3Com Corporation, a leading provider of secure converged networking (SCN) solutions for enterprises of all sizes, today announced the win of a contract from CMC Telecom to outfit two state-of-the-art contact centres in Vietnam with the latest IP contact centre solutions from 3Com.

The win propels 3Com to the No.2 position, in terms of market share, in the Vietnam switch market. According to a recently released switch and router market study by IDC, 3Com led most other vendors to command about 8 percent of the US$7.5 million market in Q1’08.

The two contact centres, located in Hanoi and Ho Chi Minh City (HCMC) and staffed by 70 and 80 agents respectively, will use the 3Com® Switch 5500 family of switching solutions, 3Com VCX® IP telephony platform, 3Com Epic IP Contact Centre platform, 3Com 3102B business IP phones, and the EvoIP+ Call Recording solution to enhance the customer and agent experience, and increase productivity and meet customer service level agreements (SLAs).

These solutions, which will enable CMC Telecom to transit its manual call handling process to an automated contact centre system, will eventually be rolled out to Da Nang, Vietnam’s third largest city, and other commercial centres to cater to customers in various vertical markets across the country.

3Com’s proposed design will give CMC Telecom a highly available and reliable architecture for call processing and critical applications such as IP messaging (comprising integrated voicemail, inbound fax, email and chat), IP contact centre, and voice recording requirements in geographically dispersed Hanoi and HCMC. Extraordinary flexibility in balancing availability with bandwidth utilisation is also attained by situating individual servers for each application at Hanoi and HCMC locations throughout the network. In addition, the easily scalable system provides video and desktop sharing for multi-party sessions, and presence via centralised and controlled availability.

The EvoIP+ solution extends the benefits of the 3Com VCX IP telephony platform to let CMC Telecom capture telephone conversations and store them on networked storage for archiving and playback. The software’s station-side passive recording feature permits taping of speech data at each IP phone, recording of internal and external calls, recording of specific IP phones, and decoding of SIP for additional call details.

CMC Telecom’s CEO, Pham Anh Chien, views the telco’s transition to an automated system on 3Com as a corporate milestone.

“This automation exercise marks the first step to CMC Telecom’s entrance into a new era. We are confident that 3Com, as our technology partner of choice, will help us provide customers with high-quality and seamless service cost-effectively, thus speeding up CMC Telecom’s push to become the top telco in Vietnam,” he said.

3Com won the CMC Telecom deal over several other networking vendors because of its ability to provide an end-to-end solution deployed by engineers seasoned in IP contact centre and IP telephony rollouts.

Gene Ng, 3Com Country Manager for South Asia, said, “Initial deployment of large-scale, critical projects like these are best entrusted to experts with a proven track record. 3Com is committed to our customers, and we’re the only networking vendor in Vietnam that is investing in specialised engineers so our customers can benefit from our in-depth experience in deployment, configuration and ongoing management.”

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About CMC Telecom

CMC Telecommunication Services Corporation (CMC Telecom) is the member of CMC group, one of the two largest ICT group in Vietnam. CMC Telecom offers the highest quality of Data Services, Telecom Infrastructure Services, Value-added Services and Customer Care Services. CMC Telecom is currently operating one world-class Data Center in Sai Dong, 10 km from centre of Hanoi and is expecting to be the largest Carrier-Neutral Data Center Provider in Vietnam by the end of 2009 with the total space of 6000 square meters.

About 3Com Corporation

3Com Corporation (NASDAQ: COMS) is a leading provider of secure, converged voice and data networking solutions for enterprises of all sizes. 3Com offers a broad line of innovative products backed by world class sales, service and support, which excel at delivering business value for its customers. 3Com also includes H3C Technologies Co., Limited (H3C), a China-based provider of network infrastructure products. H3C brings high-performance, cost-effective product development and a strong footprint in one of the world’s most dynamic markets. Through its TippingPoint division, 3Com is a leading provider of network-based intrusion prevention systems that deliver in-depth application protection, infrastructure protection, and performance protection. For further information, please visit www.3com.com, or the press site www.3com.com/pressbox