Multichannel Services

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.

Multiple Interactions

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:

 

 

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.