Cisco Cisco Unified Contact Center Enterprise 9.0(3) Guia De Informação
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.
Unified Wireless IP Phones, which connect over the wireless LAN. These employees no longer need mobile phones,
reducing monthly costs.
Results
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.
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.”
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.
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.
For More Information
To find out more about Cisco Unified Communications go to:
.
To join conversations and share best practices about collaboration, visit:
PRODUCT LIST
Unified Communications
● Cisco Unified Communications Manager
● Cisco Unified IP Phones 7942, 7911, 7925
● Cisco Unified Contact Center Enterprise
● 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.”
issues more quickly.”
—Marco van Putten, Manager of Information and Communications Technology, BCC