Cisco Announces IP-based ACD Solution In Conjunction with Cisco AVVID Initiative; Cisco IP Contact Center Unifies Cisco ICM Software and Cisco VoIP Technologies.

SAN JOSE, Calif.--(BUSINESS WIRE)--Sept. 13, 1999--

As an integral component of Cisco AVVID(TM), its Architecture for Voice, Video and Integrated Data for the corporate enterprise, Cisco Systems, Inc., today introduced the Cisco IP Contact Center (IPCC), a solution delivering intelligent call routing, network-to-desktop CTI, and multimedia contact management to enterprise agents over an IP network.

Cisco is demonstrating this solution at CT Expo, New York, N.Y., September 14 - 16, booth 1312. Commercial availability of the IPCC solution is scheduled for the Q1 2000 timeframe.

The IP Contact Center melds IP networking and intelligent contact management by applying Cisco's VoIP product base in conjunction with tP-powered, multimedia contact center, this solution enables an organization to add IP telephony, IP-based services, and new media channels at its own pace while leveraging the existing IP data infrastructure and preserving heterogeneous legacy investments.

Equally significant, through the ubiquity of IP transport the IPCC solution enables a company to readily deploy branch office, small office/home office (SOHO), and other remote agents as full participants in the ver connects the worlds of traditional voice and."

Features and Benefits of the Cisco IPhe Internet or the PSTN. Specific capabilities work to the desktop, the IPCC solution distribut customer service and

improving contact center efficiency.

-- Geographic independence: By utilizing IP transport, the IP

Contact Center solution supports geographic independence of both

agent resources and IP-based application servers, enabling

customers to reprotecting an initial Cisco investment and ensur components.

-- Competitive advantage: By supporting new IP-based applications,

the IPCC solution creates competitive advantage by enhancing both

productivity and profitability while reducing total cost of

ownership. e resources such as ACD and IVR systems, SOHO ato ensure the mission-critical reliability needed for customer interaction. Solutions are provided for singlelications.

Additionally, CCM can provide vre.

Cisco AVVID

For more informa Cisco Systems, Inc. (Nasdaq:CSCO) is the world-wide leader in networking for the Internet. News and informatd trademarks of Cisco Systems, Inc. in the US and certain other countries. All other trademarks mentioned in this document are the property of their respective owners.