Cisco has partnered with several outsourced vendors over the years for initial handling of many front-line calls and general information inquiries. Connecting these vendor environments into a single Cisco customer contact environment is critical for good customer care, but costly and not always easy. However, early this year we made a change: we’re using SIP trunking and Cisco Unified Border Element to bring us much closer together, and save money into the bargain.
Contact Center SIP Trunks Part 1 — Reducing Costs and Improving Call Control for Outsourced Contact Centers Today
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Like many large enterprises, Cisco makes a lot of phone calls. Cisco previously used a lot of TDM trunks from multiple carriers to carry thousands of voice calls from our North American Cisco offices to the PSTN. The problem is, we had over 100 TDM trunks we were paying for every month, to carry our voice calls for these sites. Four years ago we started looking around for a more cost-effective and manageable way to support all these calls. After a good deal of searching, screening vendors and testing, we finally found it, using Session Initiation Protocol (SIP) trunking technology.
For the Cisco campuses in San Jose and Research Triangle Park (RTP), we will replace over a hundred PRI (23 channel) TDM trunks, used for long-distance voice calls for all of our North American sites, with SIP trunks. The new San Jose link is a 250 Mbps SIP trunk carved out of a 10 Gigabit Ethernet WAN access line, while the RTP link is a 20 Mbps SIP trunk carved out of a 45 Mbps DS3 WAN access line. Together, these SIP trunks give us the capacity to carry over 2400 concurrent calls and a total voice call volume of 2 million minutes per month.
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For this week’s Data Center Deconstructed we’re setting the Wayback machine to 1998, when Cisco opened a new engineering Data Center at its headquarters in San Jose, California.
Along with my colleague Carlos Dominguez, I had the pleasure of co-keynoting the opening session this week at the Cisco-sponsored day of Social Media Week, a 21-city global forum that brings together company gurus of social media, and those who want to learn more about emerging trends in social and mobile media and share best practices. Read More »