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    Enterprise IT at Cisco Case Study Customer Interaction Network Risk management. Overhaul call center processes to build state of the art Customer Interaction Network. Centralize all incoming calls into a globally managed set of contact centers. Use CiscoPs technology to route and escalate calls (in efficient manner). Improve customer experience while reducing expenses associated with handling and resolving calls.

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    Enterprise IT at Cisco Case Study Customer Interaction Network Risk management. Overhaul call center processes to build state of the art Customer Interaction Network. Centralize all incoming calls into a globally managed set of contact centers. Use CiscoPs technology to route and escalate calls (in efficient manner). Improve customer experience while reducing expenses associated with handling and resolving calls.

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    9 views5 pages

    Cisco Case

    Uploaded by

    pjhogus
    Enterprise IT at Cisco Case Study Customer Interaction Network Risk management. Overhaul call center processes to build state of the art Customer Interaction Network. Centralize all incoming calls into a globally managed set of contact centers. Use CiscoPs technology to route and escalate calls (in efficient manner). Improve customer experience while reducing expenses associated with handling and resolving calls.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    of 5

    Enterprise IT at Cisco Case Study Customer Interaction Network Risk Management

    Presented by: Steve Friederich Scott Hughes Ted Ashford Carey Manhertz

    Customer Interaction Network


    Proposal: Overhaul Ciscos call center processes Desire: Build state of the art Customer Interaction Network 1. Centralize all incoming calls into a globally managed set of contact centers 2. Use Ciscos technology to route and escalate calls (in efficient manner) 3. Improve customer experience while reducing expenses associated with handling and resolving calls

    Issues and Risks

    Issues:
    Benefits should accrue to many functions in company Wide scale impact Multi-million dollar expenditure

    Risks:
    Not realizing benefits in a timely manner Retraining hundreds of personnel Change management Number of dedicated resources needed Lack of support Lack of funding
    3

    Risk Mitigation Strategies Prototyping Simulation Alternative designs Evolutionary Development

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