Cisco was rapidly growing as a company, particularly through acquisitions. With this growth came the need to manage diverse call centers, each with different systems, operating procedures, and business focus. Cisco business and call center managers faced several challenges, including: costly, inefficient call handling, inconsistent service to callers, inconsistent reporting etc. Cisco IT was a major participant in the extensive effort to implement a multi-phase, multi-year plan for improving the call centers. One goal of this plan was to use Cisco network and call processing technologies: the Cisco Intelligent Contact Management (ICM) system and, in a later phase, the Cisco IP Contact Center (IPCC) solution.
Did you find this white paper useful?
Related white papers
New Technique for Fixing an Ethernet IPv6 Address Using the Fedoracore Operating System
During the course to deploy Ipv6, it was found that several critical implementation and operational issues which distract user and possibly prevent wide deployment of Ipv6. Among the problems it...
From Packets to Profit: Revenue Assurance in the IP World
Internet Protocol-based services have the potential to become a crucial component of many telecom companies' revenue. Executives must therefore understand how this technology affects one of their company's most important...
Distributed Cooperative Web Servers
Traditional techniques for a distributed web server design rely on manipulation of central resources, such as routers or DNS services, to distribute requests designated for a single IP address to...
Much Fuss About the DNS (and IP)
The Domain Name System (DNS) and the IP address assignments have become the focus of urgent public policy debate due to a perceived scarcity of available names. But the crisis...
The Changing Face of VPNs
There’s been an enormous proliferation of Internet Protocol (IP) traffic in enterprise networks lately. Internet-based services are growing in leaps and bounds, intranets and extranets are becoming increasingly important, and...
Internet Connectivity
Over the last few years the use and acceptance of the Internet, particularly the World Wide Web (WWW), has increased dramatically. With this has come two significant traffic related problems...
IP Service Level Agreements: Bringing Light to the End of the IP Network Tunnel
This paper discusses what services can be delivered and what performance the user can expect from an IP network infrastructure.The explosion of the Internet is something that we have read...
