Cisco announced customers spanning the education and
waste management industries, have deployed Cisco’s Customer Collaboration
solutions to help expedite response times, fulfill orders cost effectively and
increase agent productivity.
New customers include Liberty University, a private
university in Virginia, and Republic Services, a provider of solid waste
collection, transfer, recycling, and disposal services.
“Our customers continue to utilize our customer
collaboration solutions to solve business challenges and drive real business
value. With customers such as Liberty University and Republic Services joining
thousands of other customers in deploying Cisco solutions, the momentum is
clearly with us,” said John Hernandez, vice president and general manager,
Customer Collaboration business unit, Cisco.
As Liberty University continues to expand locations, it
relies heavily on communication and collaboration technology to cater to its
increasingly mobile faculty and staff. Liberty enlisted the help of Cisco
Unified Contact Center Express to serve more of its students without incurring
the additional expense of adding staff to handle student inquiries.
To expedite response time to students, Liberty University
uses the built-in interactive voice response (IVR) and database lookup functions
of Unified Contact Center Express to route calls to the most appropriate
department. The result is increased responsiveness to student needs.
“Today’s students expect more online services and
more options to interact with university personnel. We do not necessarily know
what new needs are around the corner, and the Cisco Unified Communications and
Cisco Unified Contact Center solutions give us the flexibility to adapt,”
said Connie Allison, IT liaison, Liberty University.
In 2008, Republic Services acquired Allied Waste
expanding from 225 to 750 locations and tripling its revenue. With this rapid
growth came a significant increase in the size of their customer base,
prompting Republic Services to look for solutions that would enable it to
provide exceptional service and fill customer orders quickly without having to
involve agents unnecessarily.
Republic Services turned to Cisco Unified Contact Center
Enterprise and Unified Customer Voice Portal (CVP) to assist in managing 1.25
million customer calls monthly.
Through the implementation of a self-service application
in CVP, Republic Services is now able to fulfill customer orders in many cases
without the involvement of agents, saving nearly five minutes apiece for each
of the 100-200 daily service requests it receives.
Cisco recently introduced
a number of new telepresence products and
enhancements as part of its collaboration portfolio designed to give customers
new ways to simply, quickly and cost effectively scale telepresence throughout
their organizations.
The advancements also enhance “any-to-any”
interoperability between Cisco TelePresence endpoints and any standards-based
devices, and make the telepresence experience even more intuitive with
user-friendly features and capabilities.
By Telecomlead.com Team
editor@telecomlead.com
