How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network

Overview

When Cisco Systems acquired Irvine, California-based Linksys Group, Inc. in mid-2003, Cisco IT acquired an unprecedented challenge: integrating a contact center whose volume surpassed that of the other 60 Cisco contact centers combined. Linksys needed a scalable call center solution that also would drive operational efficiencies over the long term. In 2000, Cisco had migrated all of its contact centers around the globe to a Cisco IP Contact Center (IPCC) environment to gain the benefits of centralized management and support from the Cisco Global Support team. Cisco IT and the Linksys team decided to deploy Cisco IPCC as well.