"Multinational corporations need a global, scalable solution. By combining Global Crossing's network and Cisco's customer contact software platform, enterprises with worldwide contact and operating centers are empowered with the services they need to cost-effectively manage customer interactions worldwide," said Brian Fink, Global Crossing's senior vice president of product development. "We are proud to be one of the first to receive the new Cisco Powered Network designation," said Fink. "By leveraging the Cisco customer contact software platform and Global Crossing's extensive IP network, customers can rapidly deploy leading edge solutions to engage, manage and retain their customers regardless of the method or frequency of contact."
The Cisco Network Application Manager (NAM) component of the Cisco customer contact software platform allows Global Crossing's Intelligent Network to connect to a customer's premise-based Cisco Intelligent Contact Manager (ICM) software deployment, providing Global Crossing with necessary information to route calls to appropriate call centers and agents.
"To attain the Cisco Powered Network Contact Center Services designation, Global Crossing has successfully tested and implemented their end-to-end hardware and software infrastructure based on Cisco technologies to help their customers take customer relationship management to the next level," said Eugene Lee, vice president of marketing for the Cisco Internet Communications Software Group. "As a result, Global Crossing customers deploying the Cisco customer contact software platform can utilize the company's seamless IP-based network to further enhance the capabilities of their call center environment."
With the new Cisco Powered Network designation, Global Crossing and Cisco will work together in areas of joint sales, marketing, and technology sharing to continually enhance their services and increase speed to market.
About the Cisco Powered Network Contact Center Services Designation
The Cisco Powered Network Contact Center Services designation is awarded to companies that are deploying the Cisco Intelligent Contact Manager (ICM) software or Cisco Network Applications Manager (NAM) software (the network hosted version of ICM) components of the Cisco customer contact software platform, to provide outsourced services for enterprise customers. Cisco ICM software provides enterprise-wide intelligent contact management by distributing voice and data from multiple channels - including IP networks, TDM networks, fax and email - to enterprise resources such as ACD and IVR systems, Small Office Home Office (SOHO) agents, and desktop applications. Cisco NAM software provides the ICM features as managed services that span the customer's and service provider's infrastructure. The Cisco NAM software supports a uniquely comprehensive range of IP- and TDM-based services for all types of network service providers and ASP's.
In addition to deploying Cisco ICM/NAM software as a hosted or outsourced service, in order to gain the Cisco Powered Network Contact Center Services designation a company needs to undergo a complete assessment of their end-to-end network architecture based on Cisco's data center, Wide Area Network (WAN), 'Last Mile' and Customer Premise Equipment (CPE) solutions.
Cisco Powered Network services give customers all the benefits of an end-to-end network; simplified, cost-effective network management; higher network availability; more reliable, scalable and secure services; and faster deployment of new world network services.
About Global Crossing
Global Crossing Ltd. (NYSE: GX) provides integrated telecommunications solutions over the world's most extensive global IP-based fiber optic network, which will have more than 100,000 route miles, reaching five continents, 27 countries and more than 200 major cities by mid-2001. Global Crossing serves many of the world's largest corporations, providing a full range of managed data and voice products and services. Global Crossing operates throughout the Americas, Europe, and the Asia/Pacific region, and provides services in Asia through its subsidiary, Asia Global Crossing. Please visit www.globalcrossing.com or www.asiaglobalcrossing.com for more information.