How Cisco Created Its Own Customer Interaction Network

Overview

This case study describes how Cisco Systems created an internal Customer Interaction Network (CIN) by using its own contact center solutions to route customer calls to outsourcers located around the world. The Cisco CIN gives customers the simplicity of a single, in-country telephone number for all Cisco sales, support, and general information inquiries. Cisco benefits from the reduced costs, more efficient call handling, and better use of experts that is possible when outsourcers handle first-line calls. The CIN takes advantage of the robust routing and security capabilities of the Cisco network, a leading-edge enterprise environment that is one of the largest and most complex in the world. Customers can draw on Cisco IT's real-world experience in this area to help support similar enterprise needs.