Choose Microsoft Defender for Cloud and AI
Best For: Organisations utilising a mix of AI and SaaS applications, especially those heavily invested in the Microsoft ecosystem (Azure, Microsoft 365, etc.).
Primary Benefits: Comprehensive threat protection, tight integration with Microsoft 365, Azure, Dynamics 365 and existing Microsoft security solutions.
Case Scenario: Ficticous Enterprise Organisation
Customer Profile: “A large enterprise organisation with a complex infrastructure, several hundred applications (mainly SaaS) as well as in-house and hosted custom applications running in Public Cloud (Azure), mix of productivity tools (Microsoft 365), AI-powered assistants (Microsoft Copilot and Chat GPT), multi-campus network environment (Cisco Meraki), Cloud Voice (Microsoft Teams), Space Management Tools (Cisco Spaces) and network performance monitoring (Cisco ThousandEyes).
Organisation has and uses Microsoft 365 E5. They have a contact centre based on Cisco Webex and use Microsoft Teams Meeting Rooms with Cisco endpoints. User devices as mix of Lenovo and Surface. They also use Cisco Duo. They have a Cisco EA.
They are in the middle of a Microsoft 365 Copilot pilot with around 20% of their organisation but aware that some other departments may have other shadow AI tools. They are also looking at building their own apps that will use a magnitude of AI agents and connectors.”
Cisco AI Defense vs Microsoft Defender for Cloud and AI
Given the complex infrastructure and diverse applications of this large enterprise organisation, the differences, strengths and similarities of each really stand out. Appreciating this a “made up” organisation, you can see where and why each product has its strength and merits.
Microsoft Defender for Cloud and AI
Given the extensive use of Microsoft services and the presence of Microsoft 365 E5, Microsoft Defender for Cloud and AI is highly recommended. It offers comprehensive security coverage for both AI applications and SaaS applications, integrating seamlessly with the existing Microsoft ecosystem. The core services are also included within the Microsoft 365 E5 subscription.
Key Benefits:
Broad Threat Protection: Covers both AI applications and cloud services, ensuring robust security across the organization.
Integration with Microsoft Ecosystem: Seamless integration with Azure, Microsoft 365, and the organisations other Microsoft applications and security solutions.
Centralised Management: Facilitates centralised management and monitoring, improving operational efficiency.
Cisco AI Defense
Considering the organisation’s significant investment in Cisco networking solutions and the presence of Cisco Meraki, Cisco Spaces, and Cisco ThousandEyes, Cisco AI Defense is also recommended. It provides specialised AI security measures and integrates well with Cisco’s network infrastructure.
Key Benefits:
AI-Specific Security: Focuses on securing AI applications throughout their lifecycle, providing tailored protection.
Deep Integration with Cisco Infrastructure: Enhances overall network security by integrating with Cisco’s network and security products.
Real-Time Protection: Offers robust real-time protection against adversarial attacks, ensuring continuous integrity of AI operations.
Combined Approach
Given the organisation’s diverse IT infrastructure and the need for comprehensive security, a combined approach using both Microsoft Defender for Cloud and AI and Cisco AI Defense is advisable. This dual solution ensures that all aspects of the IT infrastructure are covered, from AI applications to cloud services and networking.
By leveraging both solutions, the organization can achieve a robust, integrated security framework that covers all their IT needs, ensuring comprehensive protection and efficient management.
Budget and Management Considerations
Budget: While using both solutions might seem costly, the investment is likely justified by the enhanced security and centralised management capabilities.
Management: Both solutions offer centralised management, making it easier to oversee and control security measures. The tools are managed across the respective product suites which are already in use within the organisation minimising additonal admin / sec ops over head.
Conclusion
Cisco AI Defense and Microsoft Defender for Cloud and AI are both robust solutions tailored to different security needs and infrastructures. Understanding their strengths and integration capabilities allows organisations to make informed decisions, achieving comprehensive and integrated security frameworks.
Cisco AI Defense is new and will be available in March 2025, so please do let me know if I’ve missed anything obvious…
In our recent fireside chat, we delved into the transformative potential of AI agents across multiple industries. These business areas include customer service, IT support, and internal business support. The discussion, titled “Rise of the AI Agents,” brought together industry experts across several fields. These included transportation, public sector, legal, media, and executive search. The panel explored how AI is reshaping customer and consumer interactions and discussed enhancing efficiency and driving more inclusive interactions.
Introduction to AI Agents
We kicked off the session our fireside chat by setting the scene. We highlighted the traditional challenges faced in contact centers. These include long hold times and inefficient call transfers between chat bots and human agents. Here we agreed on these and but also the importance of not just jumping on “injecting ChatGPT” into workflows, but instead discussed the advent and value of generative AI and human-like conversation across chat and AI-Voice and how these rapid technology advancements have the potential to revolutionise these experiences.
AI agents, leveraging large language models like, are now capable of understanding context, handling a wide range of queries, and providing personalized responses and we are seeing Contact Center solutions such as Cisco Webex, starting to infuse this technology to assist end-to-end in the Human-to AI, Human-to-AI-to-Human, and Human-to-Human conversation.
AI agents leverage advanced technologies like large language models (LLMs) and machine learning to provide more dynamic and context-aware interactions. AI agents can understand and generate natural language. This ability allows them to handle a wider range of queries. They also provide more personalised responses. They can learn from data and feedback, improving their performance over time without needing manual updates.
AI agents can also integrate with various data sources and systems, enabling them to provide more comprehensive and accurate information.
Autonomous Agents can operate entirely independently, without human intervention. They can handle multi-step tasks, make decisions based on pre-programmed logic, and adapt to new situations using advanced AI techniques like reinforcement learning. These agents are ideal for environments where human input is minimal or impractical.
Semi-Autonomous Agents on the other hand, still involve a “human in the loop.” While they can perform many tasks independently, they require human input for certain decisions or actions. This hybrid approach combines the efficiency of automation with the oversight of human expertise, ensuring accuracy and reliability.
The example below is a recent marketing video from Cisco introducing their new AI agent in Webex Contact Centre.
AI Agent example in Cisco Webex Contact Centre
AI Agent – Use Cases
Through the discussion, the panel agreed on several key areas in which AI assisted agents could add value.
Customer Support: Investing (or extending existing platform) in AI agents can help multiple lines of business better and more efficiently handle routine customer inquiries, such as changing addresses, booking or changing appointments, and freeing up human agents to work on less trivial customer requests or more complex issues.
Sales Assistance: Another area discussed, was where AI can assist human agents (for example in sales or customer service), by providing real-time information and suggestions during human customer interactions, improving the chances of successful sales conversations, such as overcoming objections or asking for more technical information about a product or service.
Customer Service and Complaints: helping agents improve their interaction with their customers, such as making agents aware of similar problems, outages or similar calls that led to successful outcomes or helping explain something better or in a different way to their customer.
Training and Development: AI can be used to train new agents by simulating customer interactions and providing feedback, helping them improve their skills more quickly. This can be used for onboarding fresh staff, running different customer scenarios or reviewing previous calls for improvement
Sentiment Analysis: Using AI to analyse customer sentiment during interactions, allowing agents to adjust their approach and improve customer satisfaction as well as flagging to supervisors early where interaction or training may be needed.
AI Agent Value and Applications
Driving efficiency and improving satisfaction
Darren Everden (London Borough of Hillingdon) shared his insights on how local authorities are looking at utilising AI to improve resident interactions. David emphasised the importance of channel shift and transformation in the public sector, driven by funding reductions and the need for more cost-effective solutions that also improve the resident experience and resolution rate. Darren highlighted the evolution of chatbots, which can now use natural language processing to understand and respond to resident queries more effectively. He also discussed the potential of integrating AI into voice channels, enhancing accessibility and providing a more natural interaction experience making it almost impossible to differentiate from human voice. Interactions are far more natural than ever, and this continues to evolve and improve with models such as ChatGPT-4o.
Inclusivity and Accessibility
Ken Dickie from Leathwaite Executive Search, discussed the role of AI in promoting and improving inclusivity and accessibility. He pointed out that AI agents are far better at being able to adapt to the needs of users with disabilities, such as dyslexia, by adjusting text spacing or providing audio responses something human only operated agents simply cannot easily do This real-time adaptability empowers individuals to engage with systems more effectively. Ken also mentioned the global reach of AI, enabling organisations to provide support in multiple languages, thus breaking down communication barriers.
Enhancing Agent Efficiency
Aidan Shanahan from Govia Thameslink Railway discussed the benefits of AI in assisting human agents. He discussed his view on where AI can provide real-time guidance and sentiment analysis, helping agents handle customer interactions more effectively. The panel here discussed the role AI as an human assistant (An Agent to the Agent) being particularly valuable in high-stress situations, such as handling complaints, where AI can suggest appropriate responses based on the customer’s tone. Aidan also highlighted the potential for AI to improve internal processes, such as IT support, by automating routine tasks and reducing response times, replacing laboreous processes with natural language requests.
Jas Bassi from Gately highlighted the potential applications of AI in the legal sector. While acknowledging the generational differences in adopting new technologies, Jas emphasized the need for a multi-channel approach that includes both human and AI interactions. He pointed out that AI can deliver efficiency gains in transactional activities, ensuring faster and more consistent service delivery. However, he also raised concerns about biases in AI training and the risk of deep fakes, underscoring the importance of maintaining a balance between automation and human oversight.
Low cost of entry and ease of Proof of Concept
Alex Taylor from Awin shared his experience with implementing AI agents internally at Awin. He mentioned that this is no longer about one off business cases and specific dictated expensive systems. He shared that he is seeing huge interest in the use of AI agents across various departments, such as InfoSec and marketing, in leveraging AI to not only automate and ease customer interactions but also going beyond this and automating processes and improving efficiency. He emphasised the importance of extending this value by connecting backend systems (which also involved in many cases minimising diserpate vendrs) and ensuring they are “compatible” to maximize their effectiveness with automation and semi-automatic interactions. He realised examples, of automatically logging tickets, providing simple answers to issues and even liaising with other systems or processes.
