- 1 agent
Cisco IPCC Enterprise Edition 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 customer's needs based on real-time conditions (agent skills and availability, interactive voice response [IVR] status, queue lengths, and so on) continuously gathered from various contact center components.
Cisco IPCC Enterprise provides a state of the art VoIP contact center solution that allows customers to seamlessly integrate inbound and outbound voi