Cisco Spotlights Next-Generation of Customer Interaction Solutions at Customer Contact World Asia 2004 Conference and Exhibition.Business Editors/High-Tech Writers Customer Contact World Asia 2004 KUALA LUMPUR, Malaysia--(BUSINESS WIRE)--March 29, 2004 Cisco Systems (Nasdaq:CSCO CSCO Cisco Systems Incorporated (stock symbol) CSCO Chief Supply Chain Officer ) is debuting its latest IP-based Customer Contact solutions in Asia Pacific at the 7th Annual Customer Contact World Asia 2004 Conference and Exhibition. The event, hosted in Kuala Lumpur, Malaysia, for the first time, runs from March 31 to April 2 at the Mandarin Oriental Hotel. It brings together best practices in strategic customer management and highlights technologies and solutions for Contact Centre Management, CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , BPO BPO Business Process Outsourcing BPO Benevolent & Protective Order (of Elks of the USA) BPO Benzoyl Peroxide BPO Business Process Optimization BPO Broker Price Opinions BPO Buffalo Philharmonic Orchestra , Business Intelligence, Disaster Recovery, and Voice. Owen Chan, Cisco's Vice President for Asia Operations, will deliver a keynote address on the first day of the conference program entitled: Net Impact -- Driving Customer Interaction Business Productivity. The presentation focuses on Cisco's vision for customer contact -- the Customer Interaction Network -- to help enable businesses of any size increase customer satisfaction, improve agent efficiency and deliver high return on investment. Also speaking at the event is Gary Coman, Manager for IP Communications in Asia Pacific. He will present a case study on how a company can build a successful Networked Virtual Contact Center. Cisco's technical experts from the US will also lead a full-day masterclass for delegates of the event. On show at the Cisco exhibition stand are the latest offerings in Cisco's IPCC See IMS Forum. (IP Contact Center) range. These include IPCC Express Edition 3.5, IPCC Enterprise Edition 6.0, IPCC Hosted Edition and Cisco Internet Service Node (ISN Noun 1. ISN - Switzerland's information network for security and defense studies and for peace and conflict research and for international relations International Relations and Security Network ) 2.1. Cisco IPCC Enterprise Edition 6.0 is suitable for enterprise customers that need a flexible solution, scalable to tens of thousands of agents. It features multichannel inbound and outbound customer contact, advanced 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 and interoperability with traditional ACD systems. New features include support for Java-based CTI applications and a redesigned agent desktop with enhanced redundancy. Cisco IPCC Hosted Edition is best for service providers looking to generate new revenue streams from customer contact managed services. Cisco IPCC Express Edition 3.5 provides a unified implementation of automatic contact 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. ), 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. and CTI with scalability to 200 agents. Cisco Internet Service Node (ISN) 2.1 is an interactive voice response (IVR) and switching platform that tightly integrates speech-enabled self-service capabilities and Cisco's Open Customer Contact Interface (OCCI OCCI Osaka Chamber of Commerce and Industry (Osaka, Japan) OCCI Ontario Case Costing Initiative (Ontario, Canada) OCCI Oregon Center for Clinical Investigations, Inc OCCI Oracle C++ Call Interface ) to provide an integration point for third-party routing and computer telephony integration Computer Telephony Integration - Computer Telephone Integration (CTI) applications to integrate with Cisco IP telephony. For more information on Customer Contact World Asia 2004, please go to: www.customercontactworld.com/2004/ccwa_MY. About Cisco IP Communications Cisco's IP Communications solutions provide enterprise customers with the industry's most comprehensive portfolio of IP telephony, Rich Media Communications and IP Contact Center solutions for increasing productivity, lowering costs and extending quality communications to end users everywhere. More information about Cisco IP Communications is available at: www.cisco.com/offer/tdm_home/iptelephony/. About Cisco Systems Cisco Systems, Inc. (Nasdaq:CSCO) is the worldwide leader in networking for the Internet. Cisco news and information are available at www.cisco.com. Asia Pacific news and information are available at www.cisco.com/asiapac/news. Cisco, Cisco Systems and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. in the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners. |
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