The Cisco Customer Interaction Network component provides a single, integrated platform for all contact center locations. It is a distributed, IP-based customer-service infrastructure that easily integrates with legacy contact center platforms and networks, providing multi-channel services and integration with customer relationship management applications.
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Intelligent contact routing and multi-channel automatic call distribution (ACD)—Enables interaction with customers via phone (inbound or outbound), web, e-mail or chat. The application provides call handling tailored to different classes of customers and to individual customers, providing flexible contact center operational profiles based on varying business needs.
•Voice and web self-service—Extracts and parses web content and presents this data to customers through a telephony interface, allowing simple transactional requests to be handled by the interactive voice response (IVR) system instead of by agents. This application provides self-service automation with automatic speech recognition (ASR) and TTS. It also performs prompt-and-collect functions to obtain user data such as passwords or account identification that it can then pass to contact center agents, and it delivers proactive notification users through e-mail, fax, pager, and short message service (SMS).
•Agent and supervisor options—Provide full support for agent or supervisor interaction using chat capabilities. Instant messaging offers the capability to communicate with any or all the agents on a supervisor's team. Other options include:
–Agent status monitoring
–Silent monitoring
–Barge-in
–Intercept
–Real-time and historical reporting
–ACD