SAN JOSE, Calif., February 21, 2006 - Cisco Systems, Inc. today announced that Cox Communications will standardize on Cisco Internet Protocol Contact Center (IPCC) solutions to provide customer service and support to its subscribers. By implementing Cisco's standards-based IP software, Cox plans to transform business processes by streamlining management of its distributed contact centers and reducing operational costs. Cisco named Cox as its 3000th IP Contact Center customer today.
"Cox currently implements Cisco IP switches, routing and telephony throughout our organization, making this deployment a logical fit" said Joel McGinley, executive director of contact center applications for Cox Communications. "We're excited about the new capabilities such as data and application integration into the call path, the potential to manage multiple centers in a flexible environment and better reporting and analysis."
"After seeing the benefits that IP telephony can bring, companies are increasingly adopting IP-based contact centers for mission-critical service and support," said Laurent Philonenko, vice president and general manager of Cisco's customer contact business unit. "Cisco IPCC is the ideal solution to help Cox realize their vision for optimized contact center management."
Cox serves its growing customer base through 19 contact centers across North America. Nearly 5,000 customer service agents provide sales, service and support for the company's video, high-speed Internet and digital voice offerings. Because the company is currently using traditional time division multiplexing (TDM) technology, each contact center is dependent upon individual automatic call distribution (ACD), computer-telephony integration (CTI) and interactive voice response (IVR) units.
Cox will implement the Cisco IPCC Enterprise Edition, Cisco Customer Voice Portal (CVP) and Cisco Outbound option across its 19 contact centers, replacing the legacy systems with standards-based IP solutions. With Cisco IPCC Enterprise Edition, Cox will have the ability to manage call routing from one location and will have a single view into its service and support processes.
Cisco IPCC Enterprise Edition will help Cox accommodate monthly call volume; 3000 ports of Cisco CVP will replace the proprietary IVR systems and provide around-the-clock voice self-service access for customers requesting additional services, inquiring about account balances and placing service calls. Cox will use the Cisco Outbound option for contacting customers about add-on services, payment options and service visits.
About Cisco IP Contact Center Solutions
Cisco IP Contact Center Enterprise Edition delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management over an IP infrastructure. By combining multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution, Cisco IPCC Enterprise helps to enable companies to rapidly deploy a distributed contact center infrastructure. In addition, Cisco Customer Voice Portal's (CVP) voice XML-based platform provides automated voice self-service allowing businesses to leverage Web-based self-service deployments for a seamless customer experience, regardless of contact channel.
