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Superior TDM-based Contact Centers today with migration path to IP.

The bar has been raised and customer expectations have increased. Customers no longer wait patiently in call queues for many minutes for an available agent. They dislike having to re-enter or repeat information each time they speak with a new agent. And they want live help immediately when a Web function or form doesn't respond as they expected -- or they abandon it. Cisco has contact center solutions that can help.

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.
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Title Annotation:Cisco Systems Cisco Contact Center Solutions
Publication:Customer Interaction Solutions
Article Type:Brief Article
Geographic Code:1USA
Date:Nov 1, 2002
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