Spectramind for Cisco’s New World Contact Centre solution

Spectramind eServices and Cisco Systems
announced the first Beta-pilot in India of Cisco’s IP-based
Contact Centre Solution at the Spectramind services facility in
New Delhi.

Spectramind, which has invested around $ 10 Million in a state of
the art facility in Delhi, has implemented an IP-based converged
infrastructure to provide a single IP-based voice, video and data
infrastructure that is used by its contact agents.

Raman Roy, President and CEO, Spectramind, said, “We looked
at solutions from various vendors and found that Cisco has the
broadest range of hardware products and applications to set up a
reliable world-class information network.We partnered with Cisco because its solutions enabled
Spectramind to design and implement a network that enhances
Spectramind’ existing world-class service offerings.
Spectramind’s industry knowledge and understanding combined with Cisco’s technology strengths
provide an ideal alliance to test new products and pioneer
innovative business solutions.”

Cisco products are being used extensively to form the backbone of
the IT infrastructure of Spectramind. Cisco’s IGX 8430 multi
service WAN switches are being used to establish the IPLC link
for carrying voice and data traffic from US to agents in India.
These WAN switches ensure carrier-class reliability, ensuring
that vital business applications are always available.
Cisco’s 3660 series routers are being used to set up data
connectivity through the IGX WAN switches, for Internet
connectivity. The 3660 router is used to establish a VPN using IPSEc encryption, and along with
the PIX 525 firewall comprehensively secures Spectramind’s
link to the Internet.

Cisco’s Content Delivery Solutions are
deployed to set up a Cache Engine for Internet linkage to ensure
better response time for Internet access for the Contact agents.
All 1,000 nodes (PCs) in the facility are connected using
Cisco’s LAN switching solution consisting of Catalyst 6500
and Catalyst 3500-XL switches, with a high-availability model,
and Gigabit Ethernet backbone.

“The eServices industry has the potential to become the next
revolution in the Indian IT market. Spectramind is a pioneer in
its field. Our beta test partners are chosen with great care and
who can add significant value to the solution. It was a natural partnership for Cisco, as a first mover in the integrated contact
centre solutions market, to look to Spectramind as the center for
the beta-pilot of Cisco’s solution,” said Manoj Chugh,
President India and SAARC, Cisco Systems. “Our key offering
to Spectramind is a total solution integrating the voice and data
requirements of the firm. Such a solution delivers significant
benefits, including lower operating costs, simpler network
administration support, increased flexibility to meet expanding
telephone and computer network needs well into the future.
Cisco’s IP-CC solution provides a comprehensive service
offering which delivers a tremendous competitive advantage by way
of services offered by CRM companies to their customers,” he
added. 

Network is leveraged to efficiently deliver and manage inbound
and outbound voice traffic between overseas locations and runs
backend processing jobs managed by contact agents in India on
overseas servers etc.

The entire operation is fully secured by a site-to-site VPN
connectivity between the agents in India and customer networks
overseas.