Finally Alex and Ken agreed that the bar to entry is much lower, with a similar approach,. bring able to serve multiple departments, handle thousands of enquiries and not only reduce the cost, but truely delivery faster, more inclusive and international support even for organisations that don’t have global offices.
Conclusion: The Value and Opportunities of AI Agents
Our fireside chat concluded that there were several key value points when it comes to the use and exploration of AI agents across customer and employee focused formal contact centers but also across more adhoc and internal communications within and across business, from website chat to internal IT support.
Enhanced Customer Interaction: AI agents can provide more efficient and personalized customer service, reducing wait times and improving satisfaction
Cost-Effective Solutions: The low cost of entry and easy of deployment (compared to the previous laborious process of programming conversational paths), enables organisations to handle a higher volume of interactions without significantly increasing costs, making it a viable option for sectors with budget constraints and most importantly without a huge development and support burden.
Inclusivity and Accessibility: AI agents can adapt to the needs of diverse user groups, promoting inclusivity and breaking down language barriers both with end customers and with human-agents.
Supporting the Human Agents: AI assists can act as a huge support for human agents by providing real-time guidance, sentiment analysis, and automating routine tasks, enhancing overall efficiency and can even help handle delicate situations, detect agent stress and suggest rest-bites and training to supervisors based on AI assisted analysis.
Internal Process Optimisation: Used effectively, this can extend way beyond the conversation, streamlining internal workflows, reducing response times and improving productivity across various departments.
The Webex One 24 opening keynote was a showcase of Cisco’s commitment to revolutionising the way organisations collaborate and connect. It highlighted several new announcements, renewed partnerships and AI innovation across their portfolio which will continue to innovate the “future of work”.
This blog summarises my key highlights from Cisco’s fifth annual Webex One event. This year’s theme focussed on the transformative power of AI and human connection. Senior Cisco execs, including Aruna Ravichandran and Jeetu Patel, opened by discussing the latest AI innovations and their impact on customer and employee experiences and of course used the event to showcase new technologies and products from Cisco as well as new and extended partnerships with key vendors including Apple and Microsoft.
Cisco emphasised the integration of AI into (all) their products, the importance of secure and smart workplaces, and the future of seamless collaboration. They also introduced new technologies like the autonomous Webex AI agent and Cisco spatial meetings for Apple Vision Pro, showcasing their commitment to enhancing productivity and connectivity.
“Don’t worry about AI taking away your jobs, but worry about people who use AI effectively” | Jitu Patel
Aruna Ravichandran, Cisco’s Senior Vice President emphasised the importance of human connection and creativity in the transformative world of AI, highlighting the event’s focus on groundbreaking AI innovations and customer experience.
Jeetu Patel, Cisco’s Executive Vice President, talked about the “seismic shift in AI“, noting that while AI has brought significant momentum and pockets of impactful change, for the most, our lives have not yet materially changed. He said that he sees a dramatic change in the next decade, emphasizing the potential of agent-based technologies to redefine and reshape jobs and workflows fundamentally.
Let’s look at a few of these in more detail.
Cisco’s AI Strategy
Cisco’s AI strategy is focussed on integrating AI natively into their products, providing AI infrastructure, and ensuring AI security. Jeetu Patel talked passionately about the importance of AI-ready data centers, modern networks and AI aware security as well as what he called “future-proof workplaces”, and resilience in operations, driven by AI and data. Cisco unveiled new AI-driven features across their Webex collaboration suite, designed to make virtual meetings more intuitive and productive. These enhancements included real-time language translation, advanced noise cancellation, and AI-powered meeting summaries, ensuring that every participant can stay engaged and informed as well as work with Apple and Microsoft integration and connectivity.
Building Future Proofed Workspaces
Cisco talked about the importance of seamless integration across various platforms. They said they are introducing new APIs and partnerships that will better enable Webex and their meeting spaces technologies to integrate more effortlessly with other tools and applications, providing a unified and streamlined user experience, including with Microsoft Teams. Cisco aims to continue to raise the standard of what the workplace with secure campus and branch networking, smart building technology, workplace security, and seamless collaboration should look like something they see themselves having a unique industry advantage of.
“Our goal is to make every meeting as productive and engaging as possible, no matter where you are in the world.” | Jeetu Patel | Cisco VP
Cisco said the focus is on creating productive, automated, and secure environments for employees to work from anywhere. Cisco also showcases its advancements in spatial meetings, emphasizing the importance of human connection in AI-driven interactions – with a differentiated focus on creating immersive and engaging meeting experiences that feel as intimate and effective as in-person interactions.
Autonomous Agents in Webex Contact Centre
Cisco also introduced their upcoming autonomous Webex AI agent, designed to enhance self-service in contact centers. This AI agent combines conversational intelligence with generative AI and integrates with back-office systems to deliver personalized outcomes, reducing the need for human agents. The demo showed some advanced autonomous (AI Agents) enhancing customer self-service – combining conversational AI with generative AI along with integrates with back-office systems and processes like HR and Finance.
Extended Partnerships
Cisco discussed extended partnerships with both Apple and Microsoft, emphasizing their collaborative efforts to enhance technology and user experience and to meet customers where they are. These partnerships emphasize Cisco’s commitment to interoperability and enhancing user experiences across different (in some cases, competitive) platforms.
Cisco said that their Cisco Room devices for Microsoft Teams have become the fastest-growing Microsoft Teams Room solution in the world with over 3,000 customers now leveraging Cisco technology to power their Microsoft Teams investment.
Cisco’s long-term relationship with Apple was discussed and references made to Cisco technology being integral to Apple’s product development. The keynote highlighted the collaboration between the two including the development of the Apple Vision Pro, which integrates Cisco’s Webex for immersive 3D meetings
An AI powered Sustainable Future
High on the agenda was Cisco’s commitment to sustainability which was a key theme through the keynote. Cisco introduced new features aimed at reducing the environmental impact of virtual meetings, such as energy-efficient data centres and tools to measure and offset carbon footprints.
Did you attend Webex One or watch it remotely, what did you find of interest and what did you hope you’d see but didn’t?
Cisco’s annual event, Cisco Live 2024, has seen a huge number of new AI-powered innovations and investments from a Cisco as they took to the stage in Las Vegas. This year the focus has been about powering the AI transformation and has been particularly impactful with the introduction and expansion of AI-enriched solutions across networking, security, and observability domains.
Here’s my take aways from the event based on snipits I watched and blogs from Cisco I’ve read over night on how these advancements are set to further transform the tech industry across almost almost every vertical.
Digital Resilience Through AI
Cisco talked about how their AI-powered innovations which are heavily focussed on the platform that drives transformation (the network and connectivity) are designed to enhance digital resilience, combining the power of the network with industry-leading security and observability. This integration simplifies adoption and provides comprehensive visibility across the digital landscape.
$1 Billion AI Investment Fund
Cisco annouced a new Global AI Investment Fund in a bold move to foster industry innovation and customer readiness and likely help them fund and invest into future aquisitions which is becoming common in the industry with start up innovation and backing. This strategic initiative supports Cisco’s vision of an AI-powered future, connecting and protecting organisations of all sizes through Cisco innovative networking and secure cloud technology platforms.
New Strategic Initiatives
Cisco’s collaboration with industry giants like NVIDIA, Splunk (who they aquired earlier this year) , and others, showcases its commitment to customer success and growth. Cisco referenced some of their largest clients including Steve Madden and McLaren F1 Racing that see Cisco continuing to play a vital role as a strategic ally in business and technology across their entire portfolio from network, security observability and collaboration.
New certifications to empower partners
Designed to prepare partners and ensure skills for the AI powered future, Cisco annouced new AI Fundamentals for their Partners including a new Certification in AI. Cisco plan to ensure they continue to equip partners and the workforce with the necessary skills to thrive in an AI-driven landscape which shows no sign on flowing down.
New innovations to their portfolio announced
Cisco has also announced new AI-powered features for their contact center solutions at Cisco Live 2024. These include.
New capabilities in Webex Contact Center will help organizations design and manage conversational self-service experiences. . This means businesses can automate their customer service to a greater extent, improving efficiency and customer satisfaction.
An AI Assistant is being provided for contact center agents. This assistant can help agents handle customer queries more effectively and efficiently, leading to improved customer service.
Cisco is also enabling the integration of third-party virtual agent solutions into their contact center offerings12. This allows businesses to leverage a wider range of technologies and services to enhance their customer service.
There is no AI without data and networking
With Cisco networking already the motorway for connectivity inside data centres, organisations IT and for connecting people, things and devices:
Nexus HyperFabric AI clusters. This is a “breakthrough” AI cluster solution developed in collaboration with NVIDIA and provides a single place to design, deploy, monitor, and assure AI pods and data center workloads. This means businesses can manage their AI workloads more efficiently and effectively.
Cisco Hypershield support for AMD Pensando DPUs and Intel IPUs,which Cisco say will enables enterprises to “realize an AI-driven, distributed security architecture” that seamlessly goes from the cloud to the data centers to the edge while still being highly performing and energy efficient.
Cisco will also combine the the power of the Splunk with their AppDynamics Application Performance Monitoring (APM) with the introduction of Splunk Log Observer for Cisco AppDynamics. This integration will enable users to drive faster troubleshooting across on-prem and hybrid environments.
Excitement overdrive
As a leading UK Cisco Partner, Cisco Live brought excitement to our teams and will give new innovation enablement for Cisco customers.
Cisco’s innovations will help us continue to help out customer build a more resilient, intelligent, and secure digital environment.
