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
acquisition of WebLine Communications
, 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

“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.

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