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TechRepublic Resources
- Security Best Practices for Cisco Intelligent Contact Management Software Release 5.0(0)
- This paper describes security hardening configuration guidelines for Cisco ICM software Release 5.0(0) in the Microsoft Windows 2000 Server environment. The term ""ICM software"" includes IPCC Enterprise Edition, ICM Enterprise Edition, ICM Hosted Edition, and IPCC Hosted Edition. Optional ICM applications applying to these server configurations are also addressed here,...
- Tags: Software, Security, Cisco Intelligent Contact Management, Cisco Systems Inc.
- White papers 2004-04-01
- A Technical Brief on Cross Platform Integration: Interoperability of Avaya Integration Center, Cisco Intelligent Contact Management and Siebel 7
- This white paper describes the success of the new engineers and tools in working with a $29B global insurance firm to demonstrate full interoperability between Avaya’s Interaction Center IC 6.0, Cisco’s Intelligent Contact Management ICM software, and the Siebel 7 CRM application. At the conclusion of the trial, the Avaya...
- Tags: Interoperability, Contact Management, Siebel 7, Siebel Systems Inc., Cisco Intelligent Contact Management, Cisco Systems Inc., Avaya Inc., Integration, Customer Relationship Management (CRM), Call Centers, Enterprise Software, Software, It Operations
- White papers 2003-11-01
Additional Resources
- Cisco Unified Intelligent Contact Management Reduces Outsourcing Costs by Improving Contact Center Management and Support
- This case study describes how Cisco Systems has reduced costs and increased flexibility for certain calls outsourced to contact centers located around the world. This result was achieved by a newly designed implementation of a Cisco Customer Voice Portal, Cisco Pre-Routing features, and a Cisco ICM-to-ICM system link to handle...
- Tags: Contact Management, Contact Center, Outsourcing, Cisco Systems Inc.
- Case studies 2007-12-19
- Cisco 7800 Series Media Convergence Servers - IBM Server Solutions
- Cisco Systems introduces software applications from the Cisco Unified Communications system of products that will install on specific customer-provided IBM xSeries 306m or 346 servers. Applications available in this manner include: Cisco Unified CallManager, Cisco Emergency Responder, Cisco Unified MeetingPlace, Cisco Unified MeetingPlace Express, Cisco Conference Connection, Cisco Unified Contact...
- Tags: Server, Cisco Systems Inc., Convergence, IBM Corp.
- White papers 2006-04-01
- How Cisco IT Migrated Call Centers to IP Contact Center
- Cisco was rapidly growing as a company, particularly through acquisitions. With this growth came the need to manage diverse call centers, each with different systems, operating procedures, and business focus. Cisco business and call center managers faced several challenges, including: costly, inefficient call handling, inconsistent service to callers, inconsistent reporting...
- Tags: Call-center, Information Technology, IP, Cisco Systems Inc., Call Centers, It Operations
- Case studies 2007-12-13
- Cisco Web Collaboration Option
- Contact center is about more than just handling inbound telephone calls - it is about fully integrated, multi-channel customer interaction. The Cisco Intelligent Contact Management ICM and Cisco IP Contact Center IPCC Enterprise and Hosted Edition solutions enable the business to implement a single solution to transparently blend multiple communication...
- Tags: Web-based Collaboration, Collaboration, Contact Center, Cisco Systems Inc.
- White papers 2005-05-01
- How Cisco IT Integrated Web Collaboration Into the Technical Assistance Center
- Given the importance of network reliability to businesses, quick and easy customer support provided by highly knowledgeable support engineers is a crucial need. Cisco Systems customers have come to rely on the Cisco Technical Assistance Center TAC for technical support in managing their Cisco-powered networks, from the front-line support of...
- Tags: Web, Web-based Collaboration, Information Technology, Cisco Systems Inc., Cisco Technical Assistance Center
- Case studies 2007-12-18
- How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network
- When Cisco Systems acquired Irvine, California-based Linksys Group, Inc. in mid-2003, Cisco IT acquired an unprecedented challenge: integrating a contact center whose volume surpassed that of the other 60 Cisco contact centers combined. Linksys needed a scalable call center solution that also would drive operational efficiencies over the long term....
- Tags: Network, Information Technology, Contact Center, IP, Cisco Systems Inc., IP Network, Linksys Inc., Call Centers, It Operations
- Case studies 2007-11-19
- Cisco MDS 9000 Intelligent Fabric Applications
- Since the inception of the Cisco MDS 9000 family of Storage Area Network SAN switching products, Cisco has been at the forefront of intelligent fabric applications innovation and has successfully transformed its vision of embedded SAN integrated fabric services into a reality. In particular, Cisco has delivered innovative, market-leading SAN...
- Tags: SAN, Cisco Systems Inc., Storage, Storage Area Networks (SAN), Hardware
- White papers 2007-07-01
- Cisco MDS 9000 SAN-OS Software Reference Guide
- Cisco MDS 9000 SAN-OS Software is the operating system software for the Cisco MDS family of multilayer directors and fabric switches. It delivers intelligent storage networking features such as nondisruptive upgrades, multiprotocol integration, Virtual Storage Area Networks VSANs, advanced traffic management, sophisticated diagnostics, stateful high availability, and unified SAN management....
