John Hernandez is a Vice President and General Manager in Cisco's Enterprise, Commercial and Small Business Division. Mr. Hernandez, published author and creator of Cisco's Customer Collaboration strategy, manages the research and development of customer collaboration solutions that Cisco takes into the customer care marketplace. His vision combines traditional contact center technology with key additions in social media, network-based multimedia recording, web 2.0 agent workspaces and video to enable businesses and organizations to forge deeper, proactive relationships with their customers. Additionally, Mr. Hernandez is closely involved in the go to market activities with the Cisco salesforce and partners. Previously, Mr. Hernandez served as Senior Director of UC Business Development, where he was responsible for the company's Unified Communications "Go to Market" strategy. This includes interlock with Cisco organizations responsible for taking Unified Communications to market on a world-wide basis. Before joining Cisco in December 2002, Mr. Hernandez held a variety of management positions at Genesys Telecommunications and Nortel Networks' e-Business unit.