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Cisco IP Communications is a comprehensive system of powerful, enterprise-class solutions — including IP telephony, unified communications, IP video and audio conferencing, and contact center — that is enabled by Cisco AVVID (Architecture for Voice, Video and Integrated Data). Cisco's IP Contact Center (IPCC) solutions increase an organization's competitive advantage and deliver measurable return on investment (ROI) by improving efficiency, boosting productivity, reducing operational expenses and enhancing customer loyalty.
Comprised of both Express and Enterprise Editions, Cisco's IPCC enables customers to move into the next phase of customer contact — beyond today's Contact Center — to a Customer Interaction Network. The Customer Interaction Network is a distributed, IP-based customer-service infrastructure that comprises a continuously evolving suite of innovative, multi-channel services and customer relationship management (CRM) applications. These services and applications provide enhanced responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. A Customer Interaction Network extends customer-service capabilities across the entire organization, giving an organization a more integrated and collaborative approach to customer satisfaction.
Cisco's IPCC Express Edition provides an integrated, full-featured solution for managing customer contacts with all the benefits of the converged Cisco IP Telephony architecture. It meets the needs of departmental, enterprise branch, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution. Designed for formal and informal contact centers, IPCC Express delivers sophisticated call routing, contact management, and administration features.
Cisco IPCC Enterprise Edition delivers a comprehensive strategic solution that provides intelligent routing and call treatment with transparent blending multiple communication channels, network-to-desktop computer telephony integration (CTI), and multi-channel contact management over an IP infrastructure. By combining multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution, Cisco IPCC Enterprise Edition enables companies to effectively deploy a distributed contact center infrastructure.
Contact centers are under constant pressure to speed response time to customer inquiries, provide consistent customer information across multiple channels, and most importantly, reduce operating costs. To help meet these demands, Cisco Systems has aligned its contact center technology for voice self-service with business objectives and core IT investments to offer an unprecedented level of customer service and operating cost efficiency using the Cisco Customer Voice Portal.
The Cisco Customer Voice Portal redefines and sets the standard for extending automated self-service beyond the limits of traditional interactive voice response (IVR) systems and voice portal platforms. It provides a fast return on investment (ROI) to lower operational costs in the contact center and help protect technology investments from obsolescence to provide a smooth and consistent multi-channel customer experience.
An integrated, intelligent solution that enables enterprise-wide interaction with customers via phone, Web, fax, and e-mail. Its sophisticated features allow companies to take full advantage of contact center resources and improve the overall quality of customer service.
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