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Contact Center SIP Trunks Part 2 — Reducing Costs and Improving Call Control for Outsourced Contact Centers – Future Directions

In my  first blog I described how Cisco IT is interconnecting our outsourced Contact Centers using SIP trunks, replacing the more costly (and less effective) PSTN trunks.  In our first round of SIP trunk deployments we expect to save almost 25% of our current contact center calling costs (or $2M per year).  But there were other, less tangible benefits as well.
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Facilities Is From Mars, IT Is From Venus

March 14, 2012 at 10:00 am PST

How well do the IT and Facilities people get along at your company?  Do they work well together or seem at times to be from different planets?

I’ve been in the Data Center industry for 15 years now, always based in IT but focused on physical infrastructure design and operations.  A key part of my job has been helping IT and Facilities understand one another’s goals, challenges and technologies.  That – as I like to joke – means I have great job security. Read More »

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Collaboration is Hot … A Report from the Road

Last week, I had the opportunity to travel across country to meet with Cisco customers and co-keynote with our business partner, Xerox, at its annual conference.  I found that our four pillars of collaboration – social, mobile, virtual and visual (video) – are continuing to resonate with customers. 

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Contact Center SIP Trunks Part 1 — Reducing Costs and Improving Call Control for Outsourced Contact Centers Today

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.

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Take a Look Inside Cisco IT – Our Newly Redesigned Website

March 5, 2012 at 4:00 am PST

Have you ever wondered how Cisco IT overcomes the challenges of deploying products and technologies in a large-scale, global enterprise – the same challenges that your customers face everyday?  Or how Cisco IT is transforming into a sharply competitive, services-centric organization? Cisco on Cisco: Inside Cisco IT shares our journey and lessons learned on these and many other fronts.

We’ve just redesigned our website from the ground up to make it easier and faster to find Cisco IT content relevant to you and your customers.  Head over to the Cisco on Cisco website to benefit from our IT Success Stories that include case studies, best practices, videos, and interactive content.

The new site focuses on content that YOU are looking for:

  • How does Cisco build a highly secure network that connects anyone, anywhere, on any device, at any time? Check out our Borderless Networks page.
  • How does Cisco enable collaboration, boosting productivity and enhancing myriad business processes?  Visit our Collaboration page.
  • Want to know more about the cloud, virtualization, service-oriented infrastructure, and unified computing? Our Data Center page can help.
  • How does Cisco IT achieve greater workplace efficiencies and help solve business process problems?  Learn more on our Business of IT page.
  • Click on our Events page to see when and where you can engage with the Cisco on Cisco team at industry events.

Take a look Inside Cisco IT today at  http://www.cisco.com/go/ciscoit.

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