The NAM allows a Service Provider to host Cisco ICM software in the network and offer managed services with the same capabilities as customer premise-based ICM software. Cisco NAM is integrated with all major-vendor ACD products, including both premises-based ACDs and central office-based ACDs such as the Nortel DMS-100. The main value-added services that the Service Provider can offer based on the NAM are:
- Integration of geographically dispersed call centers, even if they are based on different brands of ACDs from a call routing and reporting point of view. The NAM enables services such as enterprise wide reporting through web-based interfaces or dedicated workstations, dynamic load balancing of calls over multiple call center locations using Pre-routing, CTI capabilities with integration form network to desktop, transferring calls within the enterprise with full call context using Post-routing.
- Full-featured automatic call distribution (ACD) as a network service through its IPCC functionality. IPCC agents have skills defined within the NAM; can participate with ACD-based agents in system-wide virtual skill groups; and can transfer, conference, and divert calls and other contacts within an enterprise framework.
- Network IVR services - the Service Provider can offer hosted IVR services as part of the call center services described above for prompting and queuing. The NAM is unique in that it allows the end-customer to fully control the hosted IVR application through their web-based control interface or dedicated workstation, in a secure way. This allows customers to prompt caller before making routing decisions so that calls can be sent to the right call center location.
With hosted ICM services, Service Providers can directly address the following market segments:
- Customers with multiple, geographically dispersed call centers, wanting to logically integrate the centers from a reporting and call routing point of view.
- Customers using (network hosted) IVR to determine call routing decisions.