Cisco Unified Communications System for Contact Center Release 6.0(1)

Define Case Studies
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Define Case Studies

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System testing uses case studies to define and validate the interoperability and stability of components that comprise a complete and optimized Cisco Unified Communications system. The system test includes installing, configuring, and testing contact center hardware and software that are designed to work together in a predictable, effective, and reliable manner.

See Use Case Studies to Define Your Business Requirements for financial and retail business case studies.

Use Case Studies to Define Your Business Requirements

Cisco Systems has defined real-world business requirements in two case studies that utilize the contact center system. The business requirements for each case study were created in a test environment in order to validate the contact center solution for these business models.

The first case study is a financial firm with distributed call centers. The second case study is a large distribution and retail company. Both case studies define business requirements, agent profiles, and call flows that are typically used by these business models.

Review these case studies to understand how the contact center system meets real-world business needs.

Financial Business Case Study

This case study is a financial firm with distributed call centers, including outsourcer call centers. The case study overview includes:

Business Requirements Opens new window

Sample Call Flows Opens new window

For additional information on financial markets, see the following URL:

http://www.cisco.com/web/strategy/financial/index.html Opens new window

Retail Business Case Study

This case study is a large retail and distribution company that supports "business to business" and consumer retail call center operations for its customers. The case study overview includes:

Business Requirements Opens new window

Sample Call Flows Opens new window

For additional information on retail call center operations, see the following URL:

http://www.cisco.com/web/strategy/retail/index.html Opens new window

Call Flow Models

The call flows that are deployed by the sample businesses are as follows:

Test Bed 1—Unified IP IVR (Unified Communications Manager Post-Routed calls) for the financial business model that is representative of the banking industry call center operations.

Test Bed 2—Parent and Child calls for outsourced call center services.

Test Bed 3—Unified CVP (CVP Post-Routed calls) for the retail business model that is representative of the retailing industry call center operations.

The case study methodology is continued for each PPDIOO process by using the deployment models and sites that were developed for testing.

Review Tested Deployment Models is continued on the Design tab.

Install and Configure System Components is continued on the Implement tab.

Operating Contact Center Systems continues tested call flows on the Operate tab.

Testing Failover and Redundancy is continued on the Optimize tab.