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How Cisco VXI Improves Contact Center Business Processes

October 2, 2012 - 0 Comments

In a recent interview, I discussed the importance of prioritizing business processes that have the most impact when deploying virtual desktops.  One common business process that can significantly benefit from a virtual desktop delivery model is in customer service.  Cisco offers an innovative contact center solution that creates the foundation for positive customer service, resulting in greater customer satisfaction, loyalty and competitive advantage. With the latest release of Cisco Virtualization Experience Infrastructure (VXI), we are able to support Cisco Unified Contact Center Enterprise, further improving the benefits to contact centers that are moving to desktop virtualization.

By deploying Cisco Contact Center Enterprise as part of Cisco VXI, IT can now deploy agent desktops, in a virtualized environment with confidence. They can support agents, whether they are working in the office or remotely, reducing maintenance and management costs.  With Cisco VXI, agents do not have to sacrifice usability or performance because they have the same, easy to use, next generation, Cisco Finesse desktop on their virtual desktop.   In addition, contact center managers can continue to monitor agents across all locations and all desktops, virtual or physical, always knowing who is working at any given time or how quickly calls are being handled.  Most importantly, customers can be served quickly and efficiently by agents anywhere without compromising quality, resulting in increased customer satisfaction and loyalty.

Cisco VXI allows contact centers to be agile.  One customer told me how they use outsourced contact center agents and gauged their performance using service level agreements (SLAs).  However, when these SLAs are not met, the customer has a limited set of options because the cost of switching to another outsourcer is extremely high.  When virtual desktops are used, the cost, complexity and time required to switch to a new outsourcer is significantly reduced.

This release is the first step to a longer roadmap of enabling virtualized contact centers.  As we continue to innovate on the user experience that results in greater ease of use, ease of support and increased productivity, I expect to see contact center agent desktops that are even more unified, more flexible, and more collaborative.

Besides the links above, I encourage you to read the VMware blog to learn how Cisco and VMware are partnering to  take the agent desktop into the age of the unified workspace.


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