IPCC

The Internet Protocol Contact Center (IPCC) system functions as a virtual ACD. Some of the capabilities of IPCC include intelligent multichannel request routing, ACD functionality, network-to-desktop CTI, interactive voice response (IVR) integration, call queuing, and consolidated reporting. Cisco combines three major components to form the IPCC system:

- Cisco Intelligent Contact Management (ICM) software
- Cisco Call Manager (CCM)
- Interactive Voice Response (IVR)