Cisco Unified Intelligent Contact Management Reduces Outsourcing Costs by Improving Contact Center Management and Support

Overview

This case study describes how Cisco Systems has reduced costs and increased flexibility for certain calls outsourced to contact centers located around the world. This result was achieved by a newly designed implementation of a Cisco Customer Voice Portal, Cisco Pre-Routing features, and a Cisco ICM-to-ICM system link to handle inbound calls for Linksys, a division of Cisco.