News Release

Cisco Spotlights Next-Generation of Customer Interaction Solutions at Customer Contact World Asia 2004 Conference and Exhibition

KUALA LUMPUR, Malaysia - March 29, 2004 - Cisco Systems is
Mar 29, 2004

KUALA LUMPUR, Malaysia - March 29, 2004 - Cisco Systems is debuting its latest IP-based Customer Contact solutions in Asia Pacific at the 7th Annual Customer Contact World Asia 2004 Conference and Exhibition. The event, hosted in Kuala Lumpur, Malaysia, for the first time, runs from March 31 to April 2 at the Mandarin Oriental Hotel. It brings together best practices in strategic customer management and highlights technologies and solutions for Contact Centre Management, CRM, BPO, Business Intelligence, Disaster Recovery, and Voice.

Owen Chan, Cisco's Vice President for Asia Operations will deliver a keynote address on the first day of the conference program entitled: Net Impact - Driving Customer Interaction Business Productivity. The presentation focuses on Cisco's vision for customer contact - the Customer Interaction Network - to help enable businesses of any size increase to customer satisfaction, improve agent efficiency and deliver high return on investment.

Also speaking at the event is Gary Coman, Manager for IP Communications in Asia Pacific. He will present a case study on how a company can build a successful Networked Virtual Contact Center. Cisco's technical experts from the US will also lead a full-day masterclass for delegates of the event.

On show at the Cisco exhibition stand are the latest offerings in Cisco's IPCC (IP Contact Center) range. These include IPCC Express Edition 3.5, IPCC Enterprise Edition 6.0, IPCC Hosted Edition and Cisco Internet Service Node (ISN) 2.1.

Cisco IPCC Enterprise Edition 6.0 is suitable for enterprise customers that need a flexible solution, scalable to tens of thousands of agents. It features multichannel inbound and outbound customer contact, advanced CTI capabilities and interoperability with traditional ACD systems. New features include support for Java-based CTI applications and a redesigned agent desktop with enhanced redundancy. Cisco IPCC Hosted Edition is best for service providers looking to generate new revenue streams from customer contact managed services. Cisco IPCC Express Edition 3.5 provides a unified implementation of automatic contact distribution (ACD), IVR and CTI with scalability to 200 agents.

Cisco Internet Service Node (ISN) 2.1 is an interactive voice response (IVR) and switching platform that tightly integrates speech-enabled self-service capabilities and Cisco's Open Customer Contact Interface (OCCI) to provide an integration point for third-party routing and computer telephony integration (CTI) applications to integrate with Cisco IP telephony.

For more information on Customer Contact World Asia 2004, please go to:

About Cisco IP Communications

Cisco's IP Communications solutions provide enterprise customers with the industry's most comprehensive portfolio of IP telephony, Rich Media Communications and IP Contact Center solutions for increasing productivity, lowering costs and extending quality communications to end users everywhere. More information about Cisco IP Communications is available at: