Cisco IPCC Enterprise Outbound Diale

Cisco IPCC Enterprise Edition delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration, and multi-channel contact management over an IP infrastructure. By combining multi-channel automatic call distributor functionality with IP telephony in a unified solution, Cisco IPCC Enterprise Edition enables companies to rapidly deploy a distributed contact center infrastructure. Cisco IPCC Enterprise Edition segments customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise. To complete this transaction, the software profiles each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web form, and information obtained from a customer profile database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response status, queue lengths, etc.

The Cisco Outbound Option and its combination of outbound dialing modes complements the powerful inbound call handling capability of the Cisco IPCC Enterprise platform with a robust outbound call management solution. Campaigns can be built to utilize predictive, progressive, or preview dialing, which is integrated with inbound calls and compliant with contact center service levels to offer a powerful blended solution. Agents can be allocated to handle pure inbound, pure outbound, or both inbound and outbound contacts, offering an effective way to increase resource utilization in a contact center.