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Cisco Helps Customers Offer Better Service and Realize a Competitive Edge

October 11, 2011 - 0 Comments

Cisco’s success and continuing growth are predicated upon the success of our customers, so I’m always excited to hear how businesses and organizations are meeting and surpassing their goals with our contact center solutions.  Two such Cisco customers include Liberty University, the largest private university in Virginia, and Republic Services Inc., the leading provider of solid waste collection, transfer, recycling, and disposal services.

As Liberty University continues to expand locations, it relies heavily on communication and collaboration technology to cater to its increasingly mobile faculty and staff.  Liberty enlisted the help of Cisco Unified Contact Center Express to serve more of its students without incurring the additional expense of adding staff to handle student inquiries.

To accommodate its rapid growth, Republic Services sought solutions that would enable it to provide exceptional service and fill customer orders quickly without having to involve agents unnecessarily.

To address this challenge, Republic Services turned to Cisco Unified Contact Center Enterprise and Unified Customer Voice Portal (CVP) to assist in managing 1.25 million customer calls monthly. Through the implementation of a self-service application in CVP, Republic Services is now able to fulfill customer orders in many cases without the involvement of agents, saving nearly five minutes apiece for each of the 100-200 daily service requests it receives.

These are just two examples of the thousands of businesses achieving success with Cisco customer care solutions.  Learn more about our announcement here.

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