AAA, CareCore National and Skowhegan Savings Bank Improve and Speed Interactions with Customers with Cisco Contact Center Solutions

Cisco Blends Telephony Technology with New Solutions to Help Companies Deliver Better, Faster and Targeted Customer Service

SAN JOSE, Calif., March 12, 2012 – Cisco today announced continued contact center solution momentum with a host of new customers that have deployed products from the Cisco® Customer Collaboration suite, including Cisco Unified Contact Center Enterprise, Cisco MediaSense, and the Cisco SocialMiner™ solution. New customers include AAA, a motor club and leisure travel organization; CareCore National, the largest evidence based healthcare solutions company in the U.S.; and Skowhegan Savings Bank, an independent Maine-based mutual savings bank. Through the use of Cisco Customer Collaboration solutions, AAA, CareCore National and Skowhegan Savings Bank are increasing efficiency while providing the best customer care possible.

AAA

Following goal-setting sessions in 2008 and 2009, AAA WCNY of western and central New York saw a need for more effective and efficient interactions with its employees and customers. AAA wanted to put together a member service infrastructure that connected its contact center and branch offices and supported interaction across multiple channels (such as phone, instant messaging, and e-mail). As a result, it deployed Cisco’s Unified Contact Center Enterprise system with existing workforce and quality management solutions.

AAA WCNY’s incorporation of Cisco’s contact center solutions allowed for consistent processing, training, and call quality monitoring/scoring, providing a simplified infrastructure while lowering costs. By integrating Cisco’s customer relationship management solution, AAA WCNY is able to easily associate call recordings and screen captures with the appropriate member’s records, all while saving an average of 45 seconds per call by proactively presenting agents with comprehensive customer information during the call.

CareCore National

CareCore National, a company that has contracts with more than 25 health plans and works closely with 650,000 physicians, sought a solution that would lessen the burden on physicians using CareCore’s contact center to gain authorization more quickly for crucial patient medical procedures.. Through the use of Cisco’s Unified Contact Center Enterprise, CareCore is able to route physician contacts to the best available health plan resource, streamlining communications to improve the physician’s experience while reducing costs. CareCore uses Cisco MediaSense to efficiently record conversations on the network for regulatory compliance and to potentially mine for business intelligence to improve customer interactions and processes. Through the implementation of Cisco’s solutions, CareCore has improved service-level agreements by reducing the average amount of time it takes a doctor to reach a contact center agent resource from 90 to 60 seconds.

Skowhegan Savings Bank

Skowhegan Savings Bank, an independent mutual savings bank, recently deployed Cisco SocialMiner, a social media customer care solution, in order to respond to customers and prospects communicating through public social media channels. By enlisting the help of Cisco’s SocialMiner, Skowhegan is able to monitor conversations surrounding its brand without incurring too much of a contact center agent’s time, allowing them to focus on building deeper relationships with customers. SocialMiner helps support Skowhegan Savings’ innovative and progressive approach to banking by providing a platform to listen and respond to customers’ conversations across various social channels, enhancing its service and improving customer loyalty across all 10 of its banking branches.

As a worldwide market leader in contact center technology, Cisco is helping businesses and organizations elevate their customer care by combining traditional contact center technology and processes with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics.

Supporting Quotes

• Bob Leach, CIO, AAA

“Regardless of the channel a member chooses to approach us, we want to be able to get that member to the best associate, whether in one of our brick and mortar locations, or in one of our call centers. However, we realized that we had a major gap between our vision and what our technology could support. With Cisco, we are able to route interactions to any of our 350 frontline associates anywhere within seconds.”

• William Moore, Executive Vice President / CTO, CareCore National

“Cisco contact center products empower CareCore National to provide industry-leading care for our customers today, while laying a strong foundation for the future.  Cisco Unified Contact Center Enterprise helps our physician clients reach the right care resource the first time.  For example CareCore National has reduced the overall time for a physician to talk to one of our medical directors from about 90 second to about 60 seconds, significantly improving the experience while lowering costs.  Cisco MediaSense lets us record calls using the network, providing optimum efficiency and scalability.  The recorded calls not only help us comply with industry regulations, but they also enhance our ability to performance-manage our care processes by integrating the call recordings directly into our cloud-based storage and care management platforms.”

• Fred Haberberger, CIO, Skowhegan Savings Bank

“The customer experience is paramount at Skowhegan Savings Bank, so it’s important for our clients to be able to contact us in the manner in which they prefer.  Cisco Unified Contact Center Express helps us ensure that every call gets answered by a helpful person, while Cisco SocialMiner gives us the power to engage with current and prospective customers via social media.  Cisco Customer Collaboration solutions are helping Skowhegan better serve our clients and grow our business.”

• John Hernandez, Vice President and General Manager, Collaboration Business Applications Business Unit, Cisco

“Customer Collaboration encompasses exciting new technologies such as social media and network-based recording, as well as traditional contact center capabilities,” said John Hernandez, vice president and general manager, Customer Collaboration business unit at Cisco. “With Cisco, companies and organizations can choose the right mix of capabilities most suited to their needs.  We’re excited to see CareCore National, Skowhegan Savings Bank, and AAA of Western and Central New York exemplify this strategy.”

Supporting Resources:

• For more product details and information, visit the Cisco Customer Collaboration page.
• For more information about Cisco’s collaboration news and activities visit the Collaboration Blog or follow us viaTwitter @CiscoCollab.

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Tags / Keywords:

Cisco Unified Communications, Cisco Unified Contact Center Enterprise, Contact Center Enterprise, collaboration, unified communications,  instant messaging, customer collaboration, Voice over IP, VoIP, IP telephony, video, communication, IM, MediaSense, SocialMiner, voice, mobile, AAA, CareCore, Skowhegan

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About Cisco Collaboration

From award-winning IP communications to mobility, customer care, Web conferencing, messaging, enterprise social software, and interoperable telepresence experiences, Cisco brings together network-based, integrated collaboration solutions based on open standards. These solutions offered across on-premises, cloud-based or virtualized platforms, as well as services from Cisco and our partners, are designed to help promote business growth, innovation and productivity. They are also designed to help accelerate team performance, protect investments, and simplify the process of finding the right people and information.

About Cisco

Cisco (NASDAQ:CSCO, news, filings) is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Information about Cisco can be found at http://www.cisco.com. For ongoing news, please go to http://newsroom.cisco.com.

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