Through a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI), Cisco Unified Intelligent Contact Management Enterprise segments your customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise. To complete this transaction, 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, or information obtained from a customer profile database. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, queue lengths, and more.
Cisco Unified Intelligent Contact Management Enterprise gives your customers the choice to interact with your contact center by phone, web, voice over IP (VoIP), text chat, or e-mail. Cisco Unified Intelligent Contact Manage