Press Releases
February 28, 2005 - How does one of the world’s largest call center management companies stay current on Cisco’s latest ISN technology?
With Authorized Cisco Training from Sunset Learning Institute.
As the US leader in Call Center management, it is critical that AT&T remain on the leading edge of call center technologies. AT&T needed to rollout Cisco’s newest release of Internet Service Node (ISN) to their customers throughout the US. With this rollout, customers are able to take advantage of enhanced call routing functionality, which can translate into large cost savings for their end customers.
Cisco’s Internet Service Node (ISN) 2.1 server application acts as an extension to the Intelligent Contact Manager (ICM) product – providing Interactive Voice Response (IVR) functionality to the user. AT&T’s Denver branch is the largest US reseller of Cisco ICM products, as well as providing their own call center technology. This group maintains call centers for many major global corporations, and has significant management expertise in the market.
ISN is a very complex system, requiring in-depth knowledge of ICM, IOS gateway configuration, and legacy voice systems, VOIP, Contact Manager and Windows. AT&T has been providing support of ICM systems for years, and has relied on Sunset Learning Institute for ICM and related Cisco training.
Sunset Learning Institute (SLI), a global provider in learning technology and a top-tier Cisco Learning Solutions Partner, provided customized training to AT&T for Cisco’s Internet Service Node (ISN) application. This training ensured a smooth implementation for AT&T.
“Training was a critical piece needed for a successful implementation,” says Mike O’Hayre, Manager of Deployment at AT&T Denver. Using a combination of standard Cisco courseware and customized course content, SLI trained over 40 AT&T system engineers on the ISN application. The goal of the training sessions was to familiarize the engineers on ISN; making them able to install and support the product in a variety of environments.
Students became fluent with the configuration of all product components and external components such as gateways, gatekeepers, and Call Managers so that they could properly interface with ISN. “The Sunset Learning instructors really understood our implementation and support needs,” says O’Hayre. “This level of understanding ensured our engineers received learning and practice on the key technologies we support.”
Training allowed the engineers to solve their client’s business issues of cost-efficient call routing, dispatch, and running multi-lingual call centers. “Training really helped solidify the concepts,” says Byron Gallien, System Engineer, at AT&T. “We feel our support level has increased because of the training we received from Sunset Learning,” according to Gallien.
