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Together with our local IPT-Partner, we see the following reasons to deploy Cisco's IP-based Unified Contact Center in Emerging Markets:
- Low or unreliable bandwith coupled with high communication costs: IP-Telephony, unlike TDM telephony, allows for a separation of signalling and voice streams, and a queueing of calls at the edge. This means that if a customer call enters a bank branch office, but the callcenter infrastructure and servers are located in the HQ, the call would never go to the HQ but always stay in the branch. At the occurence, small locations could easily be integrated nationwide into one virtual callcenter, without requiring a sophosticated WAN backbone. This is especially important in emerging markets, where the backbone internet is still evolving
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- Low internet penetration in residential areas: Large Voice Self Service solutions are being deployed in emerging markets like Africa and the Middle East, and not in mature markets like Europe or the USA. The reason is that only few people have access to the internet, but everybody has access to a phone. So people are more likely and able to interact with a company by phone than by internet. This in turn is a strong driver for technically evolved Voice Self Service solutions with speech recognition and speech synthesis.
- Power interruptions require a robust infrastructure that has hot-standby, geographically dispersed components. In the case of a local power outage, the overall system shall continue to operate without interruption.
- Emerging markets show a high level of M&A activities. This in turn requires technology solutions that can span heterogeneous voice infrastructures and are platform-independent.
- Choice of local partners: Cisco has an extensive partner network in emerging markets, giving it's end clients a large choice of service partners.
- Know how and Cost: Expertflow provides experience, and the local partner presence on site. Together, we can provide high-end solutions at a reasonable cost.
Each one of these arguments is a home run for the technically very evolved Cisco Solutions. Today, Expertflow has partnerships and is implementing Contact Centers in the Gulf Region (Pakistan, KSA, UAE, Jordan) and Nigeria.
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