Cisco Unified Customer Contact solutions allow customers to seamlessly integrate traditional inbound and outbound voice applications with today's Internet applications, such as real-time chat, e-mail and Web collaboration. This integration allows for unified capabilities, enabling a single agent to support multiple interactions simultaneously regardless of the communications medium the customer has chosen. Each interaction is unique and therefore may require individualized service, Cisco provides customer contact solutions to manage each interaction based on virtually any contact attribute.
Within these capabilities, Cisco can bridge the gap between TDM and IP infrastructures, providing a seamless integration of voice, chat, e-mail, and Web collaboration applications over both of these technologies. This allows customers to maintain their current investments in call center products such as ACDs, IVRs, PBXs, etc. and leverage Cisco's wide range of solutions to support the same application requirements in a converged network environment that allows for more efficient integration of voice and Web/Internet applications.