Cisco IPCC Enterprise Edition EGain Operational Analytics Cloud/Premise - s

Mfg.Part: IPCE-EGAN-OPR-ANL | CDW Part: 5505229 | UNSPSC: 43232805
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Cisco IPCC Enterprise Edition EGain Operational Analytics Cloud/Premise - s
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  • Subscription license (1 year)
Cisco IP Contact Center (IPCC) Enterprise Edition delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multi-channel contact management over an IP infrastructure. By combining multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution, Cisco IPCC Enterprise enables companies to rapidly deploy a distributed contact center infrastructure.

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