If you’re a member of LinkedIn you may have seen a question posted by an IT manager at a cable company asking whether anyone has had success with “a full blown Cisco CVP [Customer Voice Portal] to IPCC [IP Contact Center] (latest release) solution utilizing the CTIOS [Cisco Computer Telephony Integration Object Server] soft phone,” because he’s not come across a success story. He says in his research he’s noticed that major issues encountered “are related to call statistics reporting inconsistencies, desktop application QOS, intermittent call disconnects, static, agent administration, and agent frustration.”
One reader responded that “for larger call center applications, Cisco does not have the premier solution,” and suggests that “Avaya and even Mitel would have a pretty significant advantage.” Another reader who works at a bank said he has had “excellent success leveraging Cisco for core VoIP/telephony/UC (7000+ seats) however have not fully benchmarked contact center capabilities beyond IPCC express and Cisco ICM [Intelligent Contact Managment].”
Is is a fact that Cisco’s call center product can’t scale?
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