Customer-Focused Contact Center

To support the competitive needs of Cisco customers as well as their prior investments, the multichannel software can function with Cisco IPCC or a legacy ACD.  Whichever one you choose, the same media channels are accommodated—voice, e-mail, blended collaboration, and text chat.  Customers can choose the type of communication medium they prefer.

Traditional Call Center ACDs

The traditional call center is based on proprietary hardware, a PBX that includes legacy ACD functions, such as routing, queuing, and agent state management.  Although the CTI-enabled ACD is not designed as a platform for integration, the multichannel software supports a number of legacy ACDs to accommodate customers who have invested in them.  At the same time, the multichannel software provides the flexibility for a traditional call center to transition to an open multichannel IP-based contact center.  

 

The multichannel software supports the following legacy ACDs: