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By combining multi-channel automatic-call-distributor (ACD) functions with IP telephony in a unified solution, Cisco Unified Contact Centre can help businesses to rapidly deploy a distributed voice-over-IP (VoIP) contact centre infrastructure.
Cisco Unified Contact Centre Enterprise segments customers, monitors resource availability, and delivers each contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related data such as dialled number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact centre to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, and queue lengths.
The combination of customer and contact centre data is processed through user-defined routing scripts that graphically reflect the organisation's business rules, enabling Cisco Unified Contact Centre Enterprise to route each contact to the right place. Wherever an agent is based, the system delivers a rich set of call-event and customer-provided data to the targeted desktop as a contact arrives, personalising service and increasing efficiency. Throughout the process, distributed fault tolerance helps ensure uninterrupted operation. Routing Functions
The routing functions of Cisco Unified Contact Centre Enterprise provide the intelligent distribution of contacts as they enter the company's network. When a contact requires redirection, Cisco Unified Contact Centre Enterprise applies business logic, sending the contact to the best available enterprise resource. For contacts flowing between sites or among agents, skill groups, or IVRs, the routing optimises each customer's interaction by retaining collected data, eliminating the need for the customer to restate information. Customer Profile Routing
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Cisco Unified Contact Centre Enterprise extends the sources of data available for making contact routing decisions and for populating agent desktop applications. For instance, Cisco Unified Contact Centre can perform a lookup in a customer database during routing to guide its decisions. Organisations can also use information from Customer Relationship Management (CRM) applications to match customers with agents and expand the data available to screen pop applications.
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