The multichannel software uses the Cisco Architecture for Voice, Video and Integrated Data (AVVID) IP network infrastructure that converges voice and data and provides geographic independence for contact centers. The architecture of the multichannel software supports multiple interactions between a customer and an agent, flexible routing and queuing, synchronized agents and skill groups, and integrated reporting.
With the Cisco ICM 5.0 multichannel software, agents can respond to customer requests in a variety of ways; that is, using voice, Web collaboration, text chat, or e-mail messaging. In addition to basic ICM inbound and outbound voice calls, the following kinds of requests are supported:
Web callback—A Web callback request is one that does not involve Web collaboration. A customer clicks a button on a Web site that says, "Call me back." Then the caller and agent simply talk on the phone.
Delayed callback—A delayed callback request is similar to a Web callback, only the customer requests a call at a specified number of minutes in the future. When the time has elapsed, the caller and agent talk on the phone.
Blended collaboration—With blended collaboration, the caller and agent talk on the phone and are linked in a collaborative Web session. They can share Web pages, forms, and applications, while at the same time conducting a voice conversation.
Text chat—The caller and agent can conduct a text chat session when a telephone call is not desired or not possible. They can both chat and collaborate on the Web.
E-mail message—The customer and agent communicate using electronic mail.
The request flows for the various interactions can differ depending on whether you use IPCC or a legacy ACD. See the Cisco ICM 5.0 Multichannel Software Implementation Map for details about the supported request flows.