We’re thrilled to share incredible innovation and new AI-powered capabilities for our customers this week at Cisco Live… Cisco is uniquely positioned to revolutionize the way infrastructure and data connect and protect organizations of all sizes, and we are confident we are the right strategic partner for our customers in this era of AI.”
Chuck Robbins |Chair and CEO | Cisco.
For Cisco, it represents a step forward in leading the industry towards an inclusive AI-powered future. And for partners like Cisilion, it’s an opportunity to leverage these advancements to deliver cutting-edge solutions to our clients.
It’s not over yet.
Stay tuned for more updates from Cisco Live 2024, as we continue to explore the possibilities of AI and its impact on the world of technology.
Last week, Cisco reported its Q3 fiscal results which beat market in terms of both top and bottom-line.
Cisco achieved this despite a continued decline in overall revenue, showing that like many of the US tech giants, Cisco have become leaner and more cost effective as an entity. It is also recognition of their shift to a software organisation (that also sells hardware).
As a Cisco partner, we understand why Cisco have attributed the majority of their sales revenue decline being due to their customers still deploying data centre and networking equipment purchased late last year due to shifting busienss priorities and re alignment over hybrid work practices. This is certainly something we have seen some still an overspill from the huge chip and stock shortages we saw in COVID-19…
Cisco remain confident that Q4 will see a turn around. Personally, we (Cisilion) have already seen a great Cisco Q3 personally and expect a great Cisco Q4 with some large networking and data centre refreshes.
Riding the AI Wave
Cisco are also making big step forward in the new AI powered world in two parts.
Aquisitions and Parnering
Firstly, Cisco have recently closed the $28 billion acquisition of security and observability software Splunk. Whilst not yet assimilated and incorporated into Cisco’s mainstream portfolio (this won’t likely happen until mid to late FY25) the aquisition will boost their cybersecurity and AI goals. With Splunk, Cisco is gaining a tool to better compete with their competition such as Palo Alto and Crowd Strike and ensures they remain relevant.
Cisco is also well-aware that in order to grow, they need to join forces and work with the other tech giants that dominate the cloud and modern workplace technologies. Their partnership with Microsoft in the modern work space and alignment with building more services for Azure as well as supporting their digitial market place for software and service sales will also boost their reach.
Last month, Cisco have announced a new partnership with NVIDIA to enable enterprises to quickly deploy and manage secure AI infrastructure with new hardware being announced.
As a Cisco and Microsoft Partner, it is great to see the partnership paying off, and our customers live the choice, flexibility and sustainability offerings possible through the deep integration of Cisco meeting room technology on Teams, their integration with Microsoft Sentinel and the work they have done with Cisco Webex Contact Centre which now offers one of the most feature rich and mature customer experience platforms on both Cisco Webex and for Microsoft Teams.
Through these partnerships and aquisitions, Cisco seemed well placed to help organisations build, power, support, and secure AI
Partnership is great for our customers and for us (Cisilion) as a partner.
The Network: Powering the AI Wave
In a recent interview and video we did to celebrate the opening of our new Customer Experience Centre in London, Chintan Patel (Cisco UK CTO) said that “there is no AI without the network“.
This statement, made by Cisco CTO, underscores the critical role that networks play in the functioning and advancement of AI.
Cisco and Cisilion talking AI with Cisco UK CTO
AI rely heavily on data – they need to ingest, process, and learn from vast amounts of information to function effectively. This data needs to be transported, often across great distances, and this is where the network comes in. Without a robust and reliable network, data cannot be moved efficiently, and AI systems cannot operate at their full potential.
Cisco, with its extensive experience in network provision, is uniquely positioned to provide the high-speed, reliable network infrastructure that AI systems require. Their networks are designed to handle the high data volumes and fast data speeds that AI applications demand.
AI is fuelled by the Data Centre.
The Data Centre is the heart of any AI operation. They house the servers that store and process the data AI systems use and are vital for any organisation or service provider building out training their own AI models.
Having been along time leader in the data centre space, offers state-of-the-art technology, from a a compute and networking stack that help organisations design and build through their partners, modern environments that can handle the intensive computational needs of AI, providing a stable and efficient environment for AI operations.
When we come back to partnership and alliance, some of the largest AI service providers, including Microsoft and Adobe use data centres powered by Cisco (amongst others) and rely on their network and data centre (Azure) to power their AI services like Copilot and Azure AI. Cisco’s advanced network solutions and data centres provide the necessary infrastructure for these companies to run their AI applications effectively.
As we see more organisations look to build their own large and small language models, Machine Learning and AI computational and generative AI, Cisco will be helping to power this AI revolution.
As such their technology infrastructure will plays a crucial role in enabling AI service providers to deliver innovative solutions that drive business growth and societal advancement.
I’m confident this will re innovate the infrastructure market across both businesses and service providers. In conclusion, Cisco’s statement that “there is no AI without the network” rings true. As AI continues to evolve and become more integrated into our daily lives, the role of network and data centre providers like Cisco will only become more critical.
Of course Cisco aren’t the only provider in this space, but I’m impressed with shift and direction Cisco are moving to stay relevant and partner with the other AI giants. As a Cisco partner this is great to see.
To read more about Cisco technology, data centre, observability and network, you can check out their pages below.
This week, I had the pleasure of running a Fireside Chat with Mark Brown, who leads the engineering team at Splunk. The chat was streamed live on Linked In and YouTube as part of Cisilion’s monthly technology chat show which has been running for more than three years.
This month, we took to the virtual stage to discuss the acquisition of Splunk by Cisco, the history and innovation that Splunk brings across security and data analytics and observability, and some of the huge success stories and customers of Splunk since the company’s founding in 2003.
Cisilion and Spunk – May Fireside Chat
In this month’s show, we delved into Splunk’s history and capabilities, its evolution over the last 20 years, and its role as a data analytics platform. We talked about Splunk’s diverse customer base, including huge “high street” brands like Siemens and Gatwick Airport, where we discussed how Splunk’s data analytics is helping to enhance operational efficiency and security at the airport and how by processing local traffic and weather data along with real time people traffic in the airport, they help to ensure that LGW meet their people flow SLAs of getting people from check-in and through security.
Finally we talked about why Cisco have acquired Splunk, the market opportuntiy it creates and how partners like Cisilion will be able to leverage this aquisition into the Cisco portfolio over time. Mark talks about this being a strategic move to integrate Splunk’s data analytics with Cisco’s network and security solutions, offering a comprehensive approach to observability and security and giving them a real competitive edge whilst, increasing their market share and making the solutions simpler for their customers.
Using the power of AI, I have used Microsoft Copilot to breakdown the key sections of the video and help you to navigate to areas you think might be useful to you.
(I have a video on how to do this which you can access -> here -<
Cisilion and Splunk Fireside Chat – Key Coversations
[00:01:18] Introduction of Mark Brown from Splunk
Leads the UK solution engineering team
Discusses Splunk’s recent acquisition by Cisco
Highlights the value Splunk brings to businesses
[00:03:00] Explanation of what Splunk is
Describes Splunk as a platform for searching logs in data centers
Evolved into a leader in security and observability
Known as the “Google for the data center”
[00:18:09] Cisco’s acquisition of Splunk
Seen as a natural fit with little overlap in technology offerings
Expected to enhance both Cisco’s and Splunk’s product portfolios
Acquisition aligns with Cisco’s strategy to expand software offerings
[00:08:14] Reference customers of Splunk
Splunk’s reference customers span 110 countries and includes major brands across various industries
Talking through examples including Siemens, Singapore Airlines, and Gatwick Airport
Talking about wider use cases that demonstrate Splunk’s adaptability and impact
[00:14:22] Splunk’s competition in the market
How and where Splunk competes with and partners with various tech companies such as Data Dog and Relic
How Microsoft Sentinel have also become a leader in the SIEM space in just two years and how Microsoft and Splunk are working together to deliver Splunk Solutions to customers in Azure.
How Splunk have been leaders for more than 10 years.
[00:17:46] Cisilion’s perspective on the acquisition
How Cisilion are excited about the integration and potential for new market opportunities and the alignment between Cisco and Microsoft, Cisilion’s two strategic partners.
How we see the acquisition as a way to complete the technology journey for clients bringing together multiple technnologies and creating a single pane of glass for security logs and observability.
Our forward looking view on the game-changing advancements in observability and security this aquisition could bring to Cisco.
00:25:23] The chat continues around use cases, market trends and the future of security and observability
Welcome your views on the video and the discussion as always.
The digital security landscape is constantly challenged by sophisticated threats, making the role of Security Information and Event Management (SIEM) systems more critical than ever. In the 2024 Gartner® Magic Quadrant™ for SIEM, Microsoft and Splunk have been recognised as leaders, demonstrating excellence in vision and execution in the SIEM space.
Gartner said in their 2024 report that “The SIEM market grew from $5.03 billion in 2022 to $5.7 billion in 2023 (see Market Share: All Software Markets, Worldwide, 2023), a 13% annual growth rate compared to a 22% increase the previous year. The primary drivers of a SIEM purchase are threat detection, response, exposure management and compliance. Buyers are seeking a SIEM ecosystem with broad and deep capabilities to satisfy multiple security and business use cases with capabilities to support a diverse environment.”
Image (c) Gartner 2024
The Significance of SIEM in Cybersecurity
SIEM technology is essential for organisations to effectively manage security events and information. It provides real-time visibility across an organisation’s information security systems (multi vendor), providing single pane of glass event log management, compliance reporting, and incident response capabilities. The ability to swiftly detect, analyse, and respond to security incidents is what makes SIEM a cornerstone of enterprise security strategies.
Friends and Foes?
In 2023, Splunk and Microsoft agreed to partnering to help build Splunk’s enterprise security and observability offerings on Microsoft Azure. This means that Splunk solutions are now available for purchase on the Microsoft Azure Marketplace as well as AWS Market place. This is great for both parties and Microsoft Partners who sell and deploy Azure Services to their clients.
