We believe that the usage of Contact Center Systems will increase over the next few years. A modern alternative to the conventional solutions is data, speech and video communication by means of a convergent network.
Companies thus obtain completely new functions, increase their productivity and save costs on top of that. Cisco’s IP based Contact Center solution, the Cisco Unified Contact Center, fulfills all requirements of a modern call center system. As softphones, i.e. screen-based telephones, are used in a Cisco Unified Contact Center, acquisition and maintenance of telephone hardware will not be required. Vice versa, Cisco IP telephones can be enhanced with customer specific functions via an XML interface so that configurations for call centers, where no additional PC workstation will be required, are imaginable. Through a central administration and a simple wiring for data and speech transfer, installation and maintenance efforts are significantly lower than as with conventional solutions.