Dominican Republic: Rococo Investments aims to expand its business with Cisco contact centre solution 

Rococo Investments Inc., one of the Dominican Republic's largest contact center service providers, has selected Cisco® technology to renew its communications infrastructure.

The Cisco Unified Contact Center Enterprise solution will enable the company to support up to 1,700 contact center agents while delivering intelligent contact routing, call treatment, network-to-desktop computer telephony integration and multichannel contact management over an Internet Protocol (IP) infrastructure.

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This solution will allow Rococo Investments to serve its clients at a higher speed, through the incorporation of IP voice gateways to transport calls in an effective way and minimize the response time for clients on hold. It will also provide each agent with more information about each client's profile, to enhance the customer service experience.

Rococo Investments is a premier data solutions company and business process outsourcing provider with operations in Santo Domingo, Dominican Republic. It chose the Cisco Unified Contact Center Enterprise solution, version 7.5, to power its contact center platform and expand its business, reaching a broader range of customers with more speed and enhanced security.

Cisco Unified Contact Center Enterprise allows Rococo Investments to smoothly integrate inbound and outbound voice applications with Internet applications such as real time chat, Web collaboration and e-mail.

This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen. Since each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.

The technology implemented will also include a Workforce Management solution from Nice Systems, providing recording capabilities for all inbound and outbound communications. The solution implementation will be lead by ITS, a Cisco Gold Certified Partner in Central America and the Caribbean.

John Canaday, general manager for Cisco Puerto Rico and Dominican Republic, said: "The project will deliver a next-generation contact center solution that is highly scalable, flexible and reliable, with the high availability necessary to serve Rococo's business requirements. Cisco´s Contact Center architecture will help it meet the communication needs of a growing business, reduce costs, and encourage new services and features, which will help increase the productivity of its employees."

Jon Carlson, general manager for Rococo, said: "Quality and the recognition of Cisco's technologies were two key aspects at the moment of making a decision about the deployment of a new solution. One of the key technological improvements will be the availability to grow with this solution, since we will be able to expand our services in accordance with the demand required by any service agreements we may reach, without the need to acquire new equipment and technology."

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Cisco, (NASDAQ: CSCO), is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Information about Cisco can be found at http://www.cisco.com.

Category: Call Centre Solutions

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Added By: Lee Timmins on 09th Sep 2009 - 01:00
Number of Views: 820