Cisco IP Contact Center Solutions to Be Deployed by Cox Communications; Cox Named Cisco's 3000th IP Contact Center Customer.SAN JOSE San Jose, city, United States San Jose (sănəzā`, săn hōzā`), city (1990 pop. 782,248), seat of Santa Clara co., W central Calif.; founded 1777, inc. 1850. , Calif. -- Cisco Systems, Inc. today announced that Cox Communications will standardize on Cisco Internet Protocol Contact Center (IPCC See IMS Forum. ) 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 (communications) time division multiplexing - (TDM) A type of multiplexing where two or more channels of information are transmitted over the same link by allocating a different time interval ("slot" or "slice") for the transmission of each channel. I.e. (TDM (Time Division Multiplexing) A technology that transmits multiple signals simultaneously over a single transmission path. Each lower-speed signal is time sliced into one high-speed transmission. ) technology, each contact center is dependent upon individual automatic call distribution (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ), computer-telephony integration (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. ) and interactive voice response (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. ) units. Cox will implement the Cisco IPCC Enterprise Edition, Cisco Customer Voice Portal (CVP CVP central venous pressure. CVP abbr. central venous pressure CVP central venous pressure. CVP Central venous pressure, see there ) 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 Computer Telephony Integration - Computer Telephone 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. About Cisco Systems Cisco Systems, Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :CSCO CSCO Cisco Systems Incorporated (stock symbol) CSCO Chief Supply Chain Officer ), the worldwide leader in networking for the Internet, this year celebrates 20 years of commitment to technology innovation, industry leadership, and corporate social responsibility. Information on Cisco can be found at http://www.cisco.com. For ongoing news, please go to http://newsroom.cisco.com. Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks or trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. This document is Cisco Public Information. |
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