Overviews

• Intelligent Contact Management
  Integrated suite enables a company to interact with its customers via phone, Web, and e-mail across an enterprise of automatic call distributor (ACD), interactive voice response (IVR), database, and desktop applications.

• Cisco Network Applications Manager
  The Cisco Network Applications Manager (NAM) enables a service provider to host a broad continuum of mission-critical customer applications.

Brochures

• Concerto and Cisco IPCC Enterprise Technical Integration Brief
• Cisco IPCC Hosted Brochure
• Cisco IP Contact Center Product Overview
  This document provides an overview of IPCC, all of its components, and a section that describes how the solution works.

• Witness Voice Recording and Cisco ICM
  Combining the Power of Cisco Intelligent Contact Management with Witness Voice Recording.

Data Sheets

• Cisco Web Collaboration Option v5.0 Browser Support Product Spe
• Cisco Web Collaboration Option v5.0 Product Specifications
• Cisco IPCC Enterprise Edition Data sheet
  The Cisco IP Contact Center (IPCC) enables agents using IP phones to receive both TDM and VoIP calls. This datasheet includes the business case for IPCC, features, benefits, system components, and a sample voice/data flow.

• Cisco IPCC Hosted Edition Datasheet
• Cisco Outbound Option Data Sheet
• Cisco Outbound Option Technical Reference
• Siebel Integration IP Contact Center & Management 5.0
• Cisco ICM Enterprise Edition Data Sheet
  Cisco ICM software intelligently routes contact requests originating from the Internet or PSTN to the best enterprise resource.

• Cisco E-Mail Manager Option Data sheet
  Provides a comprehensive, enterprise-class solution for managing high volumes of customer inquiries submitted to your company mailboxes or Web site.

• Cisco E-Mail Manager Option v5.0 Product Specifications
• Cisco Web Collaboration Option Data Sheet
• Cisco IPCC Callback Option Data Sheet
  Technical Description of the features and benefits of the IPCC Callback Option - a customizable feature for Cisco IPCC that allows a caller to be automatically called back when an agent is available - eliminating hold time.

• Aumtech Fact Sheet
  Cisco ICM Software: Aumtech integration combining the power of Intelligent Contact Management with Aumtech Information Delivery Solutions.

• Octane
  Integration between Cisco Intelligent Contact Management and Octane software's Octane 2000 Internet Relationship Management application.

• Silknet
  Integrated solution for managing relationships with customers across the enterprise.

• Telera
  Integration between Cisco Intelligent Contact Management and the Telera Intelligent Communications Network

Business Cases

• Cisco Customer Contact Solution Guide

White Papers

• IP-based Customer Interaction Network Infrastructure Benefits
• Cisco E-Mail Manager White Paper
  Learn how to use e-mail response management to improve customer service and achieve competitive advantage.

• Chordiant CRM and Cisco ICM Integration
  Combining the power of Cisco intelligent contact manager with Chordiant customer relationship management.

• Pegasystems and Cisco Systems: Integrated CRM
  Seamless access to a full suite of CTI functionality through the combination of Cisco Intelligent Contact Management and Pegasystems eCom solutions.