Cisco Unveils Java Client for Cisco ICM Software's CTI Server; Java-based Thin Client Supports Customer Migration to an IP-enabled Contact Center Infrastructure

Business Wire, Jan 25, 2000

Business Editors and High-Tech Writers

Call Center 2000

SAN JOSE, Calif.--(BUSINESS WIRE)--Jan. 25, 2000

Cisco Systems Inc. Tuesday introduced the latest version of its Java client for CTI desktop applications in the Cisco ICM software environment.

This ultra-thin client permits completely browser-based deployment of agent desktop functionality such as screen-pop and soft phone across multiple PC operating systems, enabling customers to implement an IP-based contact center architecture while preserving their existing investments. Cisco ICM software solutions are being showcased at Call Center 2000 in Dallas on Jan. 25 and 26 in booth No. 1601.

&uot;The growing prevalence of Web collaboration, chat, e-mail, IP telephony and other Internet-enabled forms of customer interaction are quickly transforming the traditional call center into a multimedia contact center,&uot; noted Jane Eisenberg, director of marketing for the Customer Contact Business Unit in Cisco's Applications Technology Group.

&uot;The Java client supports this trend by enabling a company to implement a purely IP-based contact center infrastructure. At the same time, like all Cisco ICM applications, the product supports a traditional TDM-centric environment. This approach enables Cisco to offer customers a well defined migration path that lets them implement New World applications at their own pace based on their business objectives.&uot;

As customers increasingly embrace network-based computing, Java enables application developers to write a single program that can be run on multiple platforms, including Unix, Microsoft Windows, Apple Macintosh, IBM OS/2 and browser-based desktops. The Cisco Java client has been written in &uot;pure Java&uot; for easy implementation with no vendor-specific Java extensions.

Specifically, desktop applications written with the Cisco Java client are supported on any operating system or browser that supports version 1.1.5 of the Java Virtual Machine (JVM). This flexibility enables Cisco ICM users to deploy the software's network-to-desktop CTI functionality throughout the enterprise as an applet on a browser-enabled desktop or as an executable in a non-browser environment.

About Cisco ICM Software

Through an open, distributed architecture, Cisco ICM software manages voice and data distribution across the enterprise and allows a company to implement IP-based solutions while leveraging current technology investments.

The product delivers an integrated suite of intelligent contact management capabilities that supports customer interaction via phone, Web, fax, and e-mail across a heterogeneous network of automatic call distributor (ACD), interactive voice response (IVR), database, and desktop applications.

The Cisco platform also enables an organization to deploy a complete network-to-desktop CTI strategy by providing call-event and customer-profile information to a targeted agent desktop. Solutions are provided for single-site and multi-site contact center deployments.

About Cisco Systems

Cisco Systems Inc. (Nasdaq:CSCO) is the worldwide leader in networking for the Internet. News and information are available at www.cisco.com.

Note to Editors: Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document are the property of their respective owners.