IP contact center customer interaction network reduces costs and improves customer service.

Cisco wanted to streamline and reduce costs for its worldwide contact centers while giving customers a single, in-country telephone number for all Cisco calls. This case study describes how Cisco uses outsourcers as part of a customer interaction network (CIN).

The CIN produces several benefits, including:

  • Reduced costs through contact center consolidation
  • Improved customer service levels and satisfaction
  • Calls transported on the Cisco WAN
  • Increased customer use of self-service tools
  • More flexibility for using outsourcers to meet business needs

Read the IP Contact Center Network Case Study