Cisco Systems introduced a new suite of voice, data and video products and applications based on its existing Cisco CallManager, Cisco Unity, Cisco MeetingPlace and Cisco IP Contact Center, as well as the Cisco Service-Oriented Network Architecture (SONA), which the company announced in December 2005. New components include:
- Cisco Unified Personal Communicator, which simplifies the way workers share information by bridging the gap between the stand-alone applications on the desktop, telephone and network. Using dynamic presence information, employees can search existing directories to locate contacts and simply “click to call” using voice and video, allowing them to exchange ideas face-to-face.
- Cisco Unified Presence Server, which aggregates presence information from the network as well as Cisco Unified CallManager and third-party devices using SIP and SIP for Instant Messaging and Presence Leveraging Extensions (SIMPLE) and then publishes that information to Cisco Unified IP Phones, Cisco Unified Personal Communicator and third-party services and applications such as IBM Lotus Sametime and Microsoft Live Communications Server (LCS) 2005.
- Customer Interaction Analyzer, which uses information from customer interactions, including self service and agent assisted interactions, to determine things like customer distress, agent distress, silence and word patterns. The data helps to give the conversations business context and can help a business to coach and train agents, make changes to processes and self service scripts based upon findings – ultimately creating better customer relationships and growth for the business.
In addition, Cisco Unified CallManager 5.0 and Cisco Unified CallManager Express 3.4 and Survivable Remote Site Telephony (SRST) 3.4 now natively support SIP.
A new program, SIP Verified, provides third-party verification for voice, data and video SIP endpoints. An initial set of vendors who have completed this testing is also announced.
Cisco Unified CallManager 5.0 is now available in a choice of operating models based on customer and channel partner preference. A new appliance model version based on Linux is available now and a version based on the existing open operating system model is scheduled to be available within 12 months.
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