Gartner cite Microsoft Sentinel as being best for organisations that require or demand a cloud-native SIEM solution with advanced AI capabilities and integration with other Microsoft security products will find Microsoft Sentinel to be an ideal fit. Sentinel works with a huge number of external cloud and on-premises data connectors (including Splunk).
Splunk’s Data-Centric Excellence in SIEM
Splunk remains a joint leader in the SIEM market, praised as always for their data-centric security analytics solution, The Enterprise Security application from Splunk is available both on-premises and as SaaS. Splunk provides pricing flexibility, which can be based on daily data ingestion or cloud workloads, referred to as Splunk Virtual Compute. Splunk primarily serves large enterprise organizations in North USA
Splunk have said they are launching a new AI Assistant for Security, which will be integrated with Enterprise Security to enhance detection and response functions. Cisco finalized the acquisition of Splunk on March 18, 2024 and we expect to see integration and cross pollenisation of their combined portfolio at somepoint in 2025.
Gartner point out that currently Splunk has a significantly higher-than-average cost compared to other vendors in their report, is more complex to deploy and configure (measured in pro services days) and currently low numbers of sales support staff outside the US – though with Cisco’s aquisiton of Splunk this is likely to change over the next 18-24 months.
Strengths:
Overall observability: The Splunk platform can integrate security, IT, application and other data sources. This, coupled with its federated search and analytics capabilities across third-party data stores, is a strength for clients seeking to build highly enriched queries and alerts.
Extensive integration: Splunk’s integration of SOAR enhances a wide range of common SIEM use cases. Clients wanting quick time to production automation for common SIEM operational functions will find Splunk’s library of playbooks a strength.
User interface: Splunk’s UI and dashboard provide significant customization. Clients requiring custom animations and visualization for specialized monitoring, such as OT or financial systems, will find the UI editor an overall strength
Best Fit
Splunk is particularly suited for very large organisations that value a data-driven approach to security and need powerful analytics to manage complex security environments. Microsoft is actually one of Spunk’s largest customers.
Conclusion
Microsoft and Splunk continue to lead the SIEM market with their innovative solutions. Sentinel offers a world-class leading, cloud-native, AI-enriched platform that simplifies operations and accelerates threat resolution.
Splunk provides a robust, data-centric approach to security analytics, enabling organizations to respond to threats with speed and precision and is ideally suited for the largest of enterprises as well as those who remain mainly on-prem and less “all in with cloud”. Splunk also has a strategic alignment and integration with Microsoft Sentinel.
As a Microsoft and Cisco leading UK partner, we are excited to be working with both Cisco and Splunk (Cisco) in this space with the abiluty to guide and consult around customer hosted, Azure hosted and cloud-native SIEM solutions. We also love ther fact that we can now meet customers on their ground with the ability to deploy Splunk on Azure via the market place to our clients.
Cisco has introduced a new product called Hypershield, which they claim is one of the most significant security products in Cisco’s history. It is expected to be generally available starting from July 2024.
What is Hyper Shield?
Hypershield is a cloud-native, AI-powered system designed to enhance the security of AI-scale data centers. Unlike traditional security products, hyper shield is integrated directly into the network’s fabric, offering a revolutionary approach to protecting digital infrastructure services in data centres, protecting applications, devices, and data across public and private data centers, clouds, and physical locations.
This is the Most Consequential security announcement In Cisco’s 40-Year History
Cisco.
The holistic system promises to bring the security advantages of a hyperscale model to enterprises, allowing security to be embedded in every software component of every application running on the network, on every server, and in both public and private cloud deployments.
How Hyper Shield is different.
Hypershield is different to traditional security “bolt ons” because it not just a new security product or the next version of something that already exists. What makes this different and unique, is that Hyper Shield represents a brand-new security architecture model built from the ground. It uses an open-source technology called eBPF that hyperscalers use to automate patching and other time-consuming jobs. It has the ability to transform every network port into a high-performance security enforcement point and works by blocks application exploits in minutes while preventing lateral movement of attacks.
Innovation from within
I think Hypershield is exciting because it represents a significant shift in how security is approached within the data centre fabric.
“Why we think this is the most consequential is we’re taking what used to be a firewall, an appliance, and we’re like melting into the network. It’s not a separate thing that you add on. It’s like magic. It writes its own rules, it tests its own rules, it qualifies its own rules, deploys its own rules, and then overnight it upgrades itself”
Tom Gillis | VP Security | Cisco
It is built with technology originally developed for hyperscale public clouds Cisco are making this technology available for enterprise IT teams of all sizes regardless of how big their data centre foot print is. It works by enabling security enforcement to be placed everywhere it needs to be, at the application and data layer, which is a major shift and change in how traditional data centre security works. Cisco say that it’s expected to have a significant impact on how businesses protect their digital assets.
With this innovation … we have actually been able to deliver something that’s unlike anything we’ve done in the last 40 years at Cisco. And I will say that we’re just getting started.
Jeetu Patel | Cisco’s EVP
Rather than relying on traditional network and application level firewalls in the datacentre, Hypershield works by essentially providing security boundaries around every application and service. It naturally uses artificial intelligence to learn and adapt, so it gets better at detecting and understand normal activity from attack attempts.
Last month, and now just a few weeks away from Cisco Live, Cisco have announced they are bringing a new “AI Assistant for Security” to market this year. This is an artificial intelligence tool that combines generative AI technologies with an “unparalleled scope of data” , giving IT/SecOps teams the ability to generate more secure, AI-driven insights that span devices, applications, security, networks, and the internet .
“AI Assistant for Security will help provide better protection to our customers by simplifying management for both seasoned administrators and novice users. Our aim is to inject generative AI and unify telemetry across all Cisco Security solutions to create a more effective experience and safeguard our customers”
Brian Feeney | VP Global security partner sales | Cisco
Cisco AI Assistant for Security marks a major step in making artificial intelligence pervasive in the Cisco Security Cloud. Starting with the Cisco Secure Firewall Management Center, Cybersecurity professionals will be able to leverages Cisco AI Assistant for streamlining and automating firewall management both on premises and in the cloud.
Firewalls first – more later
Cisco have said that they will launch the AI Assistant for firewall as soon as Spring 2024, with this representing a great opportunity for their partners and customers to start leverage the advantages of AI.
Cisco say this will be included and integrated into their cloud-delivered Firewall Management Center with no additional charge. Longer term, Cisco said they plan to extend it to their other firewall management tools later.
Why? Well, according to Gartner, Configuration complexity and inconsistent rules are among the highest cause of security risks and breaches when it comes to configuring networks and firewalls with misconfiguration being the cause of nintey nine percent (99%) of all firewall breaches.
Image (c) Cisco
The AI Assistant for Security is built on “Ciscos foundation of security, data protection, and privacy, guided by Cisco’s responsible AI principles and framework”. Their AI assistant is trained on Cisco’s huge security-focused datasets, (Talos) which analyses more than 550 billion security events daily and helps IT and SecOps teams in making informed decisions, enhancing their tooling and reporting capabilities, and automating intricate tasks.
“Cisco is harnessing AI to reframe how organisations think about cybersecurity outcomes and tip the scales in favor of defenders. Cisco combines AI with its breadth of telemetry across the network, private and public cloud infrastructure, applications, internet, email, and endpoints. “
Jeetu Patel | VP security and collaboration | Cisco
Cisco say that their Cisco AI Assistant for Security is a major step forward in making artificial intelligence relevant and pervasive in the Cisco Security Cloud – their unified, AI-driven, cross-domain security platform. Cisco Secure Firewall Management Center will be the first platform to leverage the AI Assistant for Security to simplify firewall management.
This should make it much easier to manage and maintaining firewall rules and policies, by enabling administrators to “talk to and administer” the platform to with natural language to find policies, understand rules, spot anonomises and even get suggestions for new rules.
How AI Assistant for Security is different to Microsoft SecurityCopilot?
Scope
Cisco AI Assistant for Security and Microsoft Security Copilot are both artificial intelligence tools that are designed to help IT and SecOps teams work do efficiently, smarter and safer users work faster, but the platforms and services are different in several ways when comparing to Microsoft Security Copilot.
Cisco’s AI assistant is designed to work across (initially) their firewall services (with other services that make up the Cisco Secure Cloud portfolio coming later), Microsoft Security Copilot is designed to assist cybersecurity professionals in investigating critical incidents across their entire security portfolio including Microsoft 365, their XDR platform, Azure and Sentinel. Microsoft Security Copilot doesn’t work across physical security devices like firewalls so the two services are potentially good complementing services.
Microsoft has combined the power of OpenAI’s large language model with Microsoft’s own threat analysis footprints which is informed by more than 100 different data sources across Microsoft 365,Azure and hundreds of this party data analysis companies. It uses the combined intelligence of more than 65 trillion threat signals every day to provide company and sector specific insights, alerts and guidance.
Use Cases
Currently AI Assistant for Security is designed to help organisations better configure their security services (starting with firewalls), detect inconsistencies (for example across different sites, service or offices). This will expand over time however and we expect more to be annouced in Feb 2024 at Cisco Live in Amsterdam.
Use cases for Microsoft Security Copilot include for example the ability to allow admins to use prompting language prompting to ask Copilot to acreste an exec level report on an incident response for a particular ongoing investigation. Copilot will pull data across multiple sources based on the set of interrelated and connected tools and services. Another change of prompt for example could the see Copilot provide more information, change how it displays or summarises the report, or even create lessons learned documents or suggest changes in process.
Cost
According to Cisco, the AI assistant for Security will be generally available for firewall customers in the spring of 2024 at no additional cost via the cloud-delivered Firewall Management Center (FMC) and expanding to other management tools in the future.
