Q&A: The Benefits Of IP-Based Contact Center Solutions
News Releases Cisco Systems Expands Capabilities Of Its IP Contact Center Solution Cisco IP Contact Center Solution Builds Momentum And Enjoys Broad Marketplace Support Cisco Systems and Siebel Systems Deliver Complete Customer Contact Solutions to Market Datasheets Systems Integration and Technology Providers The Cisco IPCC Solution
July 31, 2001
Why is migrating to an IP-contact center important for today's businesses?
Companies today are challenged with improving customer service, increasing productivity, maximizing flexibility and reducing operational costs - all at the same time. IP-contact centers help companies meet that challenge. In an increasingly cluttered landscape, companies that are customer-focused win. An IP-contact center enables an organization to develop closer relationships with their customers and better manage those relations because of the inherent flexibility of IP.
With IP, companies can seamlessly utilize geographically dispersed contact center resources to handle customer calls. This business flexibility consequently reduces the business and opportunity costs associated with customer interactions and opens the door for new innovative ways for companies to conduct business.What is driving this market dynamic?
Simply put: the customer. Customers have never been more empowered to manage their business relationships. More and more, customers are choosing to communicate with companies through multiple, IP-based channels, such as email, the Web, chat and video. As this trend continues to gain momentum, companies are forced to adapt by finding more efficient ways to manage communications with their customers. An IP-based contact center is a cost-effective way to do exactly that. Through a single interaction center, companies are better equipped to transact with customers and thereby deepen customer relationships, improve customer satisfaction and build loyalty.Why did Cisco enter the IP contact center space?
Cisco is focused on IP innovation. Our strategy is to introduce new, critical concepts like business flexibility that can only be cost-effectively addressed through an IP-based solution. IP-contact centers are the next generation communications solution. We entered this marketplace for one simple reason: to help Cisco customers gain competitive advantage. The Cisco IP Contact Center solution enables businesses to move towards a converged voice and data IP-based communications network for all customer interactions. While the inherent benefits are clear, we recognize the investments customers have made in legacy, circuit-based technologies. That's why the Cisco IPCC solution provides a smooth migration path for circuit-based ACD's (automatic call distributors) towards an IP-based contact center solution.What distinguishes the Cisco IPCC solution in the marketplace?
The greatest differentiator of the Cisco IPCC solution is its interoperability with both IP and legacy circuit-based technologies. The Cisco IPCC solution also enjoys strong third-party support from systems integrations and various technology vendors to help companies optimize the capabilities of their contact center environment.What competitive business advantages can an IP contact center give to companies today?
The competitive business advantages that can be realized through an IP-contact center are multiple. The Cisco IPCC solution enables customers to implement a call center application platform which provides a singular point for building the business rules for skills based routing, reporting, management, and integration to CRM and other call center applications, independent of the medium. With the medium independent model, it can support any new applications that are deployed in single-site or multi-site contact centers.
Additional capabilities and advantages include increased business flexibility, intelligent call routing, automatic call distribution functionality, network-to-desktop computer telephony integration, interactive voice response integration, call queuing, and consolidated reporting. The open, standards-based architecture of the IP-call center can also potentially support Web-based customer contact, including collaborative browsing, text chat and email response management.