Cisco's IP Contact Center Solution enables Phoenix to take customer service to unprecedented levels

BANGALORE, India - November 6, 2002 - Phoenix Global Interactions, a division of Phoenix Global Solutions, has deployed an IPCC (IP-based contact center) solution from Cisco Systems in Bangalore. Phoenix has implemented the entire suite of Cisco's IPCC solutions and has replaced its traditional PBX with a Cisco IP Telephony system. Phoenix plans to scale up its contact center to 5,000 seats over the next five years.

Cisco's IPCC solution not only provides Phoenix with a scalable, reliable and redundant architecture but also enables the company to deliver next generation applications. These include text chat, collaborative voice, web browsing and automated e-mail management. Phoenix has also deployed Cisco's IGX WAN switch to connect its contact center to the local PSTN (Public Switched Telephone Network) for local and long distance calls. The IGX WAN switch also terminates voice traffic at the India end of the international private leased circuit.

"Our belief in staying ahead of the technology curve and exceeding customer expectations steered us to deploy Cisco's IPCC solution. We can now support multiple channels, such as web, email, voice, video and fax, on the same network. Furthermore, the multi-site flexibility and support to location independent agents, fits perfectly into our global network of delivery centers. We envision the Cisco association to complement Phoenix's fast paced business initiatives and customer centric approach," said Mr. Satish Bangalore, Managing Director, Phoenix Global Solutions (India).

The introduction of new applications will enable Phoenix Global Interactions to offer its customers superior service on a simple and manageable infrastructure for its operations. New World applications such as IP Telephony as well as supervising software will help Phoenix enhance the customer experience.

Cisco's IP telephony and IPCC technology includes components such as Cisco Call Manager software, Cisco IP Phones, Cisco Intelligent Contact Management (ICM), Cisco IP IVR (Interactive Voice response), Cisco CTI Desktop, Cisco Collaboration server, the Cisco Catalyst 6513 switch, and Cisco Queue Manager.

"Phoenix was looking for multi-site business architecture capable of working over a single network highway to expand the existing facility to a multi-site environment. They also wanted to extend their call center operations and expand the architecture of the call center into a full-fledged contact center. Phoenix was keen to carry out the transition within 30 days - so as to minimize downtime to their business. Cisco's IPCC solution helped Phoenix deliver precisely what they set out to do," said Mr. Manoj Chugh, President, India, Cisco Systems.

About Phoenix Global Interactions

Phoenix Global Interactions is a division of Phoenix Global Solutions (PGS), a member of The Phoenix Companies, Inc., that delivers complete solutions in the domains of IT Services, IT Enabled Services, Product Solutions, ASP Services and IT Training. The Phoenix Companies, Inc. is a Fortune 1000 life insurance and wealth management group with more than $70 billion in assets under management.

Established in 1996 in Bangalore, India, Phoenix Global Solutions started off by addressing the IT expense management and technology upgrade initiatives of its parent company. Today, Phoenix Global Solutions has an impressive client list comprising of companies that are leaders in various industries. Phoenix Global Solutions has grown into a world class IT consulting organization with a wide portfolio of services and technical expertise. For more information, please visit: www.pginteractions.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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