Superior TDM-based Contact Centers today with migration path to IP.
Whether you run a TDM-based contact center or are making the transition to IP, Cisco offers a range of solutions that will boost your contact center's profitability while delivering superior customer service and increased satisfaction. A key component of the Cisco IP Communications system, Cisco Intelligent Contact Management (ICM) software speeds service to your customers by enabling virtual contact centers that route calls to the best available agent -- regardless of the agent's location. Tight integration between your automatic call distributor (ACD) and your computer-telephony integration (CTI) platform enables data entered by the caller and pulled from a database to arrive at the agent's screen simultaneously with the call.
Cisco solutions also support multi-channel contact center environments, so customers can reach you using the medium of their choice -- Web, e-mail, phone or fax. With Web chat, you can engage your customers using the visual support of a collaborative Web environment -- answering a customer's concerns immediately and providing additional up-sell or cross-sell opportunities.
In addition, Cisco Contact Center Solutions increase agent productivity while lowering your costs. When agents receive screen pops that include a customer's name, data on their buying habits and information on their preferences -- simultaneously with the actual call -- they are better able to quickly establish a good rapport and satisfy the caller's needs. This translates into greater customer loyalty.
|Printer friendly Cite/link Email Feedback|
|Title Annotation:||Cisco Systems Cisco Contact Center Solutions|
|Publication:||Customer Interaction Solutions|
|Article Type:||Brief Article|
|Date:||Nov 1, 2002|
|Previous Article:||Ask Dr. Jon. (The Purdue Page).|
|Next Article:||Empire BlueCross BlueShield slashes group enrollment time from 20 days to three with Cisco Contact center solutions.|