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Scope |
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| The solution is not a traditional TDM based Call Centers but a Contact Center, which can leverage the existing investment of voice equipments and is based on the next generation technologies. Contact center solutions are expected to grow by more than 100 percent annually, predicts Gartner. A Contact Center is a central point in an enterprise from which all customer contacts are managed. The Contact Center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail and web site inquiries and chatrooms.The contact center is governed by a single set of business rules regardless of customer chosen interaction channels, which significantly reduces management and administrative requirements. A contact center is generally part of an enterprise's overall customer relationship management (CRM).
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Target market |
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| The solution is targeted towards enterprise customers such as financial institutions, online traders, government organizations, telecom service providers and portals.
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Customer benefits |
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- Enhanced productivity and profitability through new IP-based applications such as integrated multimedia queuing.
- This enterprise-wide contact management system is based on a single set of business rules and supports normalized consolidated reporting.
- Geographic independence of both agent resources and IP-based application servers is possible through the ubiquity of IP transport.
- Lower total cost of ownership, lower capital-equipment investment, single network, and single support staff eliminating the overhead of multiple diverse data, voice, and video networks.
- Leverages the existing WAN backbone in multisite deployment scenarios.
- Preserves the value of existing technology investments.
- Significantly enhanced competitive advantage through rapid solution deployment, many times faster than traditional TDM (Time-Division Multiplexing) solutions.
- The customer will directly benefit from this stack as it will have shorter implementation phase and as a consequence a faster time to market. The configuration is rigorously tested and optimized wich leads to a streamlined deployment. The configuration guide ensures that the customers requirements are met.
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Key components used in the solution |
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- VoIP Gateway
- Cisco 2611 Router
- Cisco IP Phone 7960 (2nos)
- Cisco IP Soft Phone Ver. 1.2
- Cisco Call Manager Version 3.1
- Cisco Intelligent Contact Management Software ver. 4.6
- Windows NT Server 4.0
- SQL Server 7.0
- IIS 4.0.
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