AAA Response Services Center was the first company to use Cisco's IPCC as a call center solution. We are also using Cisco's IP IVR and Eyretel’s IP call recording solution.
Currently, we have about 10 agents on the telephone taking calls. IPCC is a lot different than Aspect (I believe that's what Dell uses). You don't lose a call when your ACD goes down and you don't need a network and teleset connection for each agent. IPCC requires less space and less hardware. And because the voice packages are IP, it uses the same network connection to transfer the call and email.
The shortcomings are the reports and system management. There are a lot of steps involve to create, basically, anything in IPCC. For example, you have to create the telephones Ids and ports in call manager and then create the agent extensions, device targets and labels in ICM for each agent.
But a lot of these problems have gone away in ICM 4.6. In 4.6, Cisco has combined a lot of steps. We have been testing it at Response for about 3 weeks now and I like it.
Please let me know if you have any more questions.
