List of Cisco Unified IP Interactive Voice Response Customers
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Since 2010, our global team of researchers has been studying Cisco Unified IP Interactive Voice Response 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 Unified IP Interactive Voice Response for Call Center, Customer Support 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 Unified IP Interactive Voice Response for Call Center, Customer Support include: Concentrix, a United States based Professional Services organisation with 450000 employees and revenues of $9.62 billion, UK Shared Business Services Ltd., a United Kingdom based Government organisation with 609 employees and revenues of $52.0 million and many others.
Contact us if you need a completed and verified list of companies using Cisco Unified IP Interactive Voice Response, 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Concentrix | Professional Services | 450000 | $9.6B | United States | Cisco Systems | Cisco Unified IP Interactive Voice Response | Call Center,Customer Support | 2010 | n/a | In 2010, Concentrix implemented Cisco Unified IP Interactive Voice Response as a Call Center,Customer Support solution for its contact center technology stack. The Cisco Unified IP Interactive Voice Response deployment was integrated into the company telephony competency to provide voice self service, interactive call routing, IVR scripting and session control for agent-assisted escalation workflows. Configuration centered on Cisco Unified IP Interactive Voice Response voice application servers and integration with Cisco UCCE 8.0 CallManager, IPIVR components, CCX and Mobile Agent capabilities noted in the environment. The implementation incorporated agent desktop delivery via Citrix XenApp 4.5 and virtualized infrastructure on VMware ESXi and Cisco Unified Computing Servers, with server maintenance, imaging and provisioning processes driven by FOG imaging and standard WSUS patching. The telephony architecture tied Cisco voice gateways and routers into existing networking and QoS frameworks, with troubleshooting practices for Cisco Voice Gateway and router protocols. Integrated systems explicitly included Nice Perform call recording, Totalview Workforce Management, Synthesys CRM and KANA for case handling, Active Directory for authentication, Asterisk PBX presence and perimeter security appliances such as Cisco IronPort, Bluecoat proxy and Trend Micro antivirus on servers. Operational governance emphasized systems security, business impact analysis, disaster recovery planning, data integrity and recovery, and risk assessment as part of the rollout and ongoing operations. The implementation was aligned to call handling, recording and workforce management processes within contact center operations, with documented server setup, maintenance and telephony troubleshooting capabilities maintained by the internal networking and telephony teams. | |
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UK Shared Business Services Ltd. | Government | 609 | $52M | United Kingdom | Cisco Systems | Cisco Unified IP Interactive Voice Response | Call Center,Customer Support | 2015 | n/a | In 2015 UK Shared Business Services Ltd implemented Cisco Unified IP Interactive Voice Response as its primary Call Center,Customer Support application to centralize inbound telephony for the service desk. The Cisco Unified IP Interactive Voice Response deployment functioned as the front end for voice intake, handling call routing and automated self service prompts while feeding incidents into the Service Desk intake workflow that supported an approximate 15,000 user customer base in the United Kingdom. This placement positioned the application as the central telephony channel alongside email and web portal intake. The implementation included core IVR capabilities typical of Call Center,Customer Support environments, including multilayer menu trees, call queuing, automated routing to specialist queues, and voice prompted guidance for initial fault isolation. Cisco Unified IP Interactive Voice Response was used to capture call metadata and to create or augment incident records in the organisation's incident management system, ensuring consistent categorization and priority assignment for downstream triage. Agent facing functionality emphasized clear queue visibility and call allocation to the Service Desk team for initial diagnosis and escalation. Operational governance tied the IVR to existing Service Desk processes for incident management and SLA adherence, with procedural ownership assigned to the service desk managers and system administrators who maintained IVR prompts and queue configurations. Training and role management were part of ongoing operations, agents were trained to handle IVR originated calls and to maintain accurate ticket records, and the telephony channel was integrated into routine monitoring and reporting alongside email and portal channels. The relationship thereby linked UK Shared Business Services Ltd Cisco Unified IP Interactive Voice Response Call Center,Customer Support to core service desk functions and ITSM workflows. |
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