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Cisco Unified Intelligent Contact Management Enterprise uses a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI) capabilities.

With Cisco Unified Intelligent Contact Management Enterprise, your customers have 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, enabling you to implement a single set of business rules that uniformly address customer needs independent of contact channel or resource location.

Cisco Unified Intelligent Contact Management Enterprise enables you to transparently integrate traditional inbound and outbound voice applications with today's Internet applications such as real-time chat, Web collaboration, and e-mail. This integration unifies capabilities, enabling a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen. Because each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.
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Cisco Intelligent Contact Management Enterprise Edition Third Party IVR - l
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