Cisco Unified Intelligent Contact Management Enterprise and Hosted (v. 10.0) - media
Mfg # ICMEH-MEDIA100-K9
CDW # 3431988
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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, text chat, or email message. Cisco Unified Intelligent Contact Management Enterprise provides centralized management control over customer contacts, allowing you to implement a single set of business rules that uniformly address customer needs independent of contact channel or resource location.
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect your company's business rules, enabling Cisco Unified Intelligent Contact Management Enterprise to route each contact to the optimum resource anywhere in the enterprise. Wherever an agent is based, the system delivers a unique and 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 in the contact center.
Cisco Unified Intelligent Contact Management Hosted enables service providers to quickly become strategic business partners by hosting a broad continuum of mission-critical customer applications. With current users, Cisco Unified Intelligent Contact Management Hosted functionality creates revenue opportunities while strengthening customer loyalty. With prospects, the Cisco platform strongly differentiates a service provider from its competitors, making it easier to gain entry and obtain feature and transport revenues.
Cisco Unified Intelligent Contact Management Hosted features an open architecture that facilitates the smooth migration from circuit-switched to packet-based voice technology while enabling business-to-business services, e-commerce, and multimedia applications such as Web collaboration and e-mail response management - all transparent to the end user.
Cisco Unified Intelligent Contact Management Hosted offers service providers a unique opportunity to deliver critical applications tailored to each customer's business strategy. For customers, Cisco Unified Intelligent Contact Management Hosted services offer value-added service provider capabilities to meet business goals - continuing the evolution toward a true Customer Interaction Network.
Cisco Unified Intelligent Contact Management Enterprise gives your customers the choice to interact with your contact center by phone, web, text chat, or email message. Cisco Unified Intelligent Contact Management Enterprise provides centralized management control over customer contacts, allowing you to implement a single set of business rules that uniformly address customer needs independent of contact channel or resource location.
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect your company's business rules, enabling Cisco Unified Intelligent Contact Management Enterprise to route each contact to the optimum resource anywhere in the enterprise. Wherever an agent is based, the system delivers a unique and 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 in the contact center.
Cisco Unified Intelligent Contact Management Hosted enables service providers to quickly become strategic business partners by hosting a broad continuum of mission-critical customer applications. With current users, Cisco Unified Intelligent Contact Management Hosted functionality creates revenue opportunities while strengthening customer loyalty. With prospects, the Cisco platform strongly differentiates a service provider from its competitors, making it easier to gain entry and obtain feature and transport revenues.
Cisco Unified Intelligent Contact Management Hosted features an open architecture that facilitates the smooth migration from circuit-switched to packet-based voice technology while enabling business-to-business services, e-commerce, and multimedia applications such as Web collaboration and e-mail response management - all transparent to the end user.
Cisco Unified Intelligent Contact Management Hosted offers service providers a unique opportunity to deliver critical applications tailored to each customer's business strategy. For customers, Cisco Unified Intelligent Contact Management Hosted services offer value-added service provider capabilities to meet business goals - continuing the evolution toward a true Customer Interaction Network.