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SAN JOSE, Calif., October 10, 2011 – Cisco today announced customers spanning the education and waste management industries, have deployed Cisco’s Customer Collaboration solutions to help expedite response times, fulfill orders cost effectively and increase agent productivity.New customers include Liberty University, the largest private university in Virginia, and Republic Services Inc., the leading provider of solid waste collection, transfer, recycling, and disposal services.

As Liberty University continues to expand locations, it relies heavily on communication and collaboration technology to cater to its increasingly mobile faculty and staff. Liberty enlisted the help of Cisco® Unified Contact Center Express to serve more of its students without incurring the additional expense of adding staff to handle student inquiries. To expedite response time to students, Liberty University uses the built-in interactive voice response (IVR) and database lookup functions of Unified Contact Center Express to route calls to the most appropriate department. The result is increased responsiveness to student needs.

In 2008, Republic Services, headquartered in Arizona with operations throughout the United States, acquired Allied Waste expanding from 225 to 750 locations and tripling its revenue. With this rapid growth came a significant increase in the size of their customer base, prompting Republic Services to look for solutions that would enable it to provide exceptional service and fill customer orders quickly without having to involve agents unnecessarily. To address the challenge, Republic Services turned to Cisco Unified Contact Center Enterprise and Unified Customer Voice Portal (CVP) to assist in managing 1.25 million customer calls monthly. Through the implementation of a self-service application in CVP, Republic Services is now able to fulfill customer orders in many cases without the involvement of agents, saving nearly five minutes apiece for each of the 100-200 daily service requests it receives.