Cisco Cisco Agent Desktop 10.0 Guide D’Information
Customer Case Study
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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as the power-over-Ethernet needed for IP phones.
After a successful pilot, Advanced Network Management installed Cisco Unified Communications
Manager and Cisco Unity
Manager and Cisco Unity
®
Unified Messaging in the bank’s data center, integrating the software
into the bank’s thin-client environment, which is based on Citrix and Microsoft Application
Virtualization. Branches receive voice and voicemail services over the network. If the network link
between a branch and the data center goes down, the Cisco router in the branch automatically
begins routing calls over the public switched telephone network until the link is restored, and then
automatically switches back. More than 1200 Cisco Unified IP Phones are in use.
Virtualization. Branches receive voice and voicemail services over the network. If the network link
between a branch and the data center goes down, the Cisco router in the branch automatically
begins routing calls over the public switched telephone network until the link is restored, and then
automatically switches back. More than 1200 Cisco Unified IP Phones are in use.
First Community Bank uses Microsoft Exchange 2003, and bank employees can now use either
their PC or smartphone to check both their e-mail and voicemail messages from Microsoft Outlook,
a capability made possible by Cisco Unity Unified Messaging. Clicking a voicemail message plays it
as a sound file. “Mobile employees like the integration between Cisco Unity Unified Messaging and
Microsoft Outlook because it spares them from having to call their office voicemail box to find out if
they have any messages,” says Walker. “They can see and listen to messages right on their
smartphones.”
their PC or smartphone to check both their e-mail and voicemail messages from Microsoft Outlook,
a capability made possible by Cisco Unity Unified Messaging. Clicking a voicemail message plays it
as a sound file. “Mobile employees like the integration between Cisco Unity Unified Messaging and
Microsoft Outlook because it spares them from having to call their office voicemail box to find out if
they have any messages,” says Walker. “They can see and listen to messages right on their
smartphones.”
The First Community Bank contact center, which has 25 agents, uses Cisco Unified Contact Center
Express software. “Previously, all of our agents had to be in the same physical location, and the
supervisor could not see how many customers were in the queue,” says Walker. “That made it
difficult to determine optimum staffing levels at different times.” Now, agents can work from any
workspace. “When call volumes are high, we can recruit additional agents from any branch to help
ensure that customer calls are answered promptly,” says Walker. Supervisors can manage the
contact center more effectively because they can now view real-time statistics, monitor and coach
agents, enter into calls, and intercept and record active agent calls when necessary.
Express software. “Previously, all of our agents had to be in the same physical location, and the
supervisor could not see how many customers were in the queue,” says Walker. “That made it
difficult to determine optimum staffing levels at different times.” Now, agents can work from any
workspace. “When call volumes are high, we can recruit additional agents from any branch to help
ensure that customer calls are answered promptly,” says Walker. Supervisors can manage the
contact center more effectively because they can now view real-time statistics, monitor and coach
agents, enter into calls, and intercept and record active agent calls when necessary.
The value of Cisco Unified Contact Center became very clear in September 2007, when the bank
upgraded its online banking system and expected a deluge of customer questions. “With the Cisco
Unified Communications platform, we were able to build a new contact center in half a day—
including writing the scripts, developing the call flow, and building the service queue,” says Walker.
“Ordinarily, this would have taken about a month.”
upgraded its online banking system and expected a deluge of customer questions. “With the Cisco
Unified Communications platform, we were able to build a new contact center in half a day—
including writing the scripts, developing the call flow, and building the service queue,” says Walker.
“Ordinarily, this would have taken about a month.”
For testing and troubleshooting the voice system, the IT group uses Cisco IP Communicator, a
feature-rich softphone for PCs and laptops that delivers enterprise-class calling capabilities to
remote users. “I can use Cisco Unified IP Communicator to call from any workspace, in any city,”
says Walker. “One reason that we were able to set up a contact center in half a day is that we were
able to test it remotely instead of traveling to multiple sites.”
feature-rich softphone for PCs and laptops that delivers enterprise-class calling capabilities to
remote users. “I can use Cisco Unified IP Communicator to call from any workspace, in any city,”
says Walker. “One reason that we were able to set up a contact center in half a day is that we were
able to test it remotely instead of traveling to multiple sites.”
Business Results
Support for a Mobile Workforce
Bank employees who move within an area code can now keep their phone number. They simply
disconnect the Cisco Unified IP Phone from the old workspace and connect it in the new. And when
they work temporarily at a different office, they can log into any available Cisco Unified IP Phone to
personalize it with their phone number and other preferences. Therefore, customers can reach their
banker at the same number, no matter where the banker is working. And employees who work in
multiple branches during the week can have the phones in each of their offices ring simultaneously,
making them easy to reach. “Support for mobile employees has made the biggest impact of all of
our new Cisco Unified Communications capabilities,” says Walker. “Now our bankers can work in
any workspace—temporarily or permanently—and still be reachable at the same number.”
Bank employees who move within an area code can now keep their phone number. They simply
disconnect the Cisco Unified IP Phone from the old workspace and connect it in the new. And when
they work temporarily at a different office, they can log into any available Cisco Unified IP Phone to
personalize it with their phone number and other preferences. Therefore, customers can reach their
banker at the same number, no matter where the banker is working. And employees who work in
multiple branches during the week can have the phones in each of their offices ring simultaneously,
making them easy to reach. “Support for mobile employees has made the biggest impact of all of
our new Cisco Unified Communications capabilities,” says Walker. “Now our bankers can work in
any workspace—temporarily or permanently—and still be reachable at the same number.”