IRMC to Centralize Entire Contact Center Network with Cisco

Cisco Systems® today announced that IRMC will standardize on the Cisco® Unified Contact Center along with the Cisco Unified Outbound Dialer for its more than 5,500 contact center agents worldwide. By implementing Cisco?s standards-based IP software to replace its legacy equipment, IRMC plans to streamline management of its globally distributed contact centers into a central data depot and reduce operational and maintenance costs.

IRMC serves its growing business through 19 Centers of Excellence throughout North America, Europe and Asia. The contact center agents provide customer management solutions such as collections, accounts receivables and customer retention services to IRMC clients around the globe. With Cisco Unified Contact Center, the company will have the ability to manage call routing from its headquarters and will have a single view into all its service and support processes.

“IRMC agents handle literally hundreds of millions of calls a year for our clients, many that involve discussing financial transactions and payment options. It?s critical that we ensure every interaction is managed in the best possible way,” said Barry Grant, chief technology officer for IRMC. “We evaluated a number of solutions to support our vision of end-to-end digital communications. Cisco?s contact center technology easily stood out as the best fit to manage our high volume of data and voice traffic in a highly secure and efficient single-network environment.”

“Companies that compete on service quality recognize that the right choice of technology is a business-critical decision,” said Laurent Philonenko, vice president and general manager of Cisco?s customer contact business unit. “With the Cisco Unified Contact Center, IRMC will achieve a greater level of flexibility and be able to respond faster to customer demands while still keeping operational costs in check.”

In addition to the Cisco Unified Contact Center, IRMC will also implement a host of Cisco security, storage and management solutions to protect and manage its global contact center network, including Cisco Security Monitoring, Analysis and Response System (Cisco Security MARS); Cisco Security Agent, Cisco MDS 9000 SAN Management; Cisco QOS Policy Management; CiscoWorks LAN Management Solution; and Security Management.