The Call of IP?
Cisco has been heavily pushing AVVID (Architecture for Voice, Video, and Integrated Data), a completely IP-powered call center, as the proper nexus of a CTI-linked CRM operation.Cisco has been heavily pushing AVVID (Architecture for Voice, Video, and Integrated Data), a completely IP-powered call center, as the proper nexus of a CTI-linked CRM operation. Yet Certive brushed off the IP contact center pitch, favoring proven voice hardware in its contact center design. John Gallagher, Certives technical operations manager, didnt hear a compelling case for an all-IP contact center while making technology decisions in late 2000. "While Cisco could demonstrate that they could place calls via IP, they couldnt demonstrate queuing and ACD (automatic call distribution) functions at the time, and we had an existing Avaya system that could do that," he says. The Avaya PBX controls the master queues at Certive, because Ciscos ICM (Intelligent Contact Manager) product "was originally written to understand what queues are doing, but not a specific agent," and so could not provide pinpoint-precise routing to Certives liking, says Gallagher.
Cap Gemini Ernst & Young senior manager Liz Duenas says that while Gallaghers assessment was correct, Cisco has since improved matters. "When you use ICM, you can queue down to a specific agent group, not down to a specific agenthowever, when you use IPCC and you use Cisco CallManager instead of a traditional PBX, one of the capabilities is to be able to route down to a specific agent."