Cisco announces two IP solutions. (New Products).Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. , Inc. recently announced two enhanced IP communications solutions: the Cisco Internet Protocol Contact Center (IPCC See IMS Forum. ) Enterprise Edition 5.0 and Cisco Intelligent Contact Manager (ICM ICM Intercom ICM Integrated Crop Management ICM International Congress of Mathematicians ICM Information Classification and Management ICM Intelligent Contact Management (Cisco) ICM International Creative Management ) Enterprise Edition 5.0. The contact center offerings are intelligent software call routing solutions which introduce the concept of a customer interaction network through distributed IP-based call control, agent location independence and full multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple services. The Cisco IPCC Enterprise Edition 5.0 call routing solution, designed for contact centers with between 50 to several thousand contact center seats, delivers contact routing, call treatment, network-to-desktop computer telephony integration Computer Telephony Integration - Computer Telephone Integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) and multichannel contact management over an IP infrastructure. New features in the Cisco IPCC Enterprise Edition 5.0 include multichannel automatic call distributor (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ) reporting, routing and streamlined administration capabilities with IP telephony in a unified solution. Contact centers can manage customer que ries via the channel of customer choice (Web, phone, chat) and route the calls to the correct agent, regardless of agent geographic location. The Cisco Intelligent Contact Manager (ICM) Enterprise Edition 5.0 call routing solution, designed for both single sire and enterprisewide contact centers with the ability to scale to accommodate thousands of agents, is an enhanced version of the Cisco ICM solution that has been the core of the Cisco contact center offerings since 1995. New features in Cisco IPCC Enterprise Edition 5.0 include multichannel automatic call distributor (ACD) reporting, routing and streamlined administration capabilities, while working with a variety of traditional ACDs and IVRs, This multichannel routing system was designed to enable a contact center to interact with its customers across an enterprise that can be made up of various call control, database and desktop applications, while providing a migration path to IP-based technology. www.cisco.com |
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