Cisco Systems Enhances its IP Contact Center Solution

Cisco Systems announced two enhancements to its software-based call routing solutions: the Cisco Internet Protocol Contact Center (IPCC) Enterprise Edition 5.0 and Cisco Intelligent Contact Manager (ICM) Enterprise Edition 5.0. The products are designed to support both single site and enterprise-wide contact centers scaling from 50 employees to thousands of seats. New features include multichannel automatic call distributor (ACD) reporting, routing and streamlined administration capabilities with IP telephony in a unified solution. Contact centers will now be able to manage customer queries via the channel of customer choice (web, phone, chat) and route the calls to the correct agent, regardless of agent geographic location.
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