Italian Service Provider Transforms Customer Contact Center

Provided by: Cisco
Topic: Enterprise Software
Format: PDF
One of Italy's leading service providers, WIND offers wireline, mobile and IPTV services primarily to consumers, but increasingly also to businesses. Their challenges are to reduce capital expenditure, improve efficiency, productivity and application response time and reduce time to implement new contact center site or add agents. They chose Cisco to overcome these challenges. They have implemented Cisco desktop virtualization solutions based on the Cisco unified computing system. The results of implementing Cisco were average call-waiting time reduced by 40 percent, agent productivity increased by 20 percent and customer relationship management workflow cut by 40 percent, normal service requests completed 35 percent faster.

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