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Lessons Learned from Upgrading Key Contact Center Systems

As described in my contact center upgrade post, Cisco recently upgraded the Cisco Unified Intelligent Contact Management Enterprise (ICME) and Cisco Unified Communications Manager (UCM) systems that serve our contact centers to software Release 8.

Here are the top lessons we learned from this activity and the recommendations I would offer to Cisco customers who are planning a similar upgrade.

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Dual-Mode Phones: Lower cost mobile phones —we think

Calling on your mobile in the office, and seeing the bill at the end of the month, makes you wish you could use your mobile on your office phone network.  In my last blog (“Dual-mode phones:  Challenges for an Enterprise Deployment“) I described how dual mode phones can provide that, by connecting to your office phone network via wireless LAN (802.11 wireless) whenever free wireless Internet access is available to let you do that.

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Cisco Data Center 2011: Texas Is Hot!

The U.S. National Oceanic and Atmospheric Administration reported the period January through July 2010 as the warmest on record for average global land and ocean temperatures.  In August 2010, a piece of Greenland broke off and formed a floating ice island four times the size of Manhattan.  With IT organizations around the world focused on the challenges of protecting the environment and reducing costs associated with power and cooling, why would Cisco choose a notoriously warm area such as Texas to build a new, planet-friendly data center?

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Upgrading the Call Routing Systems for Contact Centers

Cisco maintains a dedicated infrastructure of call systems to serve the company’s 110 contact centers worldwide. Our infrastructure includes two Cisco Unified Intelligent Contact Management Enterprise (ICME) systems for global call routing and six Cisco Unified Communications Manager (UCM) systems for call handling within a region or a strategic company location.  

We have a lot of different contact center teams and, over the years, we weren’t consistent in the way we upgraded the Cisco UCM software at each of the sites, which led to several problems:

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Cisco TelePresence: 550 Percent ROI for Cisco

By now, many people have had a glimpse of Cisco TelePresence, whether in the workplace or on Fox Network’s television show 24. Cisco TelePresence creates a live, face-to-face communication experience, with ultra high video and audio quality that makes it seem like you’re meeting in-person. You can hear a subtle change in voice tone or see a skeptical look as well as you could if you were sitting across the desk. The in-person experience makes interactions much more effective because around 60 percent of communications comes from body language, which you just can’t see on small, low-definition video window.

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