How Cisco IT Migrated Call Centers to IP Contact Center

Overview

Cisco was rapidly growing as a company, particularly through acquisitions. With this growth came the need to manage diverse call centers, each with different systems, operating procedures, and business focus. Cisco business and call center managers faced several challenges, including: costly, inefficient call handling, inconsistent service to callers, inconsistent reporting etc. Cisco IT was a major participant in the extensive effort to implement a multi-phase, multi-year plan for improving the call centers. One goal of this plan was to use Cisco network and call processing technologies: the Cisco Intelligent Contact Management (ICM) system and, in a later phase, the Cisco IP Contact Center (IPCC) solution.