Cisco Cisco Finesse 10.0(1) Guide D’Information
On track for future improvements
Service is faster and higher quality. Customers appreciate being able to talk
to someone when their sales associate is busy. The backlog of voicemails
has evaporated.
to someone when their sales associate is busy. The backlog of voicemails
has evaporated.
True to its goals, Ferguson can keep associates close to the customer, while
using their skills through a growing virtual organization. Calls can be shared
across regional centers. “That flexibility is paramount for us,” says Young.
using their skills through a growing virtual organization. Calls can be shared
across regional centers. “That flexibility is paramount for us,” says Young.
Ferguson has successfully expanded its traditional business model, without
shedding its trademark personal touch. Previously, the company’s ability
to capture market share in a given region may have been limited by the
expertise of the associates there. Not any more.
shedding its trademark personal touch. Previously, the company’s ability
to capture market share in a given region may have been limited by the
expertise of the associates there. Not any more.
“We’re reaching many more customer types, all requiring different subject
matter experts,” Young concludes. “Increasingly, we can connect customers
to the associate with the exact knowledge they need.”
matter experts,” Young concludes. “Increasingly, we can connect customers
to the associate with the exact knowledge they need.”
• Faster service for trade and retail customers.
• Better, more consistent experience.
• Company well placed for growth.
• Better, more consistent experience.
• Company well placed for growth.
Results
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Americas Headquarters
Cisco Systems, Inc.
San Jose, CA
Asia Pacific Headquarters
Cisco Systems (USA) Pte. Ltd.
Singapore
Europe Headquarters
Cisco Systems International BV Amsterdam,
The Netherlands
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to this URL: www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply
a partnership relationship between Cisco and any other company. (1110R)
Products & Services
Collaboration
• Cisco Unified
Communications Manager
• Cisco Jabber solution
• Cisco Unified Contact
• Cisco Unified Contact
Center Enterprise
• Cisco Finesse solution
• Cisco Unified Intelligence Center
• Cisco Unified Customer Voice Portal
• Cisco Unified Intelligence Center
• Cisco Unified Customer Voice Portal
To learn more about the Cisco solutions in this case study,
visit www.cisco.com/go/collaboration
visit www.cisco.com/go/collaboration
For details of Ferguson Enterprises, visit www.ferguson.com