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.
Read More »
Tags: border element, Call Center, coc-collaboration, contact center, CUBE, extranet, outsourced, PSTN, SIP
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.
Tags: blind push, border element, Call Center, coc-collaboration, contact center, CUBE, outsourced, PSTN, SIP
By Steven Shepard, Contributing Columnist
As companies grow large, we have a natural human tendency to declare them incapable of getting out of their own way. We see them as slow, inefficient and plodding dinosaurs surrounded by fleet-of-foot small companies that are so much more capable of getting things done — because of their apparent smallness.
And while there are certainly large companies that suffer from bigness, there are also quite a few that demonstrate amazingness, if you’ll allow me to make up a word (for agility, beyond compare). One of them? The mighty, much criticized Bell System, created in the transition zone between the 19th and 20th centuries.
Tags: bell system, disaster recovery, history, network, New York, PSTN, telephone
Get credit for all your Cisco site participation with Social Rewards!
