Apps Run The World Apps Purchases

Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight
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.
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.
	Professional Services	7000	$1.7B	United States	Cisco Systems	Cisco SD-WAN	SD-WAN	2017	n/a
	Professional Services	19000	$5.6B	United States	Cisco Systems	Cisco Unified Contact Center Enterprise	Call Center,Customer Experience	2017	n/a
	Professional Services	2900	$6.0B	United Kingdom	Cisco Systems	Cisco Unified Contact Center Enterprise	Call Center,Customer Experience	2016	n/a
	Professional Services	1321	$208M	Japan	Cisco Systems	Cisco Unified Contact Center Enterprise	Call Center,Customer Experience	2013	n/a
	Professional Services	1500	$350M	Vietnam	Cisco Systems	Cisco Video Contact Centre	Audio Video and Web Conferencing	2017	n/a
	Professional Services	20	$2M	Sweden	Citrix	Citrix Cloud	Digital Workspace	2018	n/a
	Professional Services	150	$22M	United States	Citrix	Citrix Cloud	Digital Workspace	2018	n/a
	Professional Services	400	$33M	Australia	Citrix	Citrix SD-WAN	SD-WAN	2018	n/a

Logo

Customer

Industry

Empl.

Revenue

Country

Vendor

Application

Category

When

VAR/SI

Insight

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.

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.