IBM Global Services EMEA Delivers Cisco's IP Contact Center Solution Wednesday 6 June 2001 PDF Print IBM Teams with Cisco to Transform Enterprise Call Centers Through Combined Customer Relationship Management Capabilities IBM today announced a new set of services for enterprises that wish to reduce cost, optimise revenue per call and increase overall customer satisfaction in call center environments. The IP Customer Contact Center Services from IBM Global Services include assessment of existing contact center operations, migration planning and implementation of Cisco's Internet Protocol Contact Center (IPCC) software. The IP Customer Contact Center solution combines IBM's world-class customer relationship management transformation services with Cisco's industry leading hardware and software technologies to deliver the next generation of e-business enabled call centers. IDC forecasts the market for Customer Relationship Management (CRM) services at $15.7 billion for Western Europe in 2001 with a 29.6% CAGR through 2004*. To address this growing market and the emerging trend for IP-based data convergence, IBM has joined with Cisco to provide enterprise class IP-based contact center solutions. Initially targeting customers in the financial, distribution and travel industries, IBM Global Services has formed a worldwide team from its Business Innovation and Integrated Technology consulting practices to deliver services for Cisco IPCC in the form of customer relationship strategic planning, call center assessment, migration planning, network integration, training and systems management. "IBM is working with Cisco to transform the way companies interact with customers in an e-business world. One of the pillars of our strategic alliance is focused on harnessing the power of converged networks to help enterprises reduce cost and open new revenue streams. The services IBM will implement in deploying Cisco's IPCC solution are yet another example of the value of this partnership to customers. By working closely together, IBM and Cisco can help customers implement with confidence and realize quick return on investment," said Hans-Ulrich Maerki, General Manager, IBM Global Services EMEA. In today's demanding business environment, more and more enterprises are looking to deploy IP-enabled Call Centers as a way to lower cost and improve the customer experience. In describing the ability of IBM and the Cisco IPCC solution to address the next generation IP-based call center requirements, Paul Devine, Research Analyst - IP Equipment and Services, Frost and Sullivan Ltd., said, "IBM's Global Services consulting expertise will help enterprises assess the strategic benefits of IP-enabled CRM initiatives. The IBM Global Services and Cisco partnership will deliver the expertise necessary to develop, integrate and support web-enabled call center solutions". IBM Extends IP Telephony Laboratory to Include Cisco IPCC IBM is extending its IP Telephony Laboratory in La Gaude, France to include Cisco's IP-based Contact Center Solution. The laboratory is scheduled to begin demonstrations and customer test scenarios in July. Customers will be able to work with IBM and Cisco consultants to conduct proof of concept and solution assurance prototypes in a simulated production environment against rigid performance criteria. About Cisco's IP-Based Contact Center Technology Cisco's IPCC software, a key component of the Cisco customer contact platform and solution, combines Cisco's proven IP telephony and contact center management capabilities, enabling agents using Cisco IP phones to receive both time-division multiplexing (TDM) and voice over IP (VoIP) calls. The Cisco IPCC solution fully supports both IP and TDM telephony, and saves money by avoiding costly upgrades to outdated switching technology. The Cisco IPCC solution also offers savings through more efficient operations and a lower cost of deploying new software on a converged, multi-service network. The Cisco IPCC solution, which can be implemented in a single-site environment or a multi-site enterprise, combines Cisco's IP telephony, intelligent call routing, Interactive Voice Response (IVR) call queuing, consolidated reporting and out-of-the-box CTI (computer telephony integration) capabilities into an integrated suite. The Cisco IPCC solution is based on the Cisco Intelligent Contact Management software (Cisco ICM), which is widely deployed in traditional call centers supporting a wide variety of multi-vendor legacy platforms and networks. As an integral part of Cisco's Architecture for Voice, Video and Integrated Data (AVVID), Cisco IPCC allows an enterprise to easily extend the boundaries of the contact center to include branch offices. "The combination of Cisco's IP contact center infrastructure with IBM Global Services deployment expertise creates real value for enterprise customers looking to increase employee productivity and customer satisfaction," said Paris G. Arey, Cisco's Vice President for EMEA Channels. "IBM's new services for IPCC combine IBM's proven track record in call center implementations with the intelligence, flexibility and scalability of Cisco's leading IP-based call center technology." IBM eServer xSeries Tested to Run Cisco CallManager In a related note, Cisco CallManager, a component of IPCC, has been tested and made available by Cisco to run on IBM's Intel®-based eServer systems. CallManager is the software-based call-processing component of the Cisco enterprise IP telephony solution and a product enabled by Cisco AVVID. Cisco CallManager software, installed on an IBM xSeries 330 or 340, extends enterprise telephony features and capabilities to packet telephony network devices such as IP phones, media processing devices, voice-over-IP (VoIP) gateways and other multimedia applications. Additional data, voice and video services such as unified messaging, multimedia conferencing, collaborative IP contact centers and interactive multimedia response systems interact with the IP telephony solution through Cisco CallManager's open telephony application programming interfaces. IBM's scalable, industry standard servers are rack optimized to deliver powerful performance in the smallest package. IBM xSeries offers the high availability and reliability enterprises need to run Cisco CallManager in demanding IP-based contact centers. In addition, Cisco CallManager has been validated as IBM ServerProven® to assure it will run smoothly, quickly and reliably. Cisco CallManager for IBM eServer xSeries will be available from IBM Global Services on July 12, 2001. *Source: IDC report on Worldwide CRM Services Market Forecast and Analysis, 2001-2004, Page 20, Analyst: Katrina Menzigian -ends- About IBM IBM is the world's largest information technology company, with 80 years of leadership in helping businesses innovate. As one of Cisco's fastest growing global system integration partners, IBM has made significant investments in hardware development, software integration and consulting services readiness to deliver industry-focused solutions based on Cisco's portfolio of network products. The fastest way to get more information about IBM is through the IBM home page at http://www.ibm.com. Information on IBM's alliance with Cisco can be found at http://www.ibm.com/services/alliances/cisco IBM Global Services is the world's largest information technology services provider, with 2000 revenues of more than $33 billion. Services is the fastest growing part of IBM, with more than 148,000 professionals serving customers in 160 countries. IBM Global Services integrates IBM's broad range of capabilities -- services, hardware, software and research -- to help companies of all sizes realise the full value of information technology. For more information visit http://www.ibm.com/services. For further information: Bill Mew IBM Global Services Tel: 44 (0)20 72025769 E-mail: firstname.lastname@example.org Or Nicky Morgan / Adrian Bridgwater On behalf of IBM Tel: 01753 790700 Email: email@example.com / firstname.lastname@example.org ______________________________________________________________________ Click on the link below to see this news release as it appears on the Brodeur News Room website and obtain full contact details. http://www.brodeurnewsroom.com/asp/release.asp?rid=1540&cid=... ______________________________________________________________________ Click the link below to login and update your company and subject preferences, or personal details. http://www.brodeurnewsroom.com/asp/login.asp ______________________________________________________________________ Click on the link below to have your login details re-sent to you. http://www.brodeurnewsroom.com/asp/forgot.asp ______________________________________________________________________ This press release was distributed by ResponseSource Press Release Wire on behalf of Pleon in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.