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

Article Summary:

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

To read more about the challenge, results, lessons learned and the next steps, please choose the link below to download the complete Case Study in PDF format.