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Cisco Rolls Out Product Suite

Cisco Systems Inc. Tuesday unveiled a suite of products designed to expand its role in the customer interaction software market.

Including version 3.0 of a collaboration server, a media blender, a media manager and an e-mail manager, the suite came to fruition through Cisco's (CSCO) acquisition of WebLine Communications Corp., which was finalized Tuesday.

The devices are based on tools created by WebLine, which Cisco bought for $325 million in stock. WebLine's technology was incorporated into Cisco's applications technology group, which develops communications management software.

"The Webline acquisition expands Cisco's application platform to bring Internet-based technology to sales, marketing and customer support environments," said John C. Thibault, senior vice president, applications technology group, Cisco Systems.

"The delivery of the Cisco customer interaction suite signifies one of the most comprehensive Web collaboration and e-mail response management systems available on the market today from a single vendor."

Cisco's comprehensive product suite includes:

  • E-mail Manager, an enterprise and service provider class solution for managing high volumes of customer inquiries submitted to company mailboxes or Web sites
  • Collaboration Server, includes powerful application sharing, new caller collaboration technology, white boarding capability and a software development kit for creating interactive e-commerce applications
  • Media Blender, a platform for integrating multiple media types -- PSTN calls, interactive Web sessions, e-mail, text chat and voice-over-IP calls as well as media-independent services within the customer contact center
  • Media Manager, enables businesses that lack access to an automatic call distributor to connect their Web customers to highly-skilled sales and service representatives.

The product suite begins at $1,500 per agent seat. Platforms supported include Windows NT, Sun Solaris and Linux.