Cisco Systems Expands Cisco Powered Network Program for Customer Contact Market.Business Editors/High-Tech Writers 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.--(BUSINESS WIRE)--May 29, 2001 Introduces New Designations for Companies Delivering Cisco Customer Contact Software Platform as a Hosted Service; Four Companies Receive Designations Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. , Inc., the worldwide leader in networking for the Internet Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the , today announced two new Cisco Powered Network designations -- Cisco Powered Network E-mail Management Services and Cisco Powered Network Collaboration Services -- designed for companies delivering hosted services based on the Cisco customer contact software platform. The new designations recognize eCRM (customer relationship management) application service providers (ASPs), outsourcers and service providers who are deploying the Cisco E-mail Manager and Cisco Collaboration Server components of the Cisco customer contact software platform to provide outsourced or managed customer contact services for enterprise companies. Three companies -- BT Ignite Solutions, National Support Center, and West Corporation -- have received the new designations. Cisco today also showed continuing acceptance for the previously announced Cisco Powered Network Contact Center Services designation launched in January 2001. InfoNet Services Corporation and the three companies listed above, BT Ignite Solutions, National Support Center and West Corporation have all received this designation. The Cisco Powered Network Contact Center Services designation recognizes ASPs, outsourcers and service providers that are deploying the Cisco Intelligent Contact Manager (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 the Cisco customer contact software platform to provide outsourced teleservices for enterprise customers, or Cisco Network Applications Manager (NAM), the network hosted version of ICM. "With the availability of hosted eCRM solutions, companies are now looking to take advantage of alternative channels to deploy 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 customer contact systems, not only to better manage customer interactions for efficiency's sake, but to differentiate their businesses by the quality of the customer experience," said Bill Hills, senior analyst, IP Telephony The two-way transmission of voice over a packet-switched IP network, which is part of the TCP/IP protocol suite. The terms "IP telephony" and "voice over IP" (VoIP) are synonymous. Applications, Aberdeen Group Aberdeen Group is a provider of business-related research services. It has its headquarters in Boston, Massachusetts and belongs to the Harte-Hanks group. Founded in 1988, Aberdeen's research is used by over 2. . "The new Cisco Powered Network designations for Cisco's customer contact software platform give such organizations further reason to believe in the wisdom of outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. to improve the way they interact with customers through a multi-channel, converged contact center." Now, through the three Cisco Powered Network designations targeted at the customer contact market, eCRM service providers, ASPs and outsourcers can differentiate their value-added hosted customer contact service offerings delivered on an end-to-end end-to-end a pattern of anastomosis in which severed ends are matched and united, in contrast with other patterns such as end-to-side or side-to-side. Usually applied to anastomosis of the intestine. Cisco software and hardware infrastructure. The designations further Cisco's ongoing efforts to empower empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems its ecosystem of eCRM service providers, ASPs and outsourcers to take advantage of the Cisco customer contact software platform to deliver quality services to end-users. "Companies today are most challenged to deploy technologies that can help them extend new and existing customer relationships, creating greater customer loyalty and quality of experience," said Eugene Lee Eugene Lee may refer to:
About the Cisco Powered Network Designations for the Customer Contact Market To attain any of the Cisco Powered Network designations for the customer contact market, a company must deploy the software components of the Cisco customer contact software platform specific to each designation as a hosted or managed service. In addition, the company must undergo a complete assessment of their end-to-end network architecture based on Cisco's data center, Wide Area Network (WAN), `Last Mile' and Customer Premise Equipment (CPE (Customer Premises Equipment) Communications equipment that resides on the customer's premises. CPE - Customer Premises Equipment ) solutions. Cisco Powered Network designations for the customer contact market include: -- Cisco Powered Network E-mail Management Services designation: This new designation is designed to recognize eCRM service providers that offer the Cisco E-Mail Manager component of the Cisco customer contact software platform as a hosted service. Cisco E-Mail Manager is a comprehensive, enterprise-class solution for managing high volumes of customer inquiries submitted to a company mailbox or Web site. -- Cisco Powered Network Collaboration Services designation: This new designation is designed to recognize eCRM service providers that offer the Cisco Collaboration Server component of the Cisco customer contact software platform. The Cisco Collaboration Server is a leading Web-centric, visual collaboration solution enabling contact center agents to share Web-based information with customers such as Web pages, forms, and applications while simultaneously conducting a voice conversation or text chat using a common browser. -- Cisco Powered Network Contact Center Services designation: This designation (announced in January 2001) is awarded to companies that are deploying the Cisco Intelligent Contact Manager (ICM) component of the Cisco customer contact software platform to provide outsourced teleservices for enterprise customers, or Cisco Network Applications Manager (NAM), the network hosted version of ICM. Cisco NAM, provides managed customer contact infrastructure accessible by third parties as is typical in the ASP business model. Cisco ICM software provides enterprise-wide intelligent contact management by distributing voice and data from multiple channels -- including IP networks, TDM networks, fax and e-mail -- to enterprise resources such as ACD and IVR systems, Small Office Home Office (SOHO) agents, and desktop applications. The Cisco Powered Network customer contact designations give customers all the benefits of an end-to-end network; simplified, cost-effective cost-effective, n the minimal expenditure of dollars, time, and other elements necessary to achieve the health care result deemed necessary and appropriate. network management; higher network availability; more reliable, scalable and secure services; and faster deployment of New World customer contact services. In addition, companies that achieve these designations will be able to work with Cisco in areas of joint sales, marketing, and technology sharing to continually con·tin·u·al adj. 1. Recurring regularly or frequently: the continual need to pay the mortgage. 