Microsoft Security Copilot, however, which is currently in paid public preview is expected to cost >$100k when it’s officially availabily later this year.
A better together story?
As you can see the Cisco and Microsoft’s offering in this space is quite different. While Cisco see their AI Assistant for Security as a way of differentiating their brand in the cyber security space and to leap ahead of the competition in this traditional secoery space (think Palo, HPE, Dell, Checkpoint etc), Microsoft Security Copilot is more geared towards collating security signals from the organisations configuration, reports and signals from Microsoft’s own threat intelligence of 65 Trillion signals, the organisations configuration and third party connected signals to provide almost an AI powered cyber security team.
I very much see this as a “use both” better together theme.
Closing Thoughts
According to Gartner, Configuration complexity and inconsistent rules are among the highest cause of security risks and breaches when it comes to configuring networks and firewalls with misconfiguration being the cause of nintey nine percent (99%) of all firewall breaches.
As such, launching this with a “firewall first” approach is a sensible move by Cisco to add more value to their offering through the use of embedding generative AI into their core security product base without adding a surcharge or making it “Premium”. It should help to further position Cisco as a Leader in the security space against the fierce completion. I look forward to this being available and for Cisco to increase it’s reach over time to the rest of their portfolio.
Read more
You can learn more about Microsoft Security Copilot at and Cisco’s AI assistant below.
Hello, followers and subscribers! As the year comes to an end, I want to take a moment to thank you for your support and interest in my blog. It has been a busy and exciting year in tech and I hope you enjoyed reading my posts which focussed mainly around AI, Modern Work, Cloud Security, Windows and Surface.
In my last blog post before Christmas, I will recap some of the highlights of what I posted about throughout 2023. Let’s take a look at what news and info I shared this year.
If you dont currently read or subscribe to my blog you can tune in or subscribe here.
January 2023
I kicked of the new year with ISE event, some news around Microsoft’sd Secyriuty revenue, the MVP programme and Cisco and Microsoft’s partnership around collaboration.
Cisco and Microsoft Teams partnership: The blog discusses the significance and benefits of the collaboration between Cisco and Microsoft to enable Cisco devices to run both Webex and Teams seamlessly without a reboot¹[1].
Microsoft’s security revenue and market share: The blog reports on Microsoft’s impressive growth in the cybersecurity market, driven by its integrated and comprehensive security portfolio and partner ecosystem.
Teams Premium features and pricing: The blog explains what Teams Premium is, how it differs from the standard Teams license, and how much it costs for different currencies.
Microsoft’s cloud price harmonisation: The blog informs about Microsoft’s plan to align the pricing of its cloud products and services across the globe based on the US dollar exchange rate, and how customers can prepare for it²[2].
Windows Insider MVP award and program: The blog shares the author’s personal experience and excitement of being re-awarded as a Windows Insider MVP, and invites others to join the Windows Insider Program and nominate potential MVPs.
February 2023
In february 2023, we sawe Cisco Contact Centre certified for Teams and a new Teams client announced (which is now generally available). I also found my old RM Tablet PC (running Windows XP tablet and did a quick recap review). Here is a summary of all the things I blogged about in Feb 23:
Microsoft Teams new client: The blog reports that Microsoft is working on a new version of Teams that will be faster, more efficient, and more stable than the current one. The new version will use Webview2 and React technologies and will be available in preview soon.
Webex Contact Center for Teams: The blog announces that Cisco Webex Contact Center has received official Microsoft Teams certification, which means that it can integrate seamlessly with Teams to provide enterprise-class customer service across multiple channels. The blog explains the benefits of this integration for both Microsoft and Cisco, as well as for organisations, partners, and customers.
Yealink DeskVision A24: The blog reviews a new all-in-one collaboration device from Yealink that combines a 24 inch 4K touch-display, a pop-up camera, a speaker, a wireless charger, and a touch screen monitor. The device is certified for both Teams and Zoom and offers a premium desktop collaboration experience. The blog praises the device’s design, functionality, and value.
RM Tablet PC: The blog revisits an old RM Tablet PC from 2002 that ran Windows XP Tablet PC Edition, which was a special edition of Windows XP designed for pen-sensitive screens. The blog credits the RM Tablet PC and Windows XP Tablet PC Edition for introducing and innovating the touch and tablet computing world that we now take for granted. The blog also reflects on the evolution of tablet devices and operating systems since then such as Microsoft Surface Pro.
March 2023
March was a busy month. We saw the Cisco and Microsoft partnership expand, talked about how Cisco Thousand Eyes is a vital tool for troubsleooting and managing the end user expewrience in the world of remote work and SaaS applications, chewed the fat over Windows 365 and Azure Virtual Desktop, covered new AI features coming to Windows 11 and of course, covered the huge announcement about the upcoming Microsoft 365 Copilot. Here’s some of the things I talked about:
Microsoft and Cisco partnership: The blog starts with the announcement of the certification of Cisco Board Pro to run Microsoft Teams Rooms natively, as well as supporting Webex. This is part of the ongoing collaboration between Microsoft and Cisco to provide interoperability and seamless experiences for their customers.
Surface Hub 2S update: The blog then mentions the new version of Windows that will ship with the next generation of Surface Hub 2S devices, called Teams Rooms on Windows. This will feature a new user interface, unified management, and new collaborative features such as FrontRow and Copilot for Teams.
New Teams app for Windows: The blog also covers the new preview version of the Teams app for Windows, which is said to be faster, more efficient, and more streamlined. The new app also includes the foundations for new AI-powered experiences, such as Copilot for Microsoft Teams.
Microsoft 365 Copilot: The blog introduces Microsoft 365 Copilot, a new AI assistant that leverages large language models and Microsoft Graph data to help users with natural language queries, tasks, insights, and content creation across Microsoft 365 apps and services.
ThousandEyes by Cisco: The blog explains how ThousandEyes by Cisco is a digital end user experience monitoring solution that helps ensure optimal performance of SaaS apps and cloud services for employees and customers. It also compares it with Azure Virtual Desktop and Windows 365.
Windows 11 updates: The blog concludes with a summary of the latest updates and features coming to Windows 11 in 2023, such as Taskbar enhancements, Energy Recommendations, File Explorer improvements, and Moment updates.
April 2023
April saw me talk more about updated to Windows 11 and Windows 365 (including Windows 365 Boot), a review of the gorgeous Surface Pro 9 5G, new AI features in Widnows 11 and Surface and the lauch of Mcirosoft Designer in preview.
Windows 11 Insider builds: New features and fixes for Windows 11, including a revamped widget board, spatial audio support, and Windows Studio Effects.
May 2023, saw Microsoft Announce Fabric – their new data analtics platform for the AI era, Windows Copilot (the neg gen Clippy/Cortana for Windows 11) and a in depth comparison of ChatGPT vs Bing Chat (now, Copilot). Here are the summaries of the blog posts in order:
Windows Copilot: The Cortana that never was. This post discusses the new Windows Copilot feature that will bring AI to the forefront of Windows 11. Copilot will live in the Windows sidebar and offer contextual actions and suggestions based on what’s on screen. Users will also be able to ask natural language questions and Copilot will respond much like Bing Chat. Copilot will also support third-party plugins that use OpenAI’s ChatGPT technology, enabling cross-application tasks and generative AI capabilities.
Bing Chat vs ChatGPT: Why Bing Chat is better. This post compares and contrasts Bing Chat and ChatGPT, two natural language chatbots that use OpenAI’s GPT technology. The post argues that Bing Chat is superior to ChatGPT in several aspects, such as speed, accuracy, quality, capability, and accessibility. The post also highlights some of the unique features of Bing Chat, such as web search, image search, image creation, conversation modes, and integration with other Microsoft apps and services.
June 2023
June 2023, I talked about how Microsoft is helping defend Ukraine from Cyber Attacks from Russia, the death of Internet Explorer and Windows Autopatch. We also looked at the massive changes to Cisco’s Cloud managed network infrastructure solutions.
Here are the summaries of the blog posts in order:
Microsoft shares lessons from Ukraine cyber war. This post talks about how Microsoft helped Ukraine defend against Russian cyberattacks and information operations, and what insights they gained from this experience.
Cisco brings Catalyst to the Meraki cloud. This post announced that Cisco was introducing a new option for customers to manage their Catalyst switches and access points using the Cisco Meraki cloud dashboard. This was announced at Cisco Live 2023.
Microsoft announces Viva Sales. This post introduces a new intelligent service that connects customer data across any CRM into Teams and Office and fills many of the gaps left by legacy CRM platforms. This was the latest additon to the Microsoft’s Viva suite.
Internet Explorer is officially dead: This post marks the end of life of Internet Explorer, the once dominant web browser that was released in 1995. It explains what end of life means for users, and why they should switch to Microsoft Edge or other modern browsers. It also reviews the history of Internet Explorer, its decline in market share, and its legacy features that are still supported by Edge.
Microsoft acquires Milburo: This post reveals that Microsoft has agreed to acquire Milburo, a world leader in foreign threat analysis and research detection services. It states that Milburo will join Microsoft’s Customer Security and Trust organisation, and will enhance Microsoft’s threat detection and analysis capabilities.
Microsoft launches software updates dashboard: This post unveils a new software updates dashboard in the Microsoft 365 admin center that enables IT to get a unified overview of the installation status of Windows and Microsoft 365 app updates across all their devices. It shows how the dashboard provides charts and statistics on update status and end of service, and how it supports both fully managed and monitored only devices. It also provides links to further information and instructions on how to enable the preview.
Windows Autopatch reaches public preview: This post announces that Windows Autopatch, a service to automatically keep Windows and Microsoft 365 up to date in enterprise organisations, has now reached public preview. It describes how Windows Autopatch shifts the update orchestration burden from the IT department to Microsoft, and how it provides features such as testing rings, halt and rollback, and expedited updates. I also covered prerequisites, licensing, and features of the service, and how to join the preview.
