Cisco Customer Contact Software Platform Selected by Companies Worldwide to Enhance Customer Satisfaction.Business Editors & High-tech Writers ICCM ICCM International Conference on Chemicals Management ICCM International Call Center Management ICCM International Centre for Culture and Management ICCM International Committee on Composite Materials ICCM International Council of Catholic Men Chicago 2000 CHICAGO--(BUSINESS WIRE)--Aug. 1, 2000 Intelligent Pre-Routing and Post-Routing Capabilities Ensure Mission-Critical Reliability Needed For Customer Interaction Cisco Systems, Inc., the worldwide leader in networking for the Internet, today announced at the ICCM Call Center Management Conference and Exposition (Booth 643), that its customer contact software platform from the Cisco Internet Communications Software Group (ICSG ICSG International Copper Study Group ) has been chosen by leading companies to provide enterprise-wide intelligent contact management by distributing voice and data from multiple channels. With a strong presence in healthcare and financial services, some of these new Cisco customers include BankZip, Blue Cross/Blue Shield, EDS (Electronic Data Systems, Plano, TX, www.eds.com) Founded in 1962 by H. Ross Perot (independent candidate for the President of the U.S. in 1992), EDS is the largest outsourcing and data processing services organization in the country. , GE Financial Assurance, Greenland Corporation, Juniper Financial, and Metropolitan Life Insurance Company. "Clearly the next big thing happening in call centers is the transition to multimedia contact centers. Some companies want it all now, while others are choosing to make the transition in incremental steps," stated Drew Kraus, senior industry analyst with Dataquest/Gartner Group. "In either case, companies recognize that there is a near-term opportunity to differentiate themselves from their competition by making it easier to do business by providing multiple channels of communication." "The Cisco customer contact software platform delivers a rich set of features that allow companies to interact with their customers through a wide variety of channels including Web, phone, chat, and e-mail," said Eugene Lee, vice president of marketing for the Internet Communications Software Group, Cisco Systems. "Versatility in the way companies communicate with their customers helps build stronger relationships and ensures overall customer satisfaction." These new customers announced today plan to deploy the Cisco Intelligent Contact Management (ICM ICM Intercom ICM Integrated Crop Management ICM International Congress of Mathematicians ICM Information Classification and Management ICM Intelligent Contact Management (Cisco) ICM International Creative Management ) component of Cisco's customer contact software platform. Cisco ICM provides unparalleled intelligent contact management to companies all over the world, representing a vast array of industries from telecom and banking to retail and travel. Other Cisco ICM customers include: Aetna, American Airlines, Citicorp, Compaq, Delta Airlines, First Union National Bank, France Telecom, JC Penney, Lands' End, Sprint, and Telecom New Zealand Telecom New Zealand (NZX: TEL ASX: TEL NYSE: NZT) is a Wellington, New Zealand-based telephone company and, through its subdivision Xtra, an internet service provider. It has been run as a publicly-traded private company since 1990. . Cisco Customer Contact Software Platform The Cisco customer contact software platform from ICSG combines intelligent contact management, Web collaboration, and e-mail response management A set of applications for managing large amounts of e-mail from customers and prospects. Such systems distribute the messages to appropriate users and agents and keep track of their responses to ensure requests are answered. They also provide detailed metrics of message volume and response times. with the strength of Cisco's IP telephony networking solutions. The customer contact software platform integrates a variety of multiple contact channels including Web, phone, chat, VoIP, IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , fax, and e-mail to support a unified customer experience. Cisco ICM software, a key component of the customer contact platform, provides enterprise-wide intelligent contact management by distributing voice and data from multiple channels -- including IP networks and/or TDM networks, to enterprise resources such as IVR systems, specialized skill agents, and business applications such as CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. and ERP (Enterprise Resource Planning) An integrated information system that serves all departments within an enterprise. Evolving out of the manufacturing industry, ERP implies the use of packaged software rather than proprietary software written by or for one customer. packages. Cisco ICM software combines Pre-Routing and Post-Routing capabilities with an extensive management-reporting system and supports distributed fault tolerance to ensure the mission-critical reliability needed for customer interaction. Solutions are provided for single-site, multi-site, and network-integrated deployments. Additional functionality includes: -- Rich CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. capabilities -- by unifying contact center resources from the network to the desktop, the CTI component of Cisco ICM delivers an integrated set of voice and data for presentation to the targeted agent's desktop. -- Distributed and remote agent support -- Cisco's ICM software can provide CTI, contact-distribution, and reporting capabilities to branch-office, SOHO Soho (sōhō`, sə–), district of Westminster, London, England, known for its continental restaurants. Once a fashionable quarter, it became popular among writers and artists in the 19th cent. agents and knowledge workers throughout the enterprise. -- Customer Profile Routing -- Cisco's ICM software can distribute the sources of data available for making contact-based routing decisions and for populating agent desktop applications to more effectively segment customers and determine the optimal destination for each contact which ultimately improves customer interaction and satisfaction. About Cisco Systems Cisco Systems, Inc. (Nasdaq:CSCO CSCO Cisco Systems Incorporated (stock symbol) CSCO Chief Supply Chain Officer ) is the worldwide leader in networking for the Internet. News and information are available at http://www.cisco.com. Note to Editors: Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. |
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