Cisco IP Communications is a comprehensive system of powerful, enterprise-class solutions - including IP telephony, unified communications, IP video and audio conferencing, and contact center - that is enabled by Cisco AVVID (Architecture for Voice, Video and Integrated Data). Cisco IP Communications can increase your organization's competitive advantage and deliver measurable return on investment (ROI) by improving efficiency, boosting productivity, and enhancing customer loyalty. Cisco Intelligent Contact Management (ICM) Enterprise Edition - an integral component of the Cisco IP Communications system - delivers an integrated suite of capabilities that enables your business to deploy a single solution that transparently blends multiple communication channels while easing the transition from a traditional automatic call distributor (ACD) to an IP-based ACD.
The Cisco ICM Enterprise Edition is a strategic platform that enables customers to move into the next phase of customer contact - beyond today's Contact Center to a Customer Interaction Network. The Customer Interaction Network is a distributed, IP-based customer service infrastructure that comprises a continuously evolving suite of innovative, multi-channel services and customer relationship management applications. These services and applications provide enhanced responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. A Customer Interaction Network extends customer service capabilities across the entire organization, giving your business a more integrated and collaborative approach to customer satisfaction.
Cisco pre-routing and post-routing
The Cisco Pre-Routing function makes routing decisions for each call while it is still in the carrier's network, enabling the Cisco platform to effectively segment customers, balance calls across the enterprise, and deliver each contact to the best enterprise resource the first time. The Cisco Post-Routing function provides the intelligent distribution of contacts already connected to a peripheral (ACD, private branch exchange [PBX], IVR, or Web or e-mail server) in a company's private network.
Customer profile routing
Cisco ICM Enterprise Edition extends the sources of data available for making contact routing decisions and for populating agent desktop applications. For instance, Cisco ICM Enterprise can perform a customer profile database lookup during routing to more effectively segment customers and determine the optimal destination for each contact. Moreover, information obtained from customer relationship management (CRM) packages can be used to even more precisely match customers with agents and expand the data available to screen pop applications.
IVR integration supports customer identification and segmentation, skills-based routing, and IVR load balancing while extending the value of IVR investments. The open IVR interface of Cisco ICM Enterprise allows any IVR application to communicate with the Cisco platform, enabling the IVR to act as a routing client, as a managed resource, and as a queue point. A service control interface enables Cisco ICM Enterprise to control IVR scripting, providing a single, unified scripting environment to which business rules can be applied. This Cisco solution also supports call queuing at a premises- or network-based IVR and directs the IVR to connect the call when an appropriate agent becomes available anywhere in the enterprise.
Cisco enterprise reporting
Cisco ICM Enterprise provides a collection of real-time and historical data necessary for mission-critical contact center reporting. Cisco ICM Enterprise reporting provides accurate and timely reports on contact center activity, enabling managers to make informed decisions regarding staffing levels, contact handling procedures, and technology investments. Standard reporting templates provide "out-of-the-box" functionality for common reporting needs. Custom reports extend the standard reporting package to meet your specific reporting needs.
Distributed fault tolerance
Cisco knows that the handling of customer contacts is a mission-critical business function. From the network to the desktop, all Cisco ICM Enterprise components and external application links provide carrier-class, distributed fault tolerance at both the hardware and software levels, with real-time application failover capabilities. Self-diagnosing and self-healing, the system automatically takes advantage of redundant components when required and is resilient to hardware component failures, communications network failures, and asynchronous software errors.
Multi-carrier, multi-vendor capabilities
The Cisco solution helps customers meet business objectives without the limitations of proprietary or custom solutions. The open architecture of Cisco ICM Enterprise supports a heterogeneous environment of carrier networks, ACDs, PBXs, and IVRs, and complementary software applications - enhancing the value of existing investments while supplying advanced functionality traditional offerings do not provide. By integrating these applications, Cisco ICM Enterprise also permits normalized, consolidated reporting and enables a company to apply consistent performance standards across the enterprise.