Cisco Cisco Agent Desktop 9.0 정보 가이드
Customer Case Study
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Enhanced Customer Experience
Customers who call the contact center now receive faster, more personalized service. The skills-
based routing feature in Cisco Unified Contact Center Express lets the bank automatically route
calls to an agent who has the appropriate knowledge. In addition, supervisors can view contact
center metrics, which lets them optimize staffing levels. “In the past, we only knew if the queues
were long when customers complained,” says Walker. “Now we can spot trends early, so that
customers do not have long waits and we are not overstaffed.”
Customers who call the contact center now receive faster, more personalized service. The skills-
based routing feature in Cisco Unified Contact Center Express lets the bank automatically route
calls to an agent who has the appropriate knowledge. In addition, supervisors can view contact
center metrics, which lets them optimize staffing levels. “In the past, we only knew if the queues
were long when customers complained,” says Walker. “Now we can spot trends early, so that
customers do not have long waits and we are not overstaffed.”
Customers who call First Community Bank branches directly receive better service because
employees can transfer calls to any employee in any state simply by dialing the four-digit extension.
In addition, if personnel at a local branch are busy, they can temporarily transfer calls to the contact
center, where callers receive a prompt response from knowledgeable personnel. “This creates a
better, more personalized customer experience than letting the phones ring or sending calls to
voicemail,” says Walker.
employees can transfer calls to any employee in any state simply by dialing the four-digit extension.
In addition, if personnel at a local branch are busy, they can temporarily transfer calls to the contact
center, where callers receive a prompt response from knowledgeable personnel. “This creates a
better, more personalized customer experience than letting the phones ring or sending calls to
voicemail,” says Walker.
Lower Costs
The only capital expense needed to integrate a new
branch into the unified communications system is for
Cisco Unified IP Phones. The bank estimates that it
saved US$400,000 in PBX system costs between
2006 and 2007, when it integrated 24 new branches.
“The Cisco Unified Communications system paid for
itself very quickly,” says Walker.
The only capital expense needed to integrate a new
branch into the unified communications system is for
Cisco Unified IP Phones. The bank estimates that it
saved US$400,000 in PBX system costs between
2006 and 2007, when it integrated 24 new branches.
“The Cisco Unified Communications system paid for
itself very quickly,” says Walker.
Another source of cost savings is self-service
moves, adds, and changes. The bank previously
needed two full-time employees to visit the branches
to change telephone extensions and add the new
numbers to every PBX. Now employees can connect
moves, adds, and changes. The bank previously
needed two full-time employees to visit the branches
to change telephone extensions and add the new
numbers to every PBX. Now employees can connect
their phones in a new office themselves, saving more than US$100,000 annually. In addition, the
bank reduced circuit costs by about 30 percent, or US$250,000 annually, by using the same
circuits for voice and data traffic and dynamically allocating bandwidth to voice as needed.
bank reduced circuit costs by about 30 percent, or US$250,000 annually, by using the same
circuits for voice and data traffic and dynamically allocating bandwidth to voice as needed.
Next Steps
First Community Bank plans to take advantage of its Cisco Unified Communications platform for
voice and Web conferencing, using Cisco Unified MeetingPlace. “The ability to collaborate remotely
will reduce travel costs across our four-state territory,” says Walker.
voice and Web conferencing, using Cisco Unified MeetingPlace. “The ability to collaborate remotely
will reduce travel costs across our four-state territory,” says Walker.
“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. They can see and listen to
voicemail right on their smartphones.”
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. They can see and listen to
voicemail right on their smartphones.”
— George Walker, Chief Information Officer, First Community Bank
PRODUCT LIST
Routing and Switching
● Cisco Routers 7206, 3800, and 2800
● Cisco Catalyst Switches 4507R and 3560
● Cisco Catalyst Switches 4507R and 3560
Voice and IP Communications
● Cisco Unified Communications Manager
● Cisco Unity Unified Messaging
● Cisco Unified IP Phones 7971, 7961, 7941,
● Cisco Unity Unified Messaging
● Cisco Unified IP Phones 7971, 7961, 7941,
7936, 7912, and 7911
● Cisco IP Communicator
● Cisco Unified Survivable Remote Site
● Cisco Unified Survivable Remote Site
Telephony
● Cisco Unified Contact Center Express
Enhanced
● Cisco Agent Desktop
● Cisco ATA 186 Analog Telephone Adapter
● Cisco ATA 186 Analog Telephone Adapter