Cisco is announcing this week a number of new customer wins for its contact center solutions product line. Several new customers have deployed products from the Cisco Customer Collaboration suite, including Cisco Unified Contact Center Enterprise, Cisco MediaSense, and the Cisco SocialMiner solution. These new customers include the American Automobile Association (AAA), healthcare solutions company CareCore National, and Skowhegan Savings Bank, an independent mutual savings bank based in Maine.
Through the use of Cisco Customer Collaboration solutions, AAA, CareCore National and Skowhegan Savings Bank are increasing efficiency while providing the best customer care possible, said Cisco, which aims to help client businesses and organizations elevate their customer care by combining traditional contact center technology and processes with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics.
The AAA sought Cisco's contact center solutions for consistent processing, training and call quality monitoring and scoring. By integrating Cisco's customer relationship management solution, AAA is able to associate call recordings and screen captures with the appropriate member's records, all while saving an average of 45 seconds per call by proactively presenting agents with comprehensive customer information during the call.
“Our members communicate with us in a number of ways and regardless of the channel they use, we want to be able to get that member to the best associate, whether in one of our brick-and-mortar locations, or in one of our call centers,” said Bob Leach, CIO of AAA. “However, we realized that we had a major gap between our vision and the technology we had to get us there. With Cisco, we are able to provide high-quality interactions to any of our 750 handsets anywhere within minutes.”
CareCore is using Cisco's Unified Contact Center Enterprise to route physician contacts to the best available health plan resource, streamlining communications to improve the physician's experience while reducing costs. The company is using Cisco MediaSense to efficiently record conversations on the network for regulatory compliance and to potentially mine for business intelligence to improve customer interactions and processes.
Skowhegan Savings Bank recently deployed Cisco SocialMiner, a social media customer care solution, in order to respond to customers and prospects communicating through public social media channels. By enlisting the help of Cisco's SocialMiner, Skowhegan is able to monitor conversations surrounding its brand without incurring too much of a contact center agent's time, allowing them to focus on building deeper relationships with customers.