List of Cisco Packaged Contact Center Enterprise Customers
Cisco Systems
170 West Tasman Drive,
San Jose, 95134, CA,
United States
San Jose, 95134, CA,
United States
1 408-526-7209
Professional Services
90400
$53.8B
Since 2010, our global team of researchers has been studying Cisco Packaged Contact Center Enterprise 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 Packaged Contact Center Enterprise for Call Center, Customer Experience 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 Packaged Contact Center Enterprise for Call Center, Customer Experience include: Marsh United Kingdom, a United Kingdom based Insurance organisation with 3000 employees and revenues of $800.0 million, Opus Energy, a United Kingdom based Utilities organisation with 835 employees and revenues of $490.0 million, NHS 111, a United Kingdom based Professional Services organisation with 3000 employees and revenues of $300.0 million and many others.
Contact us if you need a completed and verified list of companies using Cisco Packaged Contact Center Enterprise, 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 software purchases.
The Cisco Packaged Contact Center Enterprise 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 software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
Marsh United Kingdom | Insurance | 3000 | $800M | United Kingdom | Cisco Systems | Cisco Packaged Contact Center Enterprise | Call Center,Customer Experience | 2018 | n/a |
In 2018 Marsh United Kingdom implemented Cisco Packaged Contact Center Enterprise as its core Call Center,Customer Experience platform. The deployment was led from an EMEA design authority and covered a multi-cluster Cisco voice estate supporting three Cisco clusters, over 130 sites and approximately 25,000 users, positioning Cisco Packaged Contact Center Enterprise to serve enterprise contact routing and agent operations across Marsh and McLennan Companies in the region.
The implementation of Cisco Packaged Contact Center Enterprise included contact center modules and agent tooling such as PCCE 10.X, UCCX capabilities where used, Cisco Finesse agent desktops, IVR and CVP call flow orchestration, and CUIC reporting. The broader UC estate was configured alongside CUCM 11.x, Cisco Unity Connection voicemail, Jabber softphones and ARC operator consoles, enabling unified call handling and operator console functionality consistent with Call Center,Customer Experience operations.
Integrations were executed at the application and network layers, integrating outbound dialer functionality via Acqueon, CRM integrations through Upstream UWF patterns, and wallboard visualization with 2Ring. Voice monitoring and compliance integrations included Prognosis UC monitoring, TIGER PRISM call logging, NICE voice recording, and SIP connectivity using Orange SIP trunking and Cisco CUBE elements. The contact center also incorporated voice and chat bots and attention to PCI Compliance for payment related voice interactions.
Governance and operational process work accompanied the technical deployment, with new documentation and standardized installation and change processes introduced to reduce implementation complexity and installation time. The UC engineering lead transitioned the team to a proactive operating model, instituting regular sessions with business lines to align roadmap requirements and establishing the internal voice team as the primary point of contact for voice related services. Support and training programs were provided for colleagues across the EMEA region to operationalize the platform.
Explicit operational outcomes recorded in program notes included a reduction in installation time and complexity through standardized procedures and improved business engagement resulting from proactive governance. Ongoing responsibilities included design authority oversight of voice services, assessing regulatory impacts such as PCI Compliance, and maintaining integrations across call logging, recording, outbound dialing and CRM systems to sustain the Cisco Packaged Contact Center Enterprise deployment.
|
 |
NHS 111 | Professional Services | 3000 | $300M | United Kingdom | Cisco Systems | Cisco Packaged Contact Center Enterprise | Call Center,Customer Experience | 2020 | n/a |
In 2020, NHS 111 implemented Cisco Packaged Contact Center Enterprise as part of a broader Webex Suite deployment to support Call Center,Customer Experience operations. The deployment targeted the NHS 111 service operated by Integrated Care 24, consolidating contact center capabilities across three call centers that deliver urgent care services in the south and east of England.
Cisco Packaged Contact Center Enterprise was configured alongside Cisco Unified Communications Manager and the Webex App to provide agent desktop capabilities, secure call recording and tracking, and enterprise contact routing for multi-skilled clinical teams. The implementation also incorporated Webex Meetings, Webex Messaging, Webex Room Kits and Boards, Expressway, Slido, and a Flex licensing model to enable synchronous collaboration, screen sharing, and virtual workspaces for case coordination.
Integrations were implemented with operational systems explicitly cited in the deployment, including the CLEO patient management solution, third party file storage, corporate calendars, and CRM systems, enabling recorded communications and case metadata to be associated with patient records. Operational scope included enabling approximately 600 staff to work remotely, maintaining continuity across all three call centers, and supporting specialist escalation paths from agents to clinicians and emergency responders.
Tesrex, as the local Cisco partner, orchestrated the transition and advised on room systems and governance, enabling new workflows such as persistent team spaces, chat-led specialist groups, and structured meeting and voting workflows. Outcomes documented in the deployment include increased resilience and scalability of the NHS 111 service, continuity of operations during surge conditions, and reported customer satisfaction improvements for Integrated Care 24 with CSAT increasing 11 percent while national scores decreased 2 percent.
|
 |
Opus Energy | Utilities | 835 | $490M | United Kingdom | Cisco Systems | Cisco Packaged Contact Center Enterprise | Call Center,Customer Experience | 2016 | BrightCloud |
In 2016 Opus Energy implemented Cisco Packaged Contact Center Enterprise to modernize its customer contact operations within the Call Center,Customer Experience category, replacing Mitel Contact Center. The decision was driven by a requirement for a full Customer Experience Solution and the selection of Gartner Magic Quadrant leader Cisco to deliver a unified suite for contact center operations.
The deployment included Cisco Packaged Contact Center Enterprise as the central routing and agent platform, a Cisco high availability voice infrastructure for resiliency, and an omnichannel Finesse agent experience. The implementation incorporated integrated Work Force Optimization and Work Force Management capabilities to support quality monitoring, recording and workforce scheduling workflows, and was delivered as a cohesive Customer Experience Solution suite.
BrightCloud served as the system integrator for the project, executing configuration, integration and rollout activities. Operational scope focused on Opus Energy contact center and customer service teams in the United Kingdom, with governance changes centered on centralized workforce management and quality assurance processes enabled by the integrated WFO and WFM modules.
|
Showing 1 to 3 of 3 entries
Buyer Intent: Companies Evaluating Cisco Packaged Contact Center Enterprise
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Cisco Packaged Contact Center Enterprise. Gain ongoing access to real-time prospects and uncover hidden opportunities.
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||
FAQ - APPS RUN THE WORLD Cisco Packaged Contact Center Enterprise Coverage
Cisco Packaged Contact Center Enterprise is a Call Center, Customer Experience solution from Cisco Systems.
Companies worldwide use Cisco Packaged Contact Center Enterprise, from small firms to large enterprises across 21+ industries.
Organizations such as Marsh United Kingdom, Opus Energy and NHS 111 are recorded users of
Cisco Packaged Contact Center Enterprise for Call Center, Customer Experience.
Companies using Cisco Packaged Contact Center Enterprise are most concentrated in Insurance, Utilities and Professional Services, with adoption spanning over 21 industries.
Companies using Cisco Packaged Contact Center Enterprise are most concentrated in United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Cisco Packaged Contact Center Enterprise across Americas, EMEA, and APAC.
Companies using Cisco Packaged Contact Center Enterprise range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 66.67%, and global enterprises with 10,000+ employees - 0%.
Customers of Cisco Packaged Contact Center Enterprise include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Cisco Packaged Contact Center Enterprise customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center, Customer Experience.