Open standards-based platform from Cisco enables Manjushree to launch world class contact center in Kolkata in record time
KOLKATA, India - July 9, 2002 - Cisco Systems, the worldwide leader in networking for the Internet, and Manjushree Infotech (part of the US$1.2 billion BK Birla group of companies) announced the launch of the Manjushree Infotech IP Contact Center based on Cisco's IPCC (IP Contact Center) solution. The contact center was set up in under a month. It will provide real-time on line customer support services for Hospitals and Insurance companies in the US and support Remote Business Processing activities as well for various US-based companies.
The Cisco solution not only provides a scalable and redundant architecture/solution but also ensures low communications costs (over a single converged infrastructure). These were both critical requirements by Manjushree as the center is expected to support a minimum of 50,000 calls per day/per shift.
The Kolkata center will cater to basic voice handling and several other new age applications such as text chat, collaborative voice and web browsing with capabilities for automated e-mail management. These applications will enable Manjushree to offer its customers a superior service as well as give it a simple, manageable infrastructure for operations. Combining Cisco's IP telephony and IPCC components, the Manjushree Infotech contact center enables agents using the Cisco IP phone to receive both time division multiplexing (TDM) and Voice over Internet Protocol (VoIP) calls.
Mr. Sam Swaminathan, CEO of Manjushree Infotech said: "Having had no prior infrastructure or experience in the contact center business, we were looking for a partner who would not only provide us with end-to-end solutions and services but would also consult us through the entire infrastructure set up phase. In addition we also required a solution that could start out small and yet be scalable to address our expansion plans in the future. Cisco with its expertise and end to end solutions was our obvious partner of choice."
Speaking about the deployment, Sudhir Narang, Vice President Cisco Systems India said: "The successful deployment of the Cisco IPCC solution in record time for Manjushree has added significance for Cisco Systems keeping in mind the BPO boom that is expected to create unparalled opportunity for India."
Components forming the solution are the Cisco Call Manager software, Cisco IP Phones, Cisco Intelligent Contact Management (ICM), Cisco IP IVR (Interactive Voice response), Cisco CTI Desktop, Cisco Collaboration server, Cisco 3600 series router (at Florida and Kolkata) and the Cisco Catalyst 4000 Series Switch. A dedicated 512 Kbps leased line via satellite links the Florida and Kolkata locations.
About Manjushree Infotech
Manjushree Infotech, a division of Manjushree Plantations Limited and a part of the prestigious US$ 1.2 billion BK Birla Group of Companies - is a 100% Export oriented unit, providing a complete spectrum of Software Solutions & Services.
Powered by a team of software experts, strategic Technology centres have been set up at Kolkata and Bangalore, soon to be followed by similar centres at Mumbai and Delhi. Manjushree Infotech is also poised to network the globe as IT Solution Provider, beginning with North America and Europe. More details on the company are available at www.manjushreeinfotech.com.
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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