• Browser based, thin client application
• High volume, inbound customer e-mail management system fully integrated to ICM
• Capable of processing free-form e-mails, Web form data, and other asynchronous types of messages or tasks, and all text-based inquires
• Comprehensive logging and auto-recovery system
BUSINESS RULES SERVER
• Hierarchical, branching rules for detailed processing of free-form e-mail, structured forms and other media.
• Graphical rule-building and testing environment.
• Comprehensive tracking of new messages, continuous and split communication threads.
• Automated message processing includes: message assignment to individual agents or teams, categorization, prioritization, and annotation, template suggestion to agents, auto-acknowledgement, auto-response, external notification, and more.
• Modular architecture for a distributed system of rules that match the organizational structure.
FLEXIBLE PRODUCTIVITY TOOLS
• Full-featured, Web-based interface providing access to tools for reading, claiming and responding to messages in one or more queues.
• Communication history, internal notes, message status and priority available for each message.
• For agents set for push routing, the system will automatically send the next message, of all queues for which agent is responsible, to their desktop for response.
• Templates from a list of suggested replies or other libraries accessible for insertion into response.
• Ability to define customer data variables in response templates. As agent opens a suggested or other library templates, CRM-based customer data will automatically populate the template. If no data exists a default value will be inserted.
• Case management tools for agents to reassign or escalate inquiries, collaborate on responses, split message threads, search message archives.
• Notification link to messages allows message notification to be sent to system users' e-mailbox with a direct link to message in system (requires user to input ID and password).
• Spellchecker with customizable dictionary to insure professional replies.
• Both push and pull message assignment methods configurable on the user level.
• MailTrack feature for employees beyond the call center to receive and respond to messages in their existing e-mail client, while maintaining full message tracking.
• Extensible architecture for integration with one or more already-implemented customer management systems.
EXTENSIVE MANAGEMENT TOOLS
• Queue status screens for customer support supervisors to monitor message queues and service level compliance.
• Configurable, time-based and load-based thresholds for personal and group e-mail queues.
• Ability to define detailed workflow for messages and queues that hit queue-specific thresholds. Automated actions can include pager notification and escalation or spillover to other queues. Additional rules-based processing can be performed on message to qualitatively define actions based on categories, mailbox, priority, etc. New option for round-robin assignment of overloaded queues based on agent skills.
• Filtering and bulk message management tools for supervisors to adjust queue-load based on message content, time in queue, sender, status, and more.
• Outbound mailing feature for the creation of mailing lists based on customer interest, sending of targeted mailings, and automated processing of replies.
• Built-in reporting tools for managers to generate reports on message traffic, system, agent and group performance, and customer inquiry trends.
• Real-time monitoring screens provide the most current information on agent activity and performance, as well as personal and skillgroup queue status.
• Distributed system of rules, where a central rules server transfers inquiries to a hierarchy of subsequent rules servers, for more detailed processing within large organizations and system scalability. Requires custom configuration and quotation.
• Roles-based user settings for administrative tasks-including rule, user, queue and library management-to be distributed within the various departments.
• Detailed user settings and mail-access permissions define, for each agent, the response method and access to queues and messages in the system.
• Bulk user management tools for the easy configuration, role definition and management of large numbers of system users.
ICM ENTERPRISE AND IPCC ENTERPRISE INTEGRATION
Common Contact Center Agents
• Agent definition shared by all Cisco media-channels integrated to ICM Enterprise and IPCC Enterprise.
• Multi-media agents can be configured in any media-channel (e.g. voice, e-mail, or collaboration) and will be automatically created in the other channels. For example, if an agent is created in the E-Mail Manager Option that agent will automatically be created in ICM Enterprise or IPCC Enterprise and the Web Collaboration Option. The E-Mail Manager Option updates the Logger database when an administrator modifies a common agent.
• E-mail management agent and skillgroup reporting is fully integrated in WebView.
• Multi-media reports broken out by channel.
Managed Interruptability for E-mail
• ICM Enterprise and IPCC Enterprise can interrupt an agent working on e-mail to handle voice or chat contacts.
ACD AND IPCC ENTERPRISE COMPATIBILITY
• Integrated routing for E-Mail Manager Option will be supported in both TDM ACD and IPCC Enterprise configurations.
• Enables customers to migrate at their own pace from a legacy ACD to an IPCC Enterprise configuration.
Note: Universal Queuing is only available with IPCC Enterprise.
• New wizard guides E-Mail Manager Option administrators through the integration process with ICM Enterprise and IPCC Enterprise.
Enterprise Skill Group Management
• Using ICM Enterprise or IPCC Enterprise configuration tools, an administrator can link related skill groups on multiple E-Mail Manager Option servers for routing and reporting purposes. (Example: Boston Sales and Seattle Sales on separate E-Mail Manager Option servers can be combined into a Sales enterprise skill group.)
Service Level Tracking Across Media-channels
APPLICATION SERVER OPERATING SYSTEM
• Windows 2000
APPLICATION DATABASE SUPPORT
Note: DB Server should be separate from application server.
• Oracle 8i (8.1.7)
• Microsoft SQL Server 2000
AGENT AND ADMINISTRATOR PLATFORMS
• Windows 2000
– Internet Explorer: 5.5 or 6.0
• English (American)
• French (France)
• Simplified Chinese (PRC)
PART NUMBERS AND ORDERING
Cisco Part Number
ICM Enterprise Email Agent
IPCC Enterprise Email Agent
ICM Hosted Email Agent
IPCC Hosted Email Agent