SAN JOSE, Calif., August 22, 2000 - Cisco Systems, Inc., the worldwide leader in networking for the Internet, today announced the appointment of Brett Shockley as vice president and general manager for the Cisco Internet Communications Software Group's Customer Contact Business Unit (CCBU). Shockley joins Cisco from Spanlink Communications in Minneapolis, MN, a long-standing Cisco channel partner, and will be based in Cisco's New England headquarters.
The Cisco Internet Communications Software Group (ICSG), focused exclusively on software, delivers best-in-class software platforms that enable enterprises, service providers and application vendors to realize the full potential of converged voice and data networks. ICSG's Customer Contact Business Unit is focused on developing best-in-class software platforms for the contact center market, a US$14 billion market opportunity by 2003, according to a recent Piper Jaffray report. This includes the combined market opportunity for Cisco's customer contact software platform and solutions from Cisco's ecosystem of technology providers.
"Brett brings to Cisco extensive experience in both traditional call centers and in the newer IP contact center market, having led the development of Web-based contact centers. He also has extensive customer contact and packaged software applications development expertise as CEO of Spanlink," said James Richardson, senior vice president, Enterprise Line of Business and Internet Communications Software Group. "Leading Cisco's efforts in the customer contact market, Brett will build on our strategy and help expand the market share for Cisco's customer contact software platform."
Previously, Shockley served as Chief Executive Officer and Chairman of the Board for Spanlink Communications whose expertise in robust call center technologies resulted in the company becoming one of the largest OEM suppliers of packaged software applications for Interactive Voice Response and Computer Telephony Integration for Fortune 500 companies. Prior to Spanlink, Shockley held senior-level management positions in international product management and marketing at ADC Telecommunications, Inc.
Shockley holds a patent for a telecommunications device and is an active and popular speaker at contact center and telecommunications shows such as the upcoming Internet Telecom Expo. He holds a BS in Mechanical Engineering from the University of Minnesota.