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Through a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI), Cisco Unified Intelligent Contact Management Enterprise segments your customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise. To complete this transaction, the software profiles each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web form, or information obtained from a customer profile database. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, queue lengths, and more.Cisco Unified Intelligent Contact Management Enterprise gives your customers the choice to interact with your contact center by phone, Web, voice over IP (VoIP), text chat, or e-mail. Cisco Unified Intelligent Contact Management Enterprise provides centralized management control over customer contacts, allowing you to implement a single set of business rules that uniformly address customer needs independent of contact channel or resource location.This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect your company's business rules, enabling Cisco Unified Intelligent Contact Management Enterprise to route each contact to the optimum resource anywhere in the enterprise. Wherever an agent is based, the system delivers a unique and rich set of call event and customer profile data to the targeted desktop as a contact arrives, personalizing service and maximizing efficiency. Throughout the process, carrier-class, distributed fault tolerance from the network to the desktop helps ensure uninterrupted operation in the contact center.
Additional Information: Cisco Unified Intelligent Contact Management Enterprise - ( v. 7.2 ) - media
Category: Networking applications
Subcategory: Network - system & remote management
License Type: Media
Cisco Systems, Inc
IT Management Software