Phoenix deploys Cisco CRM sol

NEW DELHI: Phoenix Global Interactions has deployed an IP-based contact center (IPCC) solution from Cisco Systems, in Bangalore. Phoenix has implemented the entire suite of Cisco's IPCC solutions and has replaced its traditional PBX with a Cisco IP Telephony system.

Phoenix plans to scale up its contact center to 5,000 seats in the next five years. Cisco's IP telephony and IPCC technology includes components such as Cisco Call Manager software, Cisco IP Phones, Cisco Intelligent Contact Management (ICM), Cisco IP Interactive Voice response (IVR), Cisco CTI Desktop, Cisco Collaboration server, the Cisco Catalyst 6513 switch and Cisco Queue Manager.

Cisco's IPCC solution would provide Phoenix with a scalable and reliable architecture that would enable the company to deliver next generation applications. These include text chat, collaborative voice, web browsing and automated e-mail management.

Phoenix has also deployed Cisco's IGX WAN switch to connect its contact center to the local PSTN for local and long distance calls. The IGX WAN switch also terminates voice traffic at the India end of the international private leased circuit.

The introduction of new applications would enable Phoenix Global Interactions to offer its customers superior service on a simple and manageable infrastructure for its operations. New world applications such as IP Telephony as well as enhanced supervising software will help Phoenix enhance the customer experience.

Additionally, Cisco IPCC solution provides a clear roadmap for Phoenix to enhance their customer service through value-added customer contact & customer relationship management services thus taking into account the cost and efficiency benefits.