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Contact center components are an integral part of Cisco Unified Communications family of products. The contact center functionality delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multi-channel contact management over an IP infrastructure to call center agents anywhere in the enterprise.
The Cisco IP network infrastructure also permits rapid deployment of emerging applications such as desktop IP telephony, unified messaging, video telephony, desktop collaboration, and enterprise application integration with IP phone displays.
By combining multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution, contact center products help to rapidly deploy a distributed contact center infrastructure. Contact center software profiles each customer using contact-related data such as dialed number and caller-entered digits (CED) and, simultaneously, monitors the resources at contact center to meet customer needs, including agent skills and availability, queue lengths, expected delay and so on. This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect a company's business rules, thus enabling contact center software to route each contact to the optimum resource anywhere in the enterprise.
Contact center software enables companies to deploy a complete network-to-desktop CTI strategy, including comprehensive capability at the agent`s workstation. A contact center system delivers a uniquely rich set of data to business applications, providing enterprise-wide call-event and customer-profile information to a targeted agent's desktop.
As part of the Cisco Unified Communications system, Cisco Unified Contact Center Enterprise solutions enable organizations to create unique customer-centric experiences. By combining network elements with unified communications and customer contact applications, contact centers can readily handle large volumes of customer interactions, whether voice phone calls, video, email, or Web-based communications, to provide superior customer service.
The comprehensive portfolio of Cisco customer contact solutions, including Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) and Cisco Unified Contact Center Enterprise
(Unified CCE) offers more efficient, effective, and accurate service, resulting in increased customer satisfaction. Contacts are routed to the most appropriate agent, based on business rules and objectives. Advanced computer telephony integration capabilities provide call event and customer profile information to an agent's desktop. With the flexibility afforded by products such as the Cisco Unified Mobile Agent (Unified Mobile Agent), agents can work from home or while traveling.
With voice self-service solutions, including Cisco Unified Customer Voice Portal (Unified CVP), Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR), many calls do not require agent assistance. Cisco voice self-service solutions use automated speech recognition (ASR) and text-to-speech (TTS) capabilities to enable callers to obtain personalized answers to increasingly complex questions and conduct business in new and innovative ways. Customers can, for example, pay bills, order products, and track deliveries-all without the costs of interacting with a live agent. The open architecture of Unified CVP allows callers to access content also used in Web-based interactions, resulting in a consistent customer experience, regardless of the self-service media channel.
Cisco Unified Intelligence Center (Unified Intelligence Center) offers both a web-based Reporting application and an Administration interface. The Reporting application is designed for use with report templates that are populated by the report databases of Unified Contact Center Enterprise and Unified Customer Voice Portal. The Administration interface supports the Operations, Administration, Maintenance, and Provisioning (OAMP) of the Reporting application.
Cisco MediaSense is a media recording platform that can be used by compliance recording companies whose regulatory environment requires all conversations to be recorded and maintained.
The following Cisco hardware and software components make up a complete contact center deployment:
•Cisco Unified Communications Manager (Unified Communications Manager) for call routing
•Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) software for contact center routing and agent management
•Cisco Unified IP Integrated Voice Response (Unified IP IVR) or Cisco Unified Customer Voice Portal (Unified CVP) for queuing and self-service
•Cisco Agent Desktop (CAD) or Computer Telephony Integration Object Server (CTI OS) for agent desktop software
•Unified Intelligence Center for web-based reporting and administration
•Cisco MediaSense for media recording capabilities
•Cisco Unified IP Phones
•Cisco gateways and gatekeepers
•Cisco LAN/WAN infrastructure and components
•Cisco security components
•Network management tools
•Video components and endpoints
For more information on contact center features, go to System Features in This Release.