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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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How Cisco is Using SIP Trunks to Reduce Calling Costs

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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This Old Data Center

February 22, 2012 at 10:00 am PST

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.

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Collaboration is Hot … A Report from Social Media Week

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 »