Cisco Unified Contact Center Enterprise and Hosted with Cisco Unified E-Mail Interaction Manager/Web Interaction Manager

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. Cisco Unified Contact Center Enterprise allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen. Since each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.

Develop a cost-effective strategy to enable your contact center, helpdesk, and customer service team to intelligently and efficiently route and process inbound e-mails and Web form inquiries from customers, employees, and other users. Cisco Unified E-Mail Interaction Manager can help you meet this challenge. Matching the best available agent and relevant response with each e-mail request is critical for improving contact center productivity. The interaction manager is a powerful visual workflow designer that enables you to quickly create your e-mail handling process and set up service-level agreement (SLA) triggers and routing mechanisms. Based on a message's contents, it can send an automatic response from the knowledgebase or suggest responses to the agent.