Nestle Waters North America Receives Cisco's 2000th IP Contact Center Solution

SAN JOSE , Calif. - Nestle Waters North America chose Cisco IPCC Enterprise Edition to distribute calls and create a Customer Interaction Network across two sites to provide customer service.

In order to meet the demands of its various customers - particularly home and office delivery customers - Nestle Waters employs approximately 300 customer service agents across two geographically dispersed sites.

 

"With Cisco's IP-based contact center solutions we are able to offer our customers self-service options that are completed in a much more natural and conversational manner than they were in the past," said Kurt Mey, national technology manager for Nestle Waters North America, Inc. "No matter where a customer might be located, the location of our distributed agents is transparent, adding to the ease and efficiency of transactions."

 

Nestle Waters North America had previously deployed Cisco Customer Voice Portal (CVP) and Cisco Intelligent Contact Manager (ICM), both of which interoperated with Nestle Waters North America's circuit-switched call centers and served as migration technology to the Cisco IPCC.

 

"The transition from our old system to Cisco IPCC was seamless. With Cisco ICM and Cisco CVP already in place, cutting over to Cisco IPCC was a snap," added Mey. "With more efficient customer service representatives and better distribution of calls across our Customer Interaction Network, the Cisco solution has already delivered impressive return on investment (ROI) for us."

 

"Cisco is one of the leading vendors of IP-based contact center solutions available on the market today," said Katrina Howell, strategic analyst and program manager at Frost and Sullivan. "Customers can now more efficiently balance their call load and create virtual call centers to provide superior customer service and satisfaction."