Service-oriented, multi-channel contact centers play a crucial role in winning customer loyalty in today's marketplace. Enterprises with call centers can also reap all the benefits that a converged network offers. Packet360 can turn your call center into a comprehensive IP-based contact center. With IP-enabled contact-center solutions, businesses can dramatically improve customer service and increase business efficiencies.

Unlike proprietary traditional automatic call distributor (ACD) systems, Cisco Customer Contact Solutions are scalable, open systems platforms. Businesses can easily configure the systems with third-party components and back-end systems to create simple to complex customer interactions that deliver tremendous value.

Cisco Customer Contact Solutions also have the intelligence to queue calls and match database lookups in customer relationship management (CRM) applications with calling ID—allowing quick routing of calls according to predefined workflows to the most appropriate agent. When the call arrives, the agent is ready with detailed knowledge of the caller. Callers no longer wait endlessly in queues only to be transferred to an agent who then asks the caller to repeat information.

In essence, the organization says to its customers “we know who you are” and “we're set up to solve your problem quickly and accurately,” a win-win for customers and companies alike.

Cisco IP Contact Center Solutions allow businesses to:

• Migrate at their own pace. Cisco Customer Contact Solutions interoperate with traditional ACDs, interactive voice response (IVR) systems, computer telephony integration (CTI), and time-division multiplexing (TDM) infrastructures, providing a smooth migration path to an IP infrastructure.
• Create a virtual customer service operation by tapping agent skills and availability anywhere at any time. IP's inherent built-in distributed nature makes extending the network easy compared with traditional systems requiring costly and complex line extensions.Be fully responsive to customers by responding to them in whichever way they choose—through voice, Web chat, Web collaboration, or e-mail.
• Integrate call center functionality smoothly into the organization's infrastructure through the complete, feature-rich Cisco IP Communications solution—including the call control, IP infrastructure, and IP phones that are all built on the Cisco AVVID (Architecture for Voice, Video and Integrated Data) network infrastructure.
• Create cross-organizational collaboration by making customer service an integrated part of the company, rather than a separate entity.