Cisco Intelligent Contact Management Enterprise Edition Agent Routing Service Peripheral Gateway - license - 1 license
Mfg # ICME-PG-ARS
CDW # 1509777
Know your gear
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 contacts, allowing users 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 a company's business rules - enabling the Cisco ICM Enterprise Edition 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 ensures uninterrupted operation in the contact center.
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 contacts, allowing users 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 a company's business rules - enabling the Cisco ICM Enterprise Edition 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 ensures uninterrupted operation in the contact center.