2. enhance their services and increase their speed to market. For companies who are early in their development as they work towards achieving Cisco Powered Network designations, Cisco also offers a unique entry-level program called the "eCRM Marketing Ecosystem" which is designed to assist service providers in marketing and developing their contact center services. With the Cisco eCRM Marketing Ecosystem program, eCRM ASPs and outsourcers are provided with joint marketing benefits to assist service providers in promoting their services. Two participants of this program include vCustomer Corporation and Verette. Four Companies Receive Cisco Powered Network Designations for the Customer Contact Market Cisco today announced that four companies have received the Cisco Powered Network designations for the customer contact market: BT Ignite Solutions (www.btignitesolutions.com) is BT Ignite's e-Business and communications solutions group. It has received the Cisco Powered Network Contact Center Services, Collaboration Services and E-mail Management Services designations for its Virtual Contact Center (VCC An electronics designation that refers to voltage from a power supply connected to the "collector" terminal of a bipolar transistor. In an NPN bipolar (BJT) transistor, it would be +Vcc, while in a PNP transistor, it would be -Vcc. ) Solution. The solution, based on Cisco NAM, Cisco E-Mail Manager and Cisco Collaboration Server includes a host of sophisticated value-added services A value-added service (VAS) is a telecommunications industry term for non-core services or, in short, all services beyond standard voice calls and fax transmissions. that are based on customer needs. These include full 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. integration, 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 voice recording, as well as collaboration and e-mail management. At the heart of the BT Ignite Solutions' offering is the ability to tailor A tailor is a person whose occupation is to sew menswear style jackets and the skirts or trousers that go with them. Although the term dates to the thirteenth century, tailor the VCC into legacy systems, and the flexibility to deliver a solution designed specifically for a particular business. With the new designation, end users will have further confidence that their contact center solution is based on a proven Cisco technology environment. Infonet Services Corporation (www.infonet.com) is a leading provider of integrated communication services to enterprises and powers the enterprise-wide global communications initiatives of more than 2,600 multinational companies. Infonet has received the Cisco Powered Network Contact Center Services designation for its high-performance, reliable and secure hosted call center service. Infonet utilizes the Cisco Network Applications Manager (NAM) component of the Cisco customer contact software platform to provide leading edge solutions that enable its customers to engage, manage and retain their customers regardless of the method or frequency of contact. National Support Center, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control (NSC NSC abbr. National Security Council Noun 1. NSC - a committee in the executive branch of government that advises the president on foreign and military and national security; supervises the Central Intelligence Agency ) is a leading supplier of outsourced customer relationship management and customer service support. National Support Center has recently been awarded the Cisco Powered Network designations for Contact Center Services, Collaboration Services, and E-mail Management Services. Having implemented a pure IP infrastructure, NSC has deployed the Cisco IP Contact Center (IPCC See IMS Forum. ) solution, utilizing the Cisco Intelligent Contact Manager (ICM), Cisco E-mail Manager and Cisco Collaboration Server software components of the Cisco customer contact software platform to route customer service requests to multiple contact centers and provide reporting on those interactions. NSC uses Cisco's IPCC to provide world-class customer service to leading technology and consumer electronics companies. Cisco's software components allow NSC to interact with customers in the form best suited to and requested by the customer and to respond to customer requests quickly and efficiently. NSC is committed to creating value for its clients by building and keeping profitable customer relationships on behalf of it clients and the Cisco customer contact software platform is a central part of that offering. West Corporation (www.west.com), one of the nation's largest fully integrated teleservices companies, provides customized Inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound , Interactive, Outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" and Internet services. West has received the Cisco Powered Network Contact Center Services, Collaboration Services, and E-mail Management Services designations. West utilizes the Cisco E-mail Manager, Cisco Collaboration Server and Cisco Intelligent Contact Management (ICM) software components of the Cisco customer contact software platform to provide robust integrated solutions capabilities and a continuous loop of revenue and relationship-enhancing opportunities for all stages of their clients' customers' life cycle. In addition to expected high quality of service levels for their end-users, the Cisco Powered Network designations enable West and Cisco to develop joint marketing programs to broaden awareness for West's services. About the Cisco Customer Contact Software Platform The Cisco customer contact software platform 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 multi-channel networking capabilities for both 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. and IP infrastructures. The key components of this platform include Cisco Intelligent Contact Management software (Cisco ICM), Cisco Network Applications Manager (Cisco NAM), Cisco Collaboration Server, Cisco E-Mail Manager, and Cisco IP Contact Center (Cisco IPCC). Currently, there are over 450 worldwide service providers that are members of the Cisco Powered Network program. Situated in 49 countries, program members offer a wide range of Cisco-based services for businesses of all sizes. For more information on the Cisco Powered Network Customer Contact Services designations and other eCRM service provider programs visit http://www.cisco.com/warp/public/779/servpro/cpn/. 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 ) 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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