July 2023
The second part of the year, kicked off with pricing being announced for Microsoft 365 Copilot, Microsoft renaming Azure AD to Entra ID and Bing Chat Enterprise (a commercial grade version of Bing Chat) being made available free to Microsoft 365 Business and Enterprise Customers.
Bing Chat Enterprise: A new version of Bing Chat that is secure and private for work, powered by generative AI. It can be accessed from Microsoft Edge, Windows 11, or bing.com/chat. It is free for existing Microsoft 365 customers or $5 per user per month as a standalone version.
Microsoft 365 Copilot Pricing: An AI powered service that brings generative AI features into Microsoft 365 apps and services. It is currently in a closed private preview and will cost $30 per user per month for commercial customers on top of their Microsoft 365 licenses.
Orca AI: A new open-sourced AI model that can imitate the reasoning of large foundation models like GPT-4 in a much smaller footprint. It is designed to solve the limitations of using smaller language models and revolutionise the AI industry.
Microsoft EntraID: A new brand name for Microsoft’s unified access and security offering, which includes two new products: Entra Private Access and Entra Internet Access. These products are designed to provide identity-centric and zero trust network access to any app or resource, from anywhere. Azure Active Directory is also renamed to Entra ID.
August 2023
In August (while many of were on summer holidays), I gave some key tips o Microsoft 365 Copilot based on feedback and questions from customers, talked about Microsoft’s upcoming Surface and Windows 11 event, highlighed key things from Cisco’s latest Network Trends report.
Here are the summaries of the three blog posts on this page:
5 things you need to know about Microsoft 365 Copilot: This post covered the main features and benefits of Microsoft 365 Copilot, a new AI-powered assistant that can help users with various tasks across Microsoft 365 apps. It also discussed the pricing, availability, and preparation for Copilot, as well as the potential drawbacks and limitations of AI-generated content.
New devices? More AI? What is coming to Windows 11 and Surface?: This post speculates on what Microsoft we going to announce at their “special event” on September 21st, 2023. It expects that Microsoft will unveil new Surface products, such as Surface Laptop Studio 2, Surface Laptop Go 3, and Surface Go 4, as well as highlight the recent advancements in AI, such as Windows Copilot, Bing Chat Enterprise, and Windows Studio Effects.
Cisco adds ransomware detection and recovery to their XDR system: This post reports on Cisco’s new solution that integrates their Extended Detection and Response (XDR) system with Cohesity’s DataProtect and DataHawk offerings to provide ransomware detection and recovery support. It explains how this solution can help organisations protect and restore their data in the event of a ransomware attack, and how it fits into Cisco’s comprehensive security portfolio.
Key highlights from Cisco network Trends Report. The blog post discusses the 2023 Global Networking Trends Report by Cisco, which covers some of the emerging networking trends in the multi-cloud world, and how they affect the IT operations and security of organisations and highlights the challenges and opportunities of hybrid work and multi-cloud adoption, such as providing secure access to applications distributed across multiple cloud platforms, gaining end-to-end visibility into network performance and security, and adopting a SASE (Secure Access Service Edge) model that delivers simplified and consistent security and performance for multi-cloud access and hybrid work. I also covered an overview of the Cisco products that can help organisations address many of the challenges of multi-cloud networking and security, such as Cisco SD-WAN, Cisco Umbrella, Cisco Cloudlock, and Cisco SASE.
September 2023
This was a busy month of blogging. I talked about the Meta and Microsoft partnership, availability of Microsoft 365 Copilot for “some customers”, Cisco’s aquistion of Splunk, New AI features in Surface and Windows, Microsoft Copilot “copyright” protection, changes to E5 licensing with more Security included and more.
Here are the key things talked about in each blog post on this page:
Meta AI to use Microsoft Bing: This post discusses the expanded AI partnership between Microsoft and Meta, which will integrate Bing Search into Meta’s AI chat experiences, such as ChatGPT, WhatsApp, Messenger, and Instagram.
Microsoft Mesh entered public preview in October: This post introduces Microsoft Mesh, a new 3D immersive experience that will be surfaced through Microsoft Teams. It explains how Mesh can help blur the lines between the physical and virtual space, and how to get started with it.
Microsoft unveils the Surface Hub 3: This post explores the features and benefits of Surface Hub 3, the latest all-in-one hybrid meeting and collaboration device that combines the best of Microsoft Teams Rooms, Windows, and Surface Hub. It also compares it to Surface Hub 2S and explains how to upgrade from it.
Cisco to Aquire Splunk: This post reports the news that Cisco will acquire Splunk, a cybersecurity and observability platform, for $28 billion. It describes how the acquisition will help Cisco create the next generation of AI-enabled security and observability solutions.
Microsoft announces Microsoft 365 Copilot availabilty: This post announces the availability and pricing of Microsoft 365 Copilot, a new AI assistant that helps users with various tasks across Microsoft 365 apps and services. It also covers the features and benefits of Copilot in Windows, Bing, and Microsoft Shopping.
Windows 365 get’s top spot in the Gartner Magic Quadrant. – where I discussed that Microsoft had been recognized as a Leader in the Gartner Magic Quadrant™ for Desktop as a Service (DaaS), which is the provision of virtual desktops by a public cloud or service provider. We covered their Windows 365 and Azure Virtual Desktop platforms and Microsoft’s unique position in this space.
October 2023
October saw me talk more about the ROI of Microsoft Copilot, the new vision for Micrsosoft OneDrive, Teams Town Hall, major updates to Bing Image Creator and the end of support (RIP) for Windows Server 2012!
OneDrive 3.0 Update: This post announces a major update for OneDrive, which includes a new design, AI features, and more. It also explains how to get started with OneDrive Town Hall, a new experience for large-scale events that replaces Live Events.
Teams Town Hall: This post introduces Teams Town Hall, a new feature that allows users to host various types of internal and external events, such as company-wide town halls, all hands, global team meetings, etc. It also describes the advanced production capabilities, the structured approach for attendee engagement, and the unified experience for users that Teams Town Hall offers.
Windows 11 Moment 4 Update: This post highlights the new features and improvements that are rolling out with the latest feature update for Windows 11. It includes a new File Explorer design, Copilot for Windows, a new AI assistant, improvements to the Taskbar, and notable in-box app updates.
Windows Server 2012 End of Support: This post reminds users that support for Windows Server 2012 and Windows Server 2012 R2 ended on 10th Oct 234. It also provides some options for users to upgrade, purchase Extended Security Updates, or migrate to Azure.
Bing Image Creator: This post showcases the new Bing Image Creator, which uses OpenAI’s DALL-E 3 to generate high-quality, creative, and realistic images from natural language prompts. It also explains how to use Bing Image Creator and how it provides improved safety and ethics with content credentials and content moderation system.
Microsoft 365 CoPilot: What is the ROI? – This talked about availability and pricing of Copilot, and went into looking at examples around the ROI. We explored how it can help with productivity, creativity, and decision-making for users who can leverage its features and capabilities and looked at some numbers. We also covered the need to adopt Copilot in the right way – proper planning, training, support, and data management to ensure successful adoption and measurable outcomes.
News about the key annoucements at Microsoft Envision: this was a review of the key things announced at Microsoft’s AI event in London in 2023. I talked about my take on the keynote speeches and what we have and what is coming in this esciting world of AI.
November 2023
Another busy month of news – it never slows down. In November I talked about my hands on experiences with Windows 365, Copilot coming to Windows 10, all the new “Copilots” Microsoft announced at Ignite, new Apps in Teams and did a demo and walk through of Copilkot Studio. I also shared my view on why “everyone” needs a Surface Pro for work!! I also shared details of major updates coming to Cisco’s partner programme in 2024.
Here is a summary of my key blog posts:
Cisco Announce major changes to Partner Programme in 2024. In this blog, I talk about Cisco’s new partner incentive programme that rewards partners for selling Cisco hardware, software and as-a-service solutions, as well as driving customer adoption and growth of subscriptions and a new set of specialisations to help identify and reward key partners.
Intro and demo of Microsoft Copilot Studio: An overview of Microsoft Copilot Studio, a new platform that allows Microsoft 365 customers to build their own generative AI copilots and custom GPTs. I included a step-by-step guide on how to create a simple copilot using a website as a data source, and showed how to test and publish it.
Copilot coming to Windows 10: We see Microsoft announce that Copilot is coming soon to Windows 10 devices – we look at the hardware requirements, the availability, and the benefits of using Copilot on older devices.
In the the last month of 2023 (a short month for many), I closed the year with a post about the Cisco and Microsoft “better together” story and invited people to register for our event in January at our new Client Exdperience Centre, gave tips on writing AI prompts, talked about Google’s Gemini AI (the ChatGPT compete), talked more about Designer and Image Creation, updates to Copilot with GPT4 Turbo, and highlighted the results of the latest Gartner Magic Quadrant for UCaaS. We also talk about Mcirosoft investment in the UK for AI data centres and charges coming for Windows 10 support beyond 2025.
Cisco and Microsoft: Simplifying Enterprise Collaboration. This post discusses how Cisco and Microsoft have partnered to enable Cisco’s Webex video devices to connect to Microsoft Teams meeting services, and how this collaboration benefits customers who use both platforms.
Prompt Engineering: AI prompts that punch! This post provides some tips on how to write and perfect good AI prompts for generative AI tools like ChatGPT and Copilot, including how to be specific, provide context, use simple language, and experiment with different variations.
Teams meetings, webinars and Townhalls. What to use when. This post explains the differences and use cases of three distinct formats of virtual events in Teams: meetings, webinars, and town halls. It also outlines the key features and considerations of each format.
Microsoft and Cisco: Leaders in the UCaaS Gartner 2023 Magic Quadrant This post summarises the highlights of the Gartner 2023 Magic Quadrant for UCaaS, where Microsoft and Cisco are both Leaders. It also compares their strengths and weaknesses in terms of messaging, meetings, telephony, contact center, and pricing.
What is Google Gemini and when is it available? This post introduces Google Gemini, a new AI-powered search engine that aims to provide more relevant and personalised results for users. It also discusses the features and benefits of Google Gemini, such as semantic understanding, contextual awareness, and conversational interface. It says that Google Gemini is expected to launch in mid-2024.
Goodbye 2023 – Hello to an AI Powered 2024
That’s it for my year in review! I hope you enjoyed reading it, maybe learned something new or useful from it or saw different perspective.
I want to thank you again for your support and interest in my blog and for being part of my journey. I appreciate your comments, likes, shares, and feedback and I look forward to hearing more from you in the future.
In 2023, we witnessed the dawn of a new era, where AI became an integral part of our everyday lives, enabling us to accomplish things beyond our imagination. This era is as significant as the inception of the personal computer, the start of the world wide web, mobile phones, and cloud in the previous decades. What new opportunities and challenges will AI bring us in 2024?
I wish you all a Happy New Year! May 2024 bring you health, happiness, and success in all your endeavors!
In early 2023, Cisco and Microsoft joined forces to deliver a better user collaboration and meeting experience for their customers.
This partnership enables Cisco’s Webex video devices to connect to Microsoft Teams meeting services. This collaboration aims to provide customers with simplified and accelerated interoperability options when using Cisco Webex Teams and Webex Meetings solutions.
This was a major announcement at the time, as traditionally Cisco had gone head-to-head with Microsoft competing against Teams with their Webex offering. Times have changed and the vision they had is now a reality and I’m really excited to be able to show this off in our new Client Experience Centre in London.
Collaboration spaces that are agile and innovative.
Post COVID-19 office workplaces are different to what we had before, and organisations are investing heavily in creating workspaces and meeting spaces that are designed for the hybrid way we all work. Every organisation I work with is following new guidelines, rethinking, and creating spaces that are more innovative and agile than ever before.
People are at the forefront of shaping the way work is performed, and they need the right spaces and collaboration technologies to get work done even faster. These tools must work seamlessly together to be impactful in enabling teamwork that leads to better results, higher productivity, and engaged employees. Above all every space and the technology within them needs to work not just with in person meetings but accepting the fact that at least one meeting attendee will be remote ant that not every organisation uses the same collaboration platform, (Microsoft Teams, Cisco Webex, Zoom etc.), and some use more than one).
Cisco and Microsoft raise the bar in cross collaboration.
For the past year (almost), we have seen almost all of Cisco’s meeting devices become certified on Teams, but it doesn’t stop here.
Cisco and Microsoft have been working on refining the way cross join works between their Webex platform and Microsoft Teams to create a seamless meeting experience regardless of what platform you join from. This is not only good from working with other organisations that don’t use the same meeting platform as you, but also internally where some departments or regions may use different meeting platforms. Cisco and Microsoft’s approach enables an enhanced direct guest join capability from each other’s meeting/video endpoint their respective meeting service. In the case of Cisco, their need meeting endpoints which are certified on Teams have the ability to natively run both Cisco Webex and Microsoft Teams at the same time and switch in real time to the relevant platform without any user intervention.
There are several benefits to this partnership approach and are designed to meet the customer wherever they are on their investment, migration or interoperability need:
1. Simplified Collaborationwith Cross Join: The partnership between Cisco and Microsoft simplifies the collaboration experience for users. It enables users to connect and collaborate with teammates, partners, and customers seamlessly using WebRTC (or Cloud Video Interop (CVI). Cisco offer both native meetings on Teams and Webex whilst still providing the ability to access all Microsoft Teams Rooms (MTR) features along with a full experience for Webex meetings with one touch join. Today, only Cisco devices can do this.
2. Interoperability beyond just meeting join: Users can see the presence status (available, busy, away, or offline) of their contacts within both platforms and can share content (there are some limitations) and also chat between both platforms.
3. Leading Sustainability: Organisations with an existing investment in Cisco Webex technology that want to retain their investment in Cisco Webex whilst also wishing to invest/support Microsoft Teams either within their environment or to improve collaboration with their customers. Cisco hardware has environmental sensors which can monitor air quality, room temperature, ambient noise and light and use up to 70% less power than previous generations of room kit. The Cisco Control Hub software also provides a great job of providing end to end analysis and trends of the data from these sensors not only across their meeting room technologies but also across their network infrastructure.
4. Enhanced User Experience: This capability leverages multiple methods of interoperability along with true cross join between Cisco Webex and Microsoft Teams delivers a seamless and enhanced user experience – reducing IT support effort, reducing meeting join friction and resulting in effortless collaboration and more engaged employees. This will presence status sharing and native in platform content sharing is also a game changer.
5. Sensors and Analytics: Cisco Webex devices, along with other network products from Cisco, have various features that improve the user experience. For example, Cisco Room kit has integrated sensors that can sense how many people are in a room and adjust the lighting and temperature accordingly. Room analytics can also provide insights into how meeting spaces are used, such as the number of attendees, the length of the meeting, and the level of engagement. Cisco Thousand Eyes is a service that monitors the performance of the network, internet and SaaS services such as Webex and Microsoft Teams. It gives a comprehensive view of the network path, enabling IT teams to proactively detect and fix issues that affect collaboration. In August 2023, Thousand Eyes Endpoint Agents for Cisco Room OS devices was launched.
6. Competitive hardware pricing: Whilst Cisco is a premium brand, organisations can get extremely aggressive and competitive pricing for Cisco Collaboration devices, especially if they are already invested in other technologies. Working with your Cisco partner there is very competitive pricing, and, in our experience, Cisco pricing is comparable to all other main manufacturers in the market.
Come and see live demos.
On the 25th of January, we (Cisilion), are hosting an in-person event in our new London Client Experience Centre where will be showcasing the Cisco & Microsoft Better Together story and will have expert speakers and tech leads from Cisilion, Cisco and Microsoft.
Gartner this week published their 2023 Magic Quadrant for Unified Communications as a Service. The full report from Gartner details all the players across all quadrants. This blog is a summary of the highlights from this report on the strengths and weaknesses across both Microsoft and Cisco – who have been in the top right quadrant for many years.
2023 – Key Unified Comms Trends – by Gartner
Gartner’s report identifies an increasing demand for bundles UCaaS and CCaaS solutions, along with the continued growing popularity and demand for Microsoft Teams for voice, meetings and messaging. They also point out the growing importance of CPaaS for customisation and integration, and the changing preferences of users moving more towards collaboration rather than telephony and dial-tone calling. There are five leaders in the 2023 magic quadrant ranked in the following order:
Microsoft
Ring Central
Zoom
Cisco
8×8
I have summarised the core two vendors I work closely with below
Summary of Microsoft’s Position in 2023
Microsoft Positioning: Microsoft remain 1st – top right in the leader’s quadrant with the gap between their competitors increasing. They continue to grow their market share and this year have seen more vendors join their partner eco system for phones and meeting rooms including Cisco.
Microsoft’s strengths: Microsoft Teams is the most popular choice in the UCaaS market, especially for organisations that are already using it for messaging and meetings. Microsoft Teams’ telephony capabilities satisfy the requirements of most organisations, and Microsoft has invested have many options to bring telephony into Teams including their own calling plans, direct routing, direct routing as a service and more recently in Operator Connect services. Microsoft has strong financial health and a long track record as a UC/UCaaS vendor. Their seamless integration into both Microsoft 365 and vast extensibility has been a key ingredient for its continued success.
Microsoft’s cautions: Microsoft Teams Phone still has some gaps in advanced telephony features, which require third-party solutions or integrations – though it is noted that they are working to close these. Gartner also points out that Microsoft does not offer a self-developed contact center solution for Teams which requires customers to choose from a wide range of varying solutions and levels of integration. Gartner also calls out that Microsoft’s availability SLA target for core UC services (other than PSTN) is lower than most of the UCaaS market.
Summary of Cisco’s Positioning in 2023
Cisco Positioning: Cisco remain in the top right quadrant (4th out of 5) but have been over-taken recently by pureplay UCaaS vendors including Zoom and RingCentral. They remain a solid UCaaS vendor with quality products and services.
Cisco’s strengths: Gartner credit Cisco as one of the few UCaaS vendors that can deliver a complete, self-developed UC portfolio, including hardware, software, and cloud services. They call out that Cisco has deep expertise and investments in security, regulatory, and industry-specific capabilities and certifications. Cisco has also made big improvements in its Webex Control Hub for unified management, making it a competitive option for large and/or highly distributed multinational organisations.
Cisco’s cautions: Gartner say that Cisco’s offering is perceived to be more expensive than its competitors, and its pricing strategy is not very aggressive. Cisco’s Webex contact center solution, whilst suitable for small or midsize contact centres, is not best choice for large, high-volume ones. Cisco faces continued fierce competition from other UCaaS vendors that offer collaboration capabilities to its existing customers, and many have also partnered with Microsoft to provide more choice.
The following table shows a comparison of the vendor, strengths and cautions:
Vendor
Strengths
Cautions
Microsoft
Popular and growing choice for voice, messaging and meetings
Satisfactory telephony capabilities
Strong integration with their own- and third-party apps and services.
Strong financial health and track record with loyal customer base.
Gaps in advanced telephony features
No self-developed contact center option
Lower availability SLA target
Confusing PSTN options
Cisco
Complete, self-developed UC portfolio
Deep expertise and investments in security and regulatory
Strong unified management for large and distributed organisations
Perceived to be more expensive than competitors with complicated discount schemes
Contact center solution not suitable for large, high-volume ones
Vast competition from other UCaaS vendors for collaboration
Summary of Cisco and Microsoft in 2023 Garner MQ for UCaaS
Summary
In summary, this report evaluates the UCaaS providers based on their ability to execute and completeness of vision. Microsoft and Cisco are both Leaders in this Magic Quadrant, but they have different strengths and weaknesses.
Gartner say that Microsoft excels in messaging and meetings but lacks advanced telephony features without third parties and has no native contact center solution.
Gartner say that Cisco offers a comprehensive UC portfolio but is more costly and less competitive in contact center. They also have fierce competition amidst the continued growth of Teams and pure play UCaaS providers.
At Cisco’s 2023 Partner Summit this week, Cisco annouced a massive shakeup in their partner incentive programme. I my experience (and from the partners I work with), this makes Cisco’s incentive programme really stand out as top in class, in terms of where and how partners are rewarded.
In short, this new Partner Incentive is based-on three areas.
Rebates for one-time sales deals.
Incentives for recurring business.
Additional rebates for driving customer value services such as driving adoption and increasing subscription volumes (seats).
Inventives aligned to Cloud
Cisco said that they are transforming the partner program to align with its transition to more software and services-based offerings.
The new Cisco Partner Incentive programme is designed to reward partners for selling Cisco hardware, software and as-a-service solutions by aligning the rebates paid, based on total contract value, customer adoption and growth of the subscriptions they have bought. This will help ensure Cisco partners work more closely with their customers (as against one off deals) to ensure their customers buy it, use it and grow it, rather than just focusing on selling product.
This is a similar approach that longer standing cloud vendors such as Microsoft use to drive usage and adoption of their products and services.
The Cisco Partner Incentive is the biggest change we’ve made to partner incentives in more than a decade and is the capstone on the Cisco partner programme evolution started in 2020.
Marc Surplus |VP partner programs|Cisco
The new icentives will also better support their partners to acquiring new logos, for up selling additional cisco products and services and for cross selling into other accounts. Partner that offer and upsell “Cisco Powered Managed Services” will also receive increased rebates.
Skills Shortages driving Managed Service Demand
Cisco estimates that the managed services market for its products is worth $161 billion, and expects 46% of its sales to be sold as a managed service by 2027.
More and more organisations are turning to trusted Cisco Partners to look after support and maintaining their technology and help drive adoption of technologies to increase ROI and usage across their organisations.
New Specialisations to differentiate the top partners
To help partners differentiate in the market and demonstrate their expertise, Cisco is also introducing up to six new solution specialisations within the next nine months. These will cover areas such as cloud, security, collaboration, IoT, data center and enterprise networking.
Cisco is also enhancing its partner experience platform (known as PXP) with new features which include as a new sustainability estimator, that will enable partners to calculate and present their customers with environmental and cost benefits of modernising their IT hardware with the latest technology. This will made available only to environmental sustainability specialised partners.
Cisco is also introducing new Partner Advanced Support for Managed Service Providers (MSPs) along with guided access to API integrations that build on MSPs’ existing services and integrate into their operation and support services platforms such as Service Now.
New partner program starts H2 2024
The new Cisco Partner Incentive is expected to begin in the second half of 2024, and will replace the existing Value Incentive Program (VIP) and VIP Annuity.
Designed for everybody to wins
Cisco says the new incentive will provide more predictability and profitability for partners, as well as more value for customers. This is great news for partners like us (Cisilion) as it helps us drive more value for customers, while keeping prices for product and services low in an ever more competitive landscape.
Rewarding partners for growth and adoption of Cisco products helps ensure customer leverage maximum value and ROI of their investment, ensures partners continue to add value and that Cisco (hopefully) retain and grow their market share across their extensive product portfolio.
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Cisco has announced that it will acquire Splunk, a cybersecurity and observability platform platform for $28 billion.
Cisco say that acquisition is expected to help them create the next generation of AI-enabled security and observability solutions, moving organisations from threat detection and response to threat prediction and prevention.
This will help build on the extensive full stack observability platforms Cisco have already including Thousand Eyes and Cisco App Dymanics.
We’re excited to bring Cisco and Splunk together. Our combined capabilities will drive the next generation of AI-enabled security and observability…. From threat detection and response to threat prediction and prevention, we will help make organizations of all sizes more secure and resilient.”
Chuck Robbins | CEO | Cisco
This is the biggest acquisition in Cisco’s history and a massive push into software and artificial intelligence-powered data analysis. With three two complimentary services coming together it should help Cisco achieve it’s mission to “securely connect everything to make anything possible, and move from threat detection and response to threat prediction and prevention”.
Splunk President and CEO Gary Steele will join Cisco’s Executive Leadership Team reporting to Chuck Robbins.
What is Cisco’s Full Stack Observability offering?
Cisco’s Full-Stack Observability (FSO) solutions bring together performace and availability data from on-premises, cloud and SaaS applications allowing organisations to monitor traditional and modern applications, track performance of cloud-native applications, and correlate network metrics with application performance data and provide real-time insights and recommended actions for any performance related issues along with the potential. Impact to the business.
Cisco Full-Stack Observability is comprised of a single platform that brings together multiple solutions such including AppDynamics, ThousandEyes, and Cisco Secure Application. Splunk will soon be added to this!
The platform is open and extensible, API-driven, focused on OpenTelemetry, and anchored on Metrics, Events, Logs, and Traces (MELT).
You can find more information about Cisco Full-Stack Observability solutions on the Cisco website
Cisco has added ransomware detection and recovery support to its recently unveiled Extended Detection and Response (XDR) system.
Ransomware is a type of malicious software that encrypts the end user’s device and data and demands a ransom for its decryption. Ransomware attacks can cause considerable damage to businesses and organisations, disrupting their operations and compromising their data. To combat this threat, Cisco has now introduced a new solution that integrates with their new Extended Detection and Response (XDR) solution with Cohesity’s DataProtect and DataHawk offerings.
Cisco’s XDR system is a cloud-based platform that combines multiple security products and telemetry sources to detect, analyse, and respond to threats across the network and endpoints. As Cisco announced the General Availability of their XDR platform, they also announce that they have added ransomware detection and recovery support to their XDR system, enabling Security Operations Center (SOC) teams to automatically protect and restore business-critical data in the event of a ransomware attack.
This feature is made possible by integrating Cisco’s XDR system with Cohesity’s DataProtect and DataHawk offerings, which are well established and trusted, infrastructure and enterprise data backup and recovery solutions. These provide configurable recovery points and mass recovery for systems assigned to a protection plan and can preserve potentially infected virtual machines for forensic investigation and protect enterprise workloads from future attacks.
Cisco said that the exponential growth of ransomware and cyber extortion has made a platform approach crucial to effectively counter adversaries. It also noted that during the second quarter of 2023, the Cisco Talos Incident Response team responded to the highest number of ransomware engagements in more than a year.
The integration of Cisco’s XDR system and Cohesity’s solutions is designed to help Security Operations Centre (SOC) teams and IT to automatically detect, snapshot, and restore business-critical data at the very first signs of a ransomware outbreak; often before it has had a chance to move laterally through the network to reach the high–value assets.
In the announcement, Cisco and Cohesity said that they already have a long-standing partnership, with over 460 joint customers. Cisco have said that the Cohesity Cloud Services package will also be able to be sold by their Cisco channel partners like Cisilionlater in 2023. The Cohesity Cloud Services include data security and management as well as threat defense, data isolation and backup/recovery. Cisco have also said that the software can be deployed and hosted on both Microsoft Azure and Amazon Web Services (AWS) via their marketplaces.
This brings more features to Cisco’s XDR service (a competitive landscape where they compete against the likes of Microsoft, Sentinel One and Palo Alto) and brings together a myriad first-party Cisco, and third-party security products to control network access, analyse incidents, remediate threats, and automate response all from a single cloud-based interface. The offering gathers six telemetry sources that SOC operators say are critical for an XDR solution: endpoint, network, firewall, email, identity, and DNS, Cisco stated in the announcement.
Part of Cisco’s growing Security Portfolio
The Cisco Security portfolio is a comprehensive set of solutions that work together to provide seamless interoperability with your security infrastructure, including third-party technologies. Their growing portfolio covers various aspects of security, such as network security, user and endpoint protection, cloud edge, advanced malware protection, email security, web security and workload security. The Cisco XDR system is part of this portfolio and integrates with other Cisco products and services to detect, analyse, and respond to threats across the network and endpoints.
Cisco XDR system can leverage the threat intelligence from Cisco Talos – the cloud-based platform known as Cisco SecureX, as well as the backup and recovery solutions from Cohesity to provide a powerful and proactive defense against ransomware and other advanced threats. Cisco XDR system also supports third-party integrations with other security vendors, including Microsoft, Splunk and many others.
Cisco have, and continue to invest heavily in their end-to-end security portfolio and their XDR solution (as of December 2022) is on the cusp of moving into the Leaders Quadrant in the Gartner Magic Quadrant for Endpoint Protection.
Cisco's XDR play competes against other industry leading XDR vendors including Sentinel One Microsoft Defender, Crowdstrike Falcon, Palo Alto Cortex XDR and Trend Micro Vision One.
Cisco are on the verge of become a leader in the Gartner Magic Quadrant for Endpoint Protection.
Conclusion
Ransomware is a serious threat that requires a comprehensive and proactive solution. Cisco’s XDR system, integrated with Cohesity’s DataProtect and DataHawk offerings, provides a powerful way to detect, prevent, and recover from ransomware attacks.
For organisations with a fragmented security portfolio and those heavily invested in Cisco infrastructure, Cisco’s XDR can be an excellent choice for organisations that need to increase visibility and simplify the detection and remediation time with the integration of XDR with the rest of their Cisco Security portfolio – enhancing the visibility, automation, and effectiveness of security operations.