- Tags: Software, Cisco Systems Inc., Cisco MDS 9000 SAN-OS Software, Storage, Hardware
- White papers 2007-01-01
- Security news roundup: October 19
- Here's a collection of recent security vulnerabilities and alerts, which include new versions of Miranda and Firefox that fix a number of security vulnerabilities as well as news of multiple vulnerabilities in Cisco hardware and software products. Â New version of Miranda fixes vulnerabilities A...
- Tags: Mozilla Firefox, Vulnerability, Cisco Systems Inc., Security, Paul Mah
- Blog posts 2007-10-19
- Cisco Systems Intelligent Gigabit Ethernet Switch Module for IBM eServer BladeCenter
- This paper will help readers plan, install, and configure the new Cisco Systems Intelligent Gigabit Ethernet Switch Module for several network topologies. The topology examples are provided in this paper for demonstrating a number of ways to perform the integration of the switch module into different networks. The paper also...
- Tags: Ethernet, IBM eServer BladeCenter, IBM eServer, Gigabit Ethernet, Cisco Systems Inc., IBM Corp., Blade Servers, Servers, Hardware
- White papers 2004-05-11
- Deployment of Cisco Enterprise Class Teleworker Solution
- The Cisco Enterprise Class Teleworker solution is a highly scalable Cisco IOS Software-based solution that securely integrates the network infrastructure, management infrastructure, managed services, and applications across the entire enterprise, including LAN, WAN, branch, and teleworker locations. The solution is an integral part of the Cisco Service-Oriented Network Architecture SONA,...
- Tags: Cisco Systems Inc., Cisco Enterprise Class Teleworker Solution
- White papers 2006-08-01
- A Common Sense Approach to Intelligent Workforce Management
- No one knows better than today's call center and contact center managers how their work has increased in complexity. They must beat the competition by delivering the highest-quality customer satisfaction while still keeping operating costs down. To succeed in today's faster-paced contact center environments, managers are turning to automated tools,...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), Workforce Management, Recruitment & Selection, It Operations, Enterprise Software, Software, Human Resources
- White papers 2005-01-01
- Scale and Personalize Broadband Security Services
- Threats to network security are growing and varied. Service providers must provide effective security to protect against viruses, worms, botnet attacks, Distributed-Denial-of-Service DDoS attacks, SPAM, and phishing. Cisco network-based security solutions provide far more protection than PC software, which is often inconsistently deployed and updated by consumers. This paper describes...
- Tags: Broadband, Cisco Systems Inc., Security
- White papers 2007-05-01
- ICM Engineer needed
- I am looking for a Cisco Intelligent Contact Management ICM Engineer for a long term project in Irvine, CA. If anyone knows of anyone in the telecom industry that could help me with this need, or if you have any information on how to locate these individuals, that information...
- Tags: Telephony, amangrello@..., ICM
- Discussion threads 2007-03-26
- Cisco IPCC Express Edition (Cisco IPCC Express)
- The Cisco IP Contact Center Express Edition formerly Cisco IP ICD product provides the functionality, ease of implementation, and price/performance that midsized contact centers demand of an advanced contact center solution: automatic call distribution ACD, interactive voice response IVR, and computer telephony integration CTI on a single platform. Offering a...
- Tags: Computer Telephony Integration, Computer Telephony, Contact Center, Cisco Systems Inc., Telephony, Networking
- White papers 2003-03-01
- Cisco Catalyst® Switching Solutions Guide - Intelligent Switching for the Evolving Network
- A network is, and probably always will be, a work in progress. Companies grow, requirements change, and new applications emerge, presenting opportunities for even greater efficiency and productivity. Cisco Catalyst switches are designed to make those transitions almost effortless. They provide stability in an ever-changing landscape,...
- Tags: Cisco Catalyst, Network, Cisco Systems Inc., Networking
- White papers
- Novo Nordisk Expects to Save US$1.4 Million With an IP Telephony and Finance Solution Based on Cisco's Intelligent Networking
- Novo Nordisk is a world leader in diabetes care and has a leading position within areas such as haemostasis management, growth hormone therapy and hormone replacement therapy. Novo Nordisk had been tracking IP telephony - through its IT subsidiary NNIT - to calculate the optimum time to make its technology...
- Tags: Telephony, Network, IP Telephony, IP, Finance, Cisco Systems Inc., Novo Nordisk, Telecommunications
- Case studies 2006-06-02
- European Customer Demand for Cisco Virtualized Data Centre Solutions Drives Adoption of Intelligent Fabric Applications
- As major European customers are looking to consolidate SAN islands and increase central disk utilization, network-hosted storage virtualization services for the Cisco MDS 9000 helps to deliver scalable and manageable solutions for the customers in the future. European customers are finding great benefit in deploying intelligent fabric-based applications that take...
- Tags: Cisco Systems Inc., EMC Corp., BT Global Services, Storage, Hardware
- Case studies
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