Tech Data signs agreement with Cisco Systems to transform its call center on converged IP solutions

Cisco's solutions provides Tech Data with a scalable and easy-to-manage system that reduces cost and enables progressive business gains

Dubai, December 18th, 2005 – Cisco Systems has recently signed an agreement with Tech Data UAE, the leading provider of IT products, logistics management and other value-added services in the Middle East, to transform its call centre using Cisco Converged IP Communications solutions. The agreement with Tech Data follows Cisco Systems' launch of the SMB (Small and Medium Business) Select Programme in the GCC countries earlier in this year. SMB Select is an approach designed to strengthen Cisco Systems' presence in the region's SMB sector by providing support and financial reward to resellers who are expanding Cisco networking solutions business in the sector.

Adnan Al Falah, Managing Director of Tech Data UAE, said: " Tech Data was looking for an easy-to-manage solution that was scalable and flexible, which could effectively accommodate any future expansion plans. Cisco Converged IP Communications met all these requirements, allowing Tech Data to have an efficient solution by helping us to streamline our interaction with our customers and partners alike. In the long term, what this implementation aims to do is implement an overall cost-effective communication system that will boost our overall business growth."

Commenting on the agreement, Samer Al Kharrat, General Manager- Gulf Region, Cisco Systems, said: "Cisco IP Communications system will enable Tech Data to migrate its voice, video and data traffic onto a single, fully converged network. Cisco Systems has a proven capability in efficiently deploying IP Contact Centre solution. Today, the main challenges faced by contact centers are not only how to migrate smoothly from legacy TDM systems to IP-based systems, but also how to reap the benefits of IP technology to create a better customer experience. The solid and scalable foundation provided by Cisco solution will extend the value of the Tech Data network and ensure superior business resilience."

Wayne Hull, Regional Sales Manager - Gulf and Pakistan, Cisco Systems said: "Tech Data will truly enhance its capability by migrating to a Cisco IP converged call centre. The call centre will provide Tech Data with the appropriate capabilities and support pertaining to customer service and sales performance. IP technology allows contact centers to benefit from cost efficiencies, greater flexibility and innovative applications. Moving contact centers to IP, facilitates off-shoring, distributed agent models, multi-channel integration and self-service."

"Cisco IP Communications solution helps improve the productivity of the network support staff, as it eliminates the need to maintain separate voice and data infrastructures. The solution will allow Tech Data to minimize ongoing network administration tasks such as network adds, moves and changes, as well as streamline application integration. Moreover, as all traffic resides on a single network, it requires less cabling as the network grows," Al Kharrat added.

The Cisco equipment which will be deployed at Tech Data includes Call Manager, 4500 Series Switches, Unity UM Exchange, Cisco IPCC Express Edition, Cisco Conference Connection, Integrated Services Routers, IPS 4240 Appliance Sensor and Cisco Security Agent.

Tech Data will buy the Converged IP Communications solution directly from Cisco Systems. The solution will be deployed by Networkers FZ LLC, a Cisco Partner.

Commenting on the deployment, Homi Sopariwalla, Managing Director, Networkers FZ LLC, said, "Migrating to a Cisco enabled IP solution is a logical extension of Tech Data's remit to offer outstanding customer service and being able to adapt to future business requirements. The migration would now enable Tech Data to reduce operation and administrative cost while improving productivity with greater business flexibility. Networkers' Cisco Certified Engineers successfully met the challenge of migrating of the IP network, despite the centers live environment, delivering a robust and reliable solution offering full redundancy and handle the large volume of international calls, which Tech Data receives daily."

Tech Data FZ-LLC is part of Tech Data Corporation, USA, a company ranked 110th on the FORTUNE 500. Tech Data Corporation and its subsidiaries serve more than 90,000 technology resellers in the United States, Canada, the Caribbean, Latin America, Europe and the Middle East. Tech Data's main regional office is located in Dubai, with warehousing operations in Jebel Ali, Bahrain, Jordan and Kuwait.