SYDNEY, Australia -- 22 October 2001 -- Leading office equipment supplier, Corporate Express, has commenced the roll out of an Internet Protocol-based (IP) telephony and IP Contact Center solution from Cisco Systems. The installation is expected to increase workforce productivity and generate cost savings through the implementation of a single network based on IP Technology.

Corporate Express supplies office products and services to business and government across Australia and New Zealand. The company, based in Sydney, is respected in the business environment for its implementation of the most effective technology to improve service levels to customers and create competitive advantage.

To meet customer demand and respond to business growth, Corporate Express has chosen to upgrade its communications network, based on Cisco's Architecture for Voice, Video and Integrated Data (AVVID). AVVID allows video, voice and data to be carried across a single, scalable network.

Mr Garry Whatley, Chief Information Officer with Corporate Express, said the beauty of the Cisco AVVID solution was its capability to meet the needs of an expanding organisation.

"We have installed the Cisco infrastructure in our Brisbane and Canberra operations and we plan to progressively deploy the IP Technology nationwide," Mr Whatley said.

"From our customers' perspective, this will deliver improved responsiveness, facilitate the integration of future business growth through acquisitions and enhance shareholder value. The scalable nature of this AVVID solution enables Corporate Express to upgrade from existing legacy telephony systems to state-of-the-art technology."

Cisco Managing Director, Australia & New Zealand, Terry Walsh said the advantages of delivering voice, video and data over one network were becoming increasingly clear to industries across the Australian economy.

"As an early adopter of the Cisco's AVVID solution, Corporate Express has strengthened its market position. It has 1,500 employees across Australia and New Zealand and it is growing rapidly. The delivery of savings and efficiencies via one network, based on Cisco infrastructure will enable Corporate Express to manage its growth," Mr. Walsh said.

Mr Whatley said the commitment to use Cisco's IP solution to upgrade the Corporate Express Contact Centers in the coming months would prove to be a solid and strategic investment."We understand clearly the challenges of the competitive environment. One of our key differential advantages is our national Customer Service Team. The integration of our people, plus technology, will translate into efficiencies in the customer's order processing. Our customers expect their orders to be handled in the most efficient manner and the investment we are making in the Cisco IP Contact Center will help meet those customer needs." Mr Whatley said.

Corporate Express operates more than 100 call center seats throughout Australia and New Zealand.

John Nematalla, Managing Director of NemCom Solutions, is the business and technology consultant to the project. Mr Nematalla said one of the elements of the Cisco IP Contact Center which appealed to Corporate Express was the provision of the Intelligent Contact Manager (ICM).

"The ICM will allow Corporate Express to manage all of the company's separate customer contact centres as a single virtual contact centre. This solution will also complement NetXpress -- the Corporate Express e-Commerce platform, which is considered to be the largest B2B transacted web site in Australia. The Cisco solution will also provide Corporate Express with the ability to route customer calls to multiple locations, therefore increasing customer retention and customer satisfaction. All this is transparent to the end user," Mr Nematalla said.

"The Intelligent Contact Manager will provide Corporate Express with a sophisticated and robust platform for the coordination and internetworking for all Corporate Express touch points through the Customer Contact Centers across Australia and New Zealand," Mr. Nematalla said.

Another advantage of AVVID is the low set up and expansion costs. Mr Whatley said the Cisco IP phones are simply plugged into the existing data network. "If a Corporate Express staff member needs to physically relocate, they simply take their Cisco phone and plug it into their new location and instantly, all their network information can be accessed. The need for scheduling a technician to facilitate the moves, adds and changes is eliminated," Mr Whatley said.

"We view technology as an enabler and the AVVID architecture provides a long-term strategic technology solution to sustain our competitive advantage, deliver excellence in customer service whilst providing our shareholders value," he said.

About Cisco AVVID at Corporate Express

As the industry's only enterprise-wide, standards-based network architecture, Cisco AVVID provides the roadmap for combining business and technology strategies into one cohesive model. Voice and video solutions based on AVVID are comprised of scalable call processing, IP-based business applications, video-conferencing, directory services, network management, service and support, and client devices such as IP phones. The specific Cisco equipment installed by Corporate Express includes Intelligent Contact Manager (ICM), Call Manager, IP Phones, Catalyst 6500 switches, Catalyst 3500 switches and Cisco Unity Unified Messaging.

About Corporate Express

Corporate Express provides a variety of office products and services including promotional accessories to businesses and is one of Australia's fastest growing companies. It operates one of the most highly transacted business-to-business e-commerce platforms -- NetXpress, the Internet Ordering Solution. This proprietary electronic commerce order fulfillment system provides over 30,000 customers with the cost benefits and associated business efficiencies necessary to operate an efficient business. By integrating NetXpress with the customers' in-house computer systems, the customers are able to communicate seamlessly and more efficiently. Over 40% of all customer orders are received via. E-commerce positioning Corporate Express as one of the most e-commerce enabled B2B companies in its market globally. The company employs 1,500 people servicing customers from 24 state-of-the-art sales and distribution facilities located throughout Australia and New Zealand. Corporate Express products and services range from everyday stationary items to computer and communications equipment. The Corporate Express strategy is to enable its customers to outsource all the products and services they need for the office, to help simplify their procurement process and reduce their cost-of-doing-business. Corporate Express delivers on its commitment to be the customers' single source supplier.

About Cisco Systems

Cisco Systems, Inc. (NASDAQ: CSCO) is the worldwide leader in networking for the Internet. Cisco news and information are available at www.cisco.com.

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