Cisco and CTI introduce a new product — Contact Center on Demand.
During the press conference on «The first on demand service based on Cisco solution in the Russian market» taken place on September 16 in Moscow, CTI and Cisco have revealed new product — Contact Center on Demand, built on the CCaaS (Contact Center as a Service) model.
This solution enables customers to leverage the modern complex with automated customer service system while saving on infrastructure exploitation, support and maintenance.
The Call Center on Demand service was created on the base of Cisco UCCE (Unified Contact Center Enterprise) solutions and allows Russian companies to quickly deploy its own contact center and expand its functionality with minimum investment and cost of ownership.
Russian customers can now enjoy Contact Center On Demand benefits such as rental (not purchasing) equipment and software licenses, no connection fees, scalable quantity of agents, 24-hour technical support included in the subscription fee, flexible integration with CRM systems, and etc..
On the next stage, CTI is going to complete services offering with new solutions: Unified Communication On Demand, Service Desk On Demand, video conference and secure office.
Oleg Schapov, Chief Executive Officer of CTI, introduces market analysis report that provides information on how rapidly the volume of global IP and video traffic is growing. By the year 2016 it is expected that video content with total duration of 1 000 000 minutes or 674 days to be transmitted via the Internet every second.
A look into the future: 2016
- Russian market volume is $460 bln, IDC 2013
- World IP traffic volume exceeds 4 zettabytes, two thirds of which goes to cloud traffic, Cisco IBSG, 2012
- Video content with total duration of 1 000 000 minutes or 674 days is transmitted via the Internet every second
- About 40% of companies in the world will discard corporate devices in favor of BYOD solution
At the same time, the market sees changing model of IT service delivering in unified communications. In 2013, Cisco experts noted a significant increase in demand for services on Demand 41%, while the standard model shows the growth of 12%, and outsourcing model — 27%.
IT service delivery models breakout (2013)
Standard, Outsourcing, On Demand
IP telephony, Mobile applications, Mail, messages, Teleconference, Conference, Enterprise social network, Contact Center
«We had long way to go and carefully selected the partner before making decision to launch Contact center On Demand. Today CTI and Cisco are introducing the range of On Demand products, and I`m sure that we are able to center the confidence of our clients the quantity of which will grow every year,» commented Oleg Schapov, CTI CEO.
«We carefully studied specific aspects of the Russian market and customer preferences while developing our new services. As a result, we have developed various connection schemes that minimize requirements for data transmission channels and make it possible to store all important customer information within its own network using existing security policies control and to minimize the effect of its own investments in contact center. Our service will allow customers to focus on the business goals of its own contact center, and to receive all necessary technology and technical support from CTI to the extent that it is necessary at the moment,» said Platon Begun, the Head of Contact Centers direction of CTI.