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<br />CISCO CUSTOMER CONTACT SOLUTIONS <br />Organizations continue to seek newer and more cost-effective ways to increase the speed and responsiveness of their customer care <br />organizations. With wide consumer acceptance of the Internet and real-time messaging, businesses must respond to consumer requests <br />across several channels-from voice to collaborative Web browsing to Web chat to e-mail. <br /> <br />Businesses are also interested in new virtual customer service capabilities that enable remote agents to be easily incorporated into the <br />contact center network. Regardless of location, from home or a branch office, access to remote agents reduces the cost of doing business <br />and enables access to specialized expertise. <br /> <br />Leading businesses are also considering the dramatic benefits of open standards in the new customer contact environment. Through easy <br />application integration, agents have greater opportunities for real-time exchanges with customers. This leads to quick, effective resolution <br />to problems or opportunities to suggest add-on sales---1:reating closer connections with customers and building customer loyalty. <br /> <br />Customer Interaction Networks and Customer Contact Solutions <br />Cisco Customer Contact solutions are defining the next chapter in customer service-the Customer Interaction Network. The Customer <br />Interaction Network is a combination of strategy and architecture that empowers efficient and effective customer communications across <br />an enterprise-wide, globally capable, highly available, distributed network that can deliver any application to any resource, in any medium, <br />anywhere. It offers superior flexibility by enabling organizations to draw from a broader range of resources to service customers, including <br />access to an unlimited pool of agents and multiple channels of communication, including customer self-help tools. <br /> <br />The Customer Interaction Network is responsive to today's Web-savvy customers who have grown accustomed to the immediacy of <br />performing Web searches, sending e-mail, and using instant messaging. These customers are increasingly conducting their service <br />inquiries using the Internet, and have an expectation of rapid response. Whichever way customers choose to contact a business-Web <br />collaboration, e-mail, voice, or text chat-the business can respond quickly in the channels its customers prefer. And the Customer <br />Interaction Network has the intelligence to route customer requests to the proper agent in the proper channel, with the information <br />needed to resolve the customer's request at that moment. <br /> <br />Unlike proprietary traditional automatic call distributor (ACD) systems, Cisco Customer Contact solutions are based on scalable, open <br />systems platforms. Businesses can easily configure the systems with third-parry components and back-end systems to create simple or <br />complex customer interactions that deliver tremendous value. <br /> <br />. Single, cost-effective Multi-service Network <br />. Availability and Resiliency via Clustering <br />. Enterprise-wide Scalability and Efficiency <br />. Any Application Supported Anywhere <br />. Integral support of Web Applications <br />. Functions Distributed Logically <br /> <br />Web Apps <br /> <br />;;" <br />"iJ <br /> <br />Routing Logic, CT!, <br />& Reporting Engine <br /> <br />"J:'t <br /> <br />':>-"', <br /> <br /> <br /> <br />Agents <br /> <br /> <br />CRM <br /> <br />PSTN,~<:, ;~ <br />" ~,. ,~ <br />",::_,t'~"'~,fIf' <br />'>':."-1.:""\,,_" _ ,~-_:'" <br />',.' - ':>~>f~~ _ _ .::-. __ - <br /> <br /> <br />~~",,:plI <br /> <br />Telephony <br />Software <br /> <br />Speech-enabled <br />Self-Service Apps <br /> <br />9 <br />