Create a Gartner Account

Cisco Intelligent Contact Management


Sign In

Already have a Gartner account?

Summary

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?

Pricing

Order Amount: $95.00

Help

For help or information on purchasing documents contact us.

Please provide your profile information.



By clicking the "Submit" button, you are agreeing to the Gartner Terms of use and Privacy Policy.

Call +1 855-515-4486 or contact us

to become a Gartner client.