Cisco achieved a major milestone in the interactive voice response (IVR) industry in December, 2013 as we shipped our one millionth IVR port. This includes cumulative shipments of new ports of the award-winning Cisco Unified Customer Voice Portal, Cisco Unified IP-IVR, and IVR ports shipped with Cisco Unified Contact Center Express. This achievement is all the more remarkable given that we’ve been in the IVR market for just ten years. In that time we’ve also become (and remain) the world’s top IVR vendor–by a wide margin.
In addition to our success in the IVR market, Cisco continues to grow and lead in the contact center industry. To date, we have shipped nearly 3 million contact center agent seats, providing front line business personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years, and over the last three years, Cisco has closed the market share gap with Avaya by nearly 10 points worldwide and by over 22 points in North America.
On average more than 2,600 businesses purchase Cisco Contact Center products each year, from small and medium-sized companies to very large enterprises in markets ranging from healthcare, finance, and education to communications, travel, entertainment, and retail. Cisco Unified Contact Center solutions remain key components to managing multiple, simultaneous customer interactions over the phone, via real-time chat, web collaboration, social media, and email.
Our sustained success in IVR and contact center is a testament to our differentiated architecture, award-winning customer care solutions, a rich partner ecosystem, and a knowledgeable, energized sales force.