Multi-channel integration--opening up all avenues to your customers.

The Web and the Internet present the most dramatic new opportunities for strengthening customer relationships and for increasing sales. Cisco customers are taking advantage of Cisco ICM, Cisco Collaboration Server and Cisco E-Mail Manager to not only dramatically enhance interactions with customers, but also exploit new selling opportunities.

Companies have requirements for their contact center environment that reflect the company's unique operational style and business culture. Only that company knows when call volume is highest, which types of calls -- for service upgrades, account requests, delivery status -- are most frequent, and which channels are used most frequently.

The queuing and routing capabilities of the Cisco ICM solutions provide great flexibility in how you manage and "blend" your multi-channel interactions. You can configure Cisco ICM software to manage a single "universal" work queue that delivers contacts in the order in which they arrive, or you can prioritize contact delivery based on customer value. You can also designate agents as "universal" -- able to handle Web, phone or e-mail requests as needed -- or agents can be dedicated to specific media types in which they have specialized skills. For instance, one agent might be more skilled in using screen displays to guide users through forms or on-screen procedures -- and you can dedicate him or her to handle only live Web assistance.

In addition to this type of customizing, you can also configure Cisco ICM software to interrupt an agent for specific media types. For example, urgent real-time requests may be set up to "interrupt" agents responding to lower-priority tasks, such as e-mail. With this type of flexibility, contact center managers can use all means necessary to meet the service level goals of real-time interactions, with minimal impact on the service level goals of less time-critical e-mail or other messaging interactions.