VoIP blogger Gokul is blogging that a regular reader let him know that Cisco lost to Nortel a deal to offer Mexico-based telecoms company Telmex with an IP telephony and multimedia services set up.
Gokul writes: “[Cisco failed] because of the huge overhead that came with their proposed solution. The many servers approach (Call manager, Hosted Unified contact Center) is just one of the reasons killing Cisco in this space.”
Gokul adds: “Cisco’s hosted solutions have quite a few chinks in their armour. Most hosted services look at browser based agent desktops and though CAD ( Cisco Agent Desktop) is available in a browser based edition, there are a few shortcomings. It does not have support for call control, very limited integration touch points with external applications, agent state is not available, supervisory monitoring is not available and outbound ( Dialer) is not supported. It can easily be argued that these can be built using Cisco’s CTIOS Toolkit, but the fact remains that the existing out of the Box CAD don’t have the needed features. Add to this the fact that Supervisor Desktop (CSD) is not web based ( it’s a thick client) and CAD cannot work with the traditional TDM ACDs, it pretty much closes a lot of doors for Cisco.”
Do you agree with Gokul?
