Cisco’s contact center business is on a roll, as companies of all types and sizes embrace Customer Collaboration at an ever-increasing rate to forge deeper, more proactive relationships with their clients.
Today’s press release showcases three such companies-- CareCore National, Skowhegan Savings Bank, and AAA of Western and Central New York--who, although very different, are all transforming and growing their business with Customer Collaboration.
These companies highlight the widespread applicability and benefits of Customer Collaboration, which combines proven, traditional contact center technology with the power of social media, video, web 2.0 agent workspaces, and network-based recording to allow businesses to closely interact with customers in ways that were never before possible.
Each of these companies is different, with its own unique requirements for interacting with customers. But Customer Collaboration from Cisco offers something for all of them—a way for Skowhegan Savings Bank to connect with existing and prospective clients via Cisco SocialMiner and Cisco Unified Contact Center Express, a platform including Cisco Unified Contact Center Enterprise and Cisco MediaSense for CareCore National to deliver a better support experience for its physician clients, and an integration of Cisco Unified Contact Center Enterprise with workforce and quality management solutions for AAA of Western and Central New York to connect more efficiently with its growing customer base.
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.
I’m pleased to announce that customer collaboration solutions are becoming available in the cloud with the Cisco Hosted Collaboration Solution for Contact Center (HCS) in early 2012. These solutions are optimized for companies with 500-1,000 agents, with emphasis on scalability, simplicity,flexibility, and speed.
Scalability allows the technology to be deployed to a wide range of customers. Thus, powerful customer collaboration solutions can scale based on the specific size and makeup of the customer. Gone are the days of one-size-fits-all contact center solutions; now if you’re a small to medium-sized business you can cater to your customers’ needs and concerns with the same tools as a large one, and at vastly accelerated speed.
Midsize businesses often do not have the resources to deal with complex IT systems, which is why simplicity is paramount. With the simplified management of a cloud-based contact center solution, SMB’s IT departments can focus their time on more urgent matters.
As I’ve blogged recently, we are in the midst of a significant push in the UK contact center market. Customers, partners, and key influencers have validated that we have the right strategy, vision, and ability to execute to make a real change in the market. Coming out of my visit to the UK, are two articles published this week that do a great job of explaining how we are competing in the market.
Additionally, Alex Blyth in the lead story of “Fifty Reasons to Love Call Centres” a special supplement in Saturday’s London Times, outlined a number of changes in the customer service market, including our perspective that self-service should be used appropriately, but is not a catch-all for all customer requests. The supplement can be found Read More »