Has anyone had success in large call centers with a total Cisco VOIP solution?
In my research I have not found any large contact centers that have had success with a full blown Cisco CVP to IPCC (latest release) solution utilizing the CTIOS soft phone. Major issues encountered are related to call statistics reporting inconsistencies, desktop application QOS, intermittent call disconnects, static, agent administration, and agent frustration. What are your positive or negative experiences you have encountered?
Good Answers (5)
We have been using the CISCO based IPCC solution and have the full role out with softphone, CTIOS.
We have not encountered any issued related to desktop application and intermittent call disconnects. In fact the other vendors do not allow pre and post routing and there are issues with call forwarding or take back and transfer, which Cisco's solution is great at take back and transfer. The call survivability is amongst the highest.
We have found the solution to be robust reliable and back with great support. We have made millions of calls using the system and make and receive thousands of calls everyday in our contact center even today.
Thanks,
Sandy
Links:
Clarification added February 22, 2008:
I disagree with Mike’s assessment on the answer and I have seen several issues with Avaya and Nortel…I do believe and have experienced the difference and Cisco’s role out is definitely superior.
JOSHUA A. F
voice/data/network Enterprise Account Executive / TopLinked.com
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Rob,
For largeer call center applications, Cisco does not have the premier solution. On this front, Avaya and even Mitel would have a pretty significant advantage.
I suggest calling Mike Lane 704.409.2489 as he can walk you through the specific differnces.
Mike M
Partner at North Houston Remodeling
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See if Barry Grant, CTO of iQor, will talk to you about his experience using Cisco over the past 2 years.
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Raul C
Vice President at Seattle Cisco Users Group
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We've had excellent success leveraging Cisco for core VOIP/telephony/UC (7000+ seats) however have not fully benchmarked contact center capabilities beyond IPCC express and Cisco ICM.
As with any solution wheather it be Avaya, Nortel, Cisco or otherwise the key is a solid testing, certification and pilot strategy in alignment to business objectives. Each vendor has their challenges that need to be vetted before making a commitment to spend.
A single instance of the Cisco Unified Contact Center Enterprise Edition (one virtual ACD) can support 6000 concurrent agents - that is 6000 agents logged in at the same time - not just configured. Further, multiple instances can be "networked" together to scale even further.
