Cisco Unified Intelligent Contact Management Enterprise
About Cisco Unified Intelligent Contact Management Enterprise
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Cisco Unified Intelligent Contact Management Enterprise (ICM Enterprise) stands as a formidable solution within the realm of enterprise-level contact center software. Developed by Cisco Systems, a global leader in networking and communications, ICM Enterprise is an active and continuously evolving platform designed to orchestrate complex customer interactions across diverse channels. It caters primarily to large organizations within industries such as telecommunications, financial services, healthcare, retail, and government, where high-volume, mission-critical contact center operations are the norm. Its global reach ensures availability and support across numerous countries, with payment options accommodating major currencies and localized variations. The platform's interface and documentation are available in multiple languages, reflecting its international scope. While not featuring a traditional in-app marketplace, ICM Enterprise integrates seamlessly with a broad ecosystem of Cisco products and third-party systems. This integration is crucial for its functionality, allowing it to act as a central hub for managing interactions across voice, chat, email, and web collaboration. It effectively virtualizes contact centers, bridging heterogeneous ACD and IVR systems into a unified management framework.
Pros & Cons
- +Robust and scalable for large enterprises.
- +Comprehensive feature set for complex contact center operations.
- +Excellent integration capabilities.
- +Strong reliability and performance.
- +Extensive support and training resources.
- −Complex configuration and management.
- −Requires specialized technical expertise.
- −Primarily on premise, requiring significant hardware.
- −Steep learning curve.
- −Dependency on Cisco Ecosystem – Works best when integrated with other Cisco solutions.
Features
Key features
- 1. Intelligent Routing
- Dynamically routes calls based on agent skills, availability, and real-time conditions.
- 2. Multichannel Contact Management
- Integrates voice, chat, email, and web collaboration into a unified platform.
- 3. Customer Profiling
- Uses contact-related data to personalize customer interactions.
- 4. Real-Time Monitoring and Reporting
- Provides detailed insights into contact center performance.
- 5. Virtualization of Contact Centers
- Enables integration of heterogeneous ACD and IVR systems.
Additional features
- 1. Advanced Call Prerouting
- Interfaces with carrier intelligent networks for efficient call handling.
- 2. Skill-Based Routing
- Routes calls to agents with the most appropriate skills.
- 3. Real-Time Queue Management
- Monitors and manages call queues to optimize wait times.
- 4. Agent Performance Monitoring
- Tracks agent activity and performance metrics.
- 5. Historical Reporting
- Generates comprehensive reports for analysis and optimization.
- 6. Outbound Campaign Management
- Manages outbound calling campaigns.
- 7. Computer Telephony Integration (CTI)
- Integrates phone systems with computer applications.
- 8. Web Collaboration Integration
- integrates web based interactions.
- 9. Email Interaction Management
- Manages inbound and outbound emails.
- 10. Chat Interaction Management
- Manages inbound and outbound chat sessions.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Cisco Unified Intelligent Contact Management Enterprise
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Cisco Unified Intelligent Contact Management Enterprise Details
Cisco Unified Intelligent Contact Management Enterprise's In-App Market Place
Does Cisco Unified Intelligent Contact Management Enterprise have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), AUD ($), CAD ($), CNY (¥), INR (₹), MXN ($), BRL (R$), RUB (₽), KRW (₩), SEK (kr), CHF (CHF), TRY (₺), SGD ($), NOK (kr), HKD ($), ZAR (R), DKK (kr), PLN (zł)
Pros & Cons
- Robust and scalable for large enterprises.
- Comprehