Cisco Unified Intelligent Contact Management reduces outsourcing costs by improving contact center management and support.

The Linksys division of Cisco, which manufactures home and small office networking products, sends an average of 20,000 sales and support calls per day to outsourced contact centers in many different countries.

This case study describes how linking Cisco Unified Intelligent Contact Management systems for prerouting of these calls by the carrier has resulted in several benefits, including:

  • Annual savings of US$1.1 million
  • Increased efficiency in call handling
  • Ability to improve caller service
  • Reduced need for IT management and support
  • A potential new service offering for the carrier

Read the IP Contact Center Call Control Case Study