SOLIDEX and Cisco in the Computerworld's conference

05.04.2007

On the 3rd and 4th of April SOLIDEX together with Cisco Systems attended the conference "Let's keep in contact" dedicated to Call/Contact Center solutions. As a substantive event partner SOLIDEX presented Cisco IPCC Express technology, which was previously implemented for the mobile telephony operator - P4 company. In addition there was being simultaneously performed a practical demonstration of the Call Center solution by Cisco Systems at the SOLIDEX stand. It was then supplemented with a theory session led by the representative of the Cisco Systems, who explained the influence of the new business models on the structure of the Call Center systems and their development in the future.

The events organized periodically by the Computerworld are very popular among IT managers as well as staff members responsible for customer service. Every meeting is a great opportunity to exchange knowledge and valuable experience in the field of modern information technology.
The conference provided the coverage of such subjects as:  

• The most interesting technological trends according to Call/Contact Center Solutions,
• IP telephony and its cooperation with Call/Contact Center systems,
• Is it better to establish your Call/Contact CenterC as a separated structure or to make it a part of the whole company's IT system?,
• Managing Call/Contact Center employees: how to motivate agents and how to measure their effectiveness,
• Managing a Call/Contact Center,
• Multi-channel communications with a customer,
• Importance of CRM systems and their integration with a Call/Contact Center,
• Building and managing databases in a Call/Contact Center,Help Desk - a CC for your company's internal demands,Advantages and disadvantages of external Call/Contact Centers.

In order to meet market competition many companies establish a special unit concentrated on customer service. Usually the customer service departments are being set inside a company, less often, as a result of outsourcing, such structure is situated outside of an enterprise. A Call Center is a unit dedicated to provide customer service using telephony, whereas a Contact Center uses also other channels of communications.

SOLIDEX implemented the integrated ICT system for the Call Center management, namely Cisco IP Call Center. The crucial asset of the new system is possibility to distribute calls to several separated Call Centers, and then among agents according to the criteria set previously. It enabled to reduce the load of phone calls and to strengthen the IP Call Center effectiveness. Technological diversification (two integrated technologies) and redundancy of elements used in implementation increased total security of the system and also gave the company new opportunities for the future.

Thank you very much for your numerous participation.