Published: 04 April 2001
Analyst(s): Nathalie Alonso
Network-based call center services are gaining importance in the call center market. Cisco Intelligent Contact Management (ICM) software covers this market segment providing network-based contact routing capabilities. Based on open industry standards, it builds an enterprisewide customer contact platform by integrating multiple carrier networks and vendor switches, automatic call distribution systems (ACD), interactive voice response (IVR), Web-servers, and desktop applications. ICM software allows network service providers to offer enterprises advanced routing capabilities, network-to-desktop computer telephony integration, IVR and workforce management integration, remote agents, and Web-interaction capabilities. Reporting and real-time management from heterogeneous resources are centralized into ICM software. But what advantages does ICM software provide to the enterprise?
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