To support the competitive needs of Cisco customers as well as their prior investments, the multichannel software can function with Cisco IPCC or a legacy ACD. Whichever one you choose, the same media channels are accommodated—voice, e-mail, blended collaboration, and text chat. Customers can choose the type of communication medium they prefer.
The traditional call center is based on proprietary hardware, a PBX that includes legacy ACD functions, such as routing, queuing, and agent state management. Although the CTI-enabled ACD is not designed as a platform for integration, the multichannel software supports a number of legacy ACDs to accommodate customers who have invested in them. At the same time, the multichannel software provides the flexibility for a traditional call center to transition to an open multichannel IP-based contact center.
The multichannel software supports the following legacy ACDs:
Aspect CallCenter
Avaya Definity ECS G3
Nortel Meridian 1
Nortel Symposium
Rockwell Spectrum