Cisco ICM software, technology delivers an integrated suite of intelligent contact management capabilities that enables a company to interact with its customers via phone, Web, fax, and e-mail across an enterprise of automatic call distributor (ACD), interactive voice response (IVR), database, and desktop applications.
The Cisco solution provides centralized management control over customer contact, allowing you to implement a single set of business rules that uniformly addresses your needs independent of contact channel or resource location.
Moreover, ICM software enables
consolidated reporting across heterogeneous, geographically dispersed
resources. Through an open, distributed software architecture, the ICM
platform manages voice and data distribution across the enterprise and
enables a company to implement IP-based solutions while leveraging current
technology investments.
Through a combination of multimedia contact management, intelligent routing,
and network-to-desktop CTI, the ICM solution segments customers, monitors
resource availability, and delivers each contact to the most appropriate
resource anywhere in the enterprise. 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, and information
obtained from a customer profile database lookup. At the same time, the
system knows which resources are available to meet the customers needs
based on real-time conditions (agent skills/availability, IVR status, queue
lengths, and so on) continuously gathered from contact center platforms and
agent desktops.
This combination of customer and contact center data is processed through
user-defined routing scripts that graphically reflect your companys
business rulesenabling ICM software to route each contact to the optimum
resource anywhere in the enterprise at any given moment. The solution allows
full utilization of agents regardless of location, including branch offices
and the home. Wherever an agent is based, the system delivers a uniquely
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 ensures the uninterrupted operation required for
mission-critical customer interaction. |
