Cisco Cisco Unified Contact Center Express 9.0(1) Guida Informativa
Miles Peters
Technical Architect
Derby City Council
Technical Architect
Derby City Council
Customer Case Study
Advanced telephony is available to around 2500 extensions. Greater resilience
is ensured with Cisco Unified Computing System™ virtualized servers spread
across two data centers. The Council can also take advantage of single number
reach (linking landlines to mobiles), Cisco Jabber® for instant messaging and
presence, and better integration with videoconferencing systems. To help the
Council dramatically reduce support costs, the Derby call center was reengineered
and optimized using Cisco Unified Contact Centre Express.
is ensured with Cisco Unified Computing System™ virtualized servers spread
across two data centers. The Council can also take advantage of single number
reach (linking landlines to mobiles), Cisco Jabber® for instant messaging and
presence, and better integration with videoconferencing systems. To help the
Council dramatically reduce support costs, the Derby call center was reengineered
and optimized using Cisco Unified Contact Centre Express.
Results
Derby City Council now has a modern IT infrastructure that can meet its needs well
into the future, with the flexibility to cater securely for multiple organizations on the
same physical infrastructure. New users and guests coming onto the network can be
added without imposing an overhead for configuration changes.
into the future, with the flexibility to cater securely for multiple organizations on the
same physical infrastructure. New users and guests coming onto the network can be
added without imposing an overhead for configuration changes.
Acting together, Cisco Unified Communications and ISE enable the Council to
operate an efficient virtual desk policy. “The results have exceeded expectations,”
says Peters. “We’d hoped to achieve a ratio of seven desks to every ten staff, but
we’re now looking at only six desks. So it’s been more than successful.”
operate an efficient virtual desk policy. “The results have exceeded expectations,”
says Peters. “We’d hoped to achieve a ratio of seven desks to every ten staff, but
we’re now looking at only six desks. So it’s been more than successful.”
At the call center, Cisco Unified Contact Center Express has streamlined call-flow
management. Call handling and agent efficiency have improved through intelligent
routing, call recording integration, and superior control of availability, queuing, and
interactive voice response. As a result, the Council expects significant support cost
savings, with the new contact center system paying for itself in just 18 months.
management. Call handling and agent efficiency have improved through intelligent
routing, call recording integration, and superior control of availability, queuing, and
interactive voice response. As a result, the Council expects significant support cost
savings, with the new contact center system paying for itself in just 18 months.
Peters sums up: “It’s become the template for flexible office space across the city.
We can better manage demand and just as easily work from home or from partner
offices. The solution doesn’t just make us one council: it makes us One Derby.”
We can better manage demand and just as easily work from home or from partner
offices. The solution doesn’t just make us one council: it makes us One Derby.”
For More Information
To learn more about the Cisco solutions described in this case study, go to:
Product List
Security
• Cisco Identity Services Engine
Collaboration
Collaboration
• Cisco Unified Communications Manager Version 8.0
• Cisco Unified Contact Center Express
• Cisco Jabber
Data Center
Data Center
• Cisco Unified Computing System
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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