Solutions - IPCC

Meeting customer expectations for personalized service requires accommodating individual preferences for multimedia contact options, including access to several channels during a single transaction and delivering consistent levels of service across contact channels. The Cisco IP Contact Center (IPCC) customer experience is one of comprehensive care, where agent-assisted help is smoothly integrated with customer self-service capabilities.

The Cisco IPCC delivers intelligent call routing, network-to-desktop CTI, and multimedia contact management to contact center agents over an IP network. By combining software ACD capability with IP telephony in a unified solution, IPCC represents the next generation of contact center applications. The Cisco IPCC delivers an integrated suite of proven products, including Cisco ICM (Intelligent Contact Manager), that combine Cisco IP telephony and contact center solutions and enable agents using Cisco IP Phones to receive both time-division multiplexing (TDM) and VoIP inquiries.

Specific capabilities include intelligent call routing, ACD capability, network-to-desktop computer telephony integration, interactive voice response integration, call queuing, and consolidated reporting. Cisco IPCC integrates easily with legacy call center platforms and networks, enabling organizations to continue to leverage the investment in legacy systems while providing a smooth migration path to an IP infrastructure.

The Cisco IPCC can be implemented in single-site and multi-site contact centers. It uses an organization’s existing IP network, leveraging the wide-area network infrastructure, lowering administrative expenses, and extending the boundaries of contact center enterprises to include branch offices, home agents, and knowledge workers.

Whether enterprises are expanding an existing operation or establishing their first contact center, the Cisco IPCC can help them realize cost and performance