Cisco Vice President/General Manager to Keynote at Call Center & CRM Solutions Conference

MEDIA ALERT

SAN JOSE, Calif. - January 22, 2001 - Cisco Systems, Inc., the worldwide leader in networking for the Internet, will deliver a keynote at the upcoming Call Center & CRM Solutions Conference & Expo (Booth # 257) in Dallas, TX, on Thursday, January 25 at 8:30 am CT. Brett Shockley, vice president and general manager for the Customer Contact Business Unit, Cisco Internet Communications Software Group (ICSG), will talk about "Internet Enabling the Call Center: Making the Transition from Call Center to Customer Contact Center."

Mr. Shockley, during his keynote will discuss how the Internet and multiple channels of interaction (phone, fax, email) have changed the way companies do business, helping build stronger customer relationships. This session will address the challenges facing companies today on how to successfully transform their traditional call centers into customer contact centers, enabling deeper, personalized relationships with their customers in a non-personalized Internet-based economy.

• WHO: Brett Shockley, Vice President and General Manager, Customer Contact Business Unit, Cisco Internet Communications Software Group

• WHAT: Call Center & CRM Solutions Conference & Expo Keynote: "Internet Enabling the Call Center: Making the Transition from Call Center to Customer Contact Center"

• WHEN: Thursday, January 25, 20018:30-9:15 a.m. CT

• WHERE: Monet Ballroom, Second Floor
  Wyndham Anatole Hotel, 2201 Stemmons Freeway
  Dallas, TX
  (http://www.callvoice.com)

Cisco's Bill Carey, senior product marketing manager for the Customer Contact Business Unit, will also speak at the conference's Technical Track. Mr. Carey will co-present with Al Colarusso, Director of Customer Support Centers from EMC Corporation and Robert Choate, Director of Electronic Contact Solutions from AT&T Corporation on "Intelligent Contact Management in Remote, Dispersed, and Virtual Call Centers." This joint presentation will help attendees better understand the obstacles, intricacies, and benefits of intelligent contact management in dispersed geographic locations, and gauge the need for similar implementations in their own organizations. The session is scheduled for Tuesday, January 23 at 3:45pm CT in the Metropolitan Room, second floor, at the Wyndham Hotel in Dallas.