Cisco contact management and web collaboration solutions add flexibility and features for increased customer satisfaction.

Article Summary:

This case study describes how Cisco IT migrated its legacy Automatic Call Distributor (ACD) call center system to a more flexible and feature-rich platform based on Cisco Web Collaboration Option, Cisco Media Blender, and Cisco Unified Intelligent Contact Management software. This case study describes:

  • How intelligent, skills-based routing makes the best use of global agents
  • How web collaboration can enable users to receive faster answers to their questions and improve overall user experience

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 for presentations to others.

IPCC TAC Case Study - Executive Summary PDF (PDF - 120 KB)

IPCC TAC Case Study - Executive Summary - Japanese Version PDF (PDF - 155 KB) Japanese Version

IPCC TAC Case Study PDF (PDF - 87 KB)

IPCC TAC Case Study - Presentation PDF (PDF - 164 KB)

IPCC TAC Case Study - Presentation - Japanese Version PDF (PDF - 133 KB) Japanese Version

For additional Cisco IT Case Studies on a variety of business solutions, go to Cisco on Cisco.