Through a combination of multi-channel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI), the Cisco ICM Enterprise Edition segments 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 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.
The Cisco ICM Enterprise Edition gives your customers the choice to interact with your contact center via phone, Web, voice over IP (VoIP), text chat, or e-mail. Cisco ICM Enterprise Edition provides centralized management control over customer cont