Cisco Cisco IPCC Web Option Informationshandbuch

 

 

Customer Case Study 

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Mobile employees such as salespeople and warehouse personnel are now easier to reach because they carry Cisco 
Unified Wireless IP Phones, which connect over the wireless LAN. These employees no longer need mobile phones, 
reducing monthly costs. 

 

Improved Customer Experience 
Calls to stores have decreased by 80 percent on average, freeing in-store salespeople to help customers. And when 
calls are transferred to stores, customers no longer have to wait for someone to find their salesperson, because 
salespeople bring their Cisco Unified Wireless IP Phones with them. “We already answered calls quickly, and now 
we’re resolving customer issues more quickly,” says Van Putten.  

Insights for Continual Improvement 
BCC uses the flexible reporting capabilities of Cisco Unified Contact Center Enterprise to identify opportunities for 
improvement. “We can view detailed metrics on the contact center as a whole, agent groups, and even individual 
agents, to see who might need more training,” says Van Putten. “This information helps us achieve our goals to 
continuously improve operational efficiency and customer satisfaction.” 

Scalability 
BCC’s contact center is no longer a barrier to growth. “The scalability and flexibility of the Cisco solution will enable 
our communications infrastructure to grow along with the company,” Van Putten says.  

To find out more about Cisco Unified Communications go to: 

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To join conversations and share best practices about collaboration, visit: 

 

 

 

 

 

 

 

 

 

 

 

 

●  Cisco Unified Communications Manager 
●  Cisco Unified IP Phones 7942, 7911, 7925 
●  Cisco Unified Contact Center Enterprise 

“We already answered calls quickly, and now we’re resolving customer 
issues more quickly.”