Cisco introduces Next Generation of IP communications for contact centers

Cisco Systems, Inc has announced the next generation of its IP-based solutions for contact center's to offer an integrated Customer Interaction Network. These are intelligent software call routing solutions, which offer distributed IP-based call control, agent location independence and full multi-channel services.

A Customer Interaction Network provides businesses a more integrated and collaborative approach to customer satisfaction.

The enhanced IP Contact Center offering brings with it integration of inbound and outbound traffic, universal queuing of calls via voice, e-mail or Web, increased scalability and manageability. The new offering would be deployed by vCustomer Corporation in India.

"We started our Cisco IPCC solution implementation in 2000 and have now scaled up to 1,200 agents across two sites in India," said Sanjay Kumar, CEO, vCustomer Corporation. 

"Our third Indian contact center with another 800 Cisco IPCC-enabled workstations will come online in March. We serve six Fortune 500 clients using Cisco IPCC and have demonstrated that we provide the most reliable and scalable offshore-based voice solution," he added.

The two enhanced IP Communications solutions that build the Customer Interactive Network are: the Cisco Internet Protocol Contact Center (IPCC) Enterprise Edition 5.0 and Cisco Intelligent Contact Manager (ICM) Enterprise Edition 5.0.

The Cisco IPCC Enterprise Edition 5.0 call routing solution, designed for contact centers with 50 to several thousand contact center seats, delivers intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management over an IP infrastructure. 

New features in the Cisco IPCC Enterprise Edition 5.0 include multi-channel Automatic Call Distributor (ACD) reporting, routing and streamlined administration capabilities with IP telephony in a unified solution. 

Contact centers would now be able to manage customer queries via the channel of customer choice (Web, phone, chat) and route the calls to the correct agent, regardless of agent geographic location.

"Our new product offerings demonstrate Cisco's continued commitment to delivering increased productivity to contact centers," said B Ashok, VP, Cisco India and
SAARC. 

"The product is designed to break down the 'call center' boundaries and extend customer service across a networked virtual organization. This not only empowers our customers to reach their current business objectives, but positions them to reach that next chapter in customer service that we define as the Customer Interaction Network," he added.

Cyber News Service