List of Cisco Customer Journey Platform Customers
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Since 2010, our global team of researchers has been studying Cisco Customer Journey Platform customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Cisco Customer Journey Platform for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Cisco Customer Journey Platform for Call Center include: Office Depot Europe B.V., a Netherlands based Professional Services organisation with 6500 employees and revenues of $11.60 billion, American Red Cross, a United States based Non Profit organisation with 19000 employees and revenues of $2.91 billion, OceanX, LLC, a United States based Professional Services organisation with 500 employees and revenues of $13.0 million and many others.
Contact us if you need a completed and verified list of companies using Cisco Customer Journey Platform, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the CRM software purchases.
The Cisco Customer Journey Platform customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of CRM software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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American Red Cross | Non Profit | 19000 | $2.9B | United States | Cisco Systems | Cisco Customer Journey Platform | Call Center | 2016 | n/a |
In 2016, the American Red Cross implemented the Cisco Customer Journey Platform to standardize cloud contact center operations. The Cisco Customer Journey Platform is deployed in the Call Center category to support national service delivery and 700 local chapters, providing ongoing customer care to blood donors.
The deployment uses cloud-based SaaS contact center architecture, moving away from an on-premises call routing environment that was expensive to maintain and upgrade. The cloud architecture eliminates the requirement for permanent connections to distributed agents, enabling on-demand agent provisioning and rapid scale up and down during disaster events.
Operational scope includes national call center operations and chapter-level agent pools, with business functions focused on donor support, customer care, and disaster response staffing. Governance and process changes centered on staffing orchestration and simplified call routing, allowing the organization to bring agents online only when needed.
Explicit outcomes cited include lower ongoing costs and simplified call center operations driven by the SaaS model, and reduced operational complexity associated with maintaining permanent agent connections.
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OceanX, LLC | Professional Services | 500 | $13M | United States | Cisco Systems | Cisco Customer Journey Platform | Call Center | 2016 | n/a |
In 2016, OceanX, LLC implemented Cisco Customer Journey Platform to centralize visibility and control across its outsourced contact center operations. The deployment addressed a Call Center environment supporting approximately 3,000 agents operating at over 15 outsourcers, handling roughly 1.5 million calls per month for sales and service tied to direct response marketing.
Configuration emphasized real-time visibility and performance monitoring, with analytics designed to attribute incoming calls to specific vendors and marketing programs. The Cisco Customer Journey Platform was instrumented to deliver real-time reporting, vendor comparison analytics, agent performance metrics, talk-time analysis, conversion tracking, and controls to influence routing and handling workflows.
Operationally the implementation aggregated call and performance data from multiple outsourcers to create a single pane of glass for commercial and operations leaders. The solution covered both sales and service functions and was used to compare outsourcer performance for vendor management and program attribution.
Governance shifted toward standardized reporting and structured vendor performance oversight, with dashboards used to drive accountability and operational adjustments. Rollout emphasized instrumenting outsourcer data feeds and embedding analytics into regular vendor review cadences to enable faster corrective action.
As implemented, OceanX recorded explicit improvements including a 50% decrease in abandons, a 10% increase in conversions, and one million dollars in annual talk-time savings driven by vendor comparison analytics, and the OceanX contact center is today considered among the best in the industry.
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Office Depot Europe B.V. | Professional Services | 6500 | $11.6B | Netherlands | Cisco Systems | Cisco Customer Journey Platform | Call Center | 2016 | n/a |
In 2016 Office Depot Europe B.V. implemented Cisco Customer Journey Platform to centralize contact center operations and deliver Call Center performance management across its global estate. The deployment was positioned to address centralized visibility and consistent reporting needs across Office Depot business units that handle over 20 million customer interactions annually across 34 contact centers on four continents with more than 3,000 agents.
Cisco Customer Journey Platform was configured to provide centralized analytics, enterprise queuing and intelligent routing, call recording, and agent monitoring, aligning platform capabilities with standard Call Center functional workflows for performance management and service delivery. Configuration emphasized unified queuing and routing rules, centralized reporting cubes, and recording retention controls to standardize performance metrics and quality monitoring across sites.
The implementation architecture centralized operational control at headquarters while provisioning the platform across distributed contact centers, enabling cross-site routing and consolidated analytics without naming additional third party systems. Operational scope explicitly covered customer service centers and business customer support functions, with platform instrumentation for agent performance, queue management, and recording across the global contact center footprint.
Governance and rollout were executed rapidly, with the platform rolled out in less than 90 days and headquarters gaining centralized visibility for consistent performance management and reporting. Outcomes reported with the deployment included a dramatic reduction in call abandons, considerably lower speed of answer, and continued significant cost savings, reflecting improved operational control through the Cisco Customer Journey Platform in the Call Center environment.
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