The Cisco contact center system is a portion of the end-to-end system release for enterprise Cisco Unified Communications, which integrates telephony, conferencing, messaging, and contact center products for enterprise IP customers in a variety of deployment models using SIP and SCCP endpoints over IP networks. Cisco Unified Communications is centered on the latest Unified Communications Manager release.
For detailed contact center feature information, see the System Release Notes for Contact Center: Cisco Unified Communications System, Release 6.0(1) .
Base Components and Applications
The contact center includes these software components:
•Cisco Unified Communications Manager—Provides scalable, distributable, and highly available enterprise IP telephony call-processing capabilities.
•Cisco Unified Intelligent Contact Management (Unified ICM)—Provides ACD functionality that includes monitoring and control of agent state, routing and queuing contacts, CTI capabilities, real-time data, and historical reporting.
•Cisco Agent Desktop (CAD)—Provides productivity tools for agents and supervisors. Allows supervisors to view agent states and call information and to send text messages to agents, record conversations, and provide advanced monitoring functions.
•Computer Telephony Integration Object Server (CTI OS)—Combines a powerful, feature-rich server and an object-oriented software development toolkit to enable rapid development and deployment of complex CTI applications.
The contact center offers two products that provide self-service call treatment capability:
•Customer Response Solutions (Unified IP IVR)—Automates access to account information or user-directed call routing by processing user commands through touch-tone input or speech-recognition technologies. Unified IP IVR helps customers who are calling the contact center use voice commands to retrieve the information that they require without ever speaking with an agent, or to quickly navigate to a customer service agent who can help them the first time.
For a comprehensive view of the different components that are deployed in the Unified IP IVR test bed, see Snapshot of Unified IP IVR Sites Components .
•Cisco Unified Customer Voice Portal (Unified CVP)—Integrates time-division multiplexing (TDM) with IP-based contact centers to provide call management and call treatment functions. Unified CVP includes a self-service IVR option that can use information that is available to customers on the corporate web server. With support for automated speech recognition (ASR) and text-to-speech (TTS) capabilities, callers can obtain personalized answers to complex questions and conduct business without the cost of interacting with a live agent.
For a comprehensive view of the different components that are deployed in the Unified CVP test bed, see Snapshot of Unified CVP Sites Components .
Note In the Parent and Child test bed, Unified CVP provides call treatment and queuing for Unified CVP post-routed calls. CRS (Unified IP IVR) provides call treatment and queuing for Unified Communications Manager post-routed calls that are received directly by a child system.
For a comprehensive view of the different components that are deployed in the Parent and Child test bed, see Snapshot of Parent and Child Sites Components .