Cisco IPCC Enterprise Advanced Web Interaction Manager Agent - license - 1 agent
Mfg # IPCE-ACOL-AGT-L
CDW # 1528668
Know your gear
Cisco IP Contact Center (IPCC) Enterprise 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 helps enable companies to rapidly deploy a distributed contact center infrastructure.
Cisco IPCC Enterprise segments customers, monitors resource availability, and delivers 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, and information obtained from a customer profile database lookup. 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, etc..
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect a company's business rules - enabling Cisco IPCC Enterprise to route each contact to the optimum resource anywhere in the enterprise. Wherever an agent is based, the system delivers a uniquely rich set of call event and customer profile data to the targeted desktop as a contact arrives, personalizing service and maximizing efficiency. Throughout the process, carrier-class, distributed fault tolerance from the network to the desktop helps ensure uninterrupted operation.
Cisco IPCC Enterprise segments customers, monitors resource availability, and delivers 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, and information obtained from a customer profile database lookup. 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, etc..
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect a company's business rules - enabling Cisco IPCC Enterprise to route each contact to the optimum resource anywhere in the enterprise. Wherever an agent is based, the system delivers a uniquely rich set of call event and customer profile data to the targeted desktop as a contact arrives, personalizing service and maximizing efficiency. Throughout the process, carrier-class, distributed fault tolerance from the network to the desktop helps ensure uninterrupted operation.