IP contact center customer interaction network reduces costs and improves customer service.
Cisco wanted to streamline and reduce costs for its worldwide contact centers while giving customers a single, in-country telephone number for all Cisco calls. This case study describes how Cisco uses outsourcers as part of a customer interaction network (CIN).
The CIN produces several benefits, including:
- Reduced costs through contact center consolidation
- Improved customer service levels and satisfaction
- Calls transported on the Cisco WAN
- Increased customer use of self-service tools
- More flexibility for using outsourcers to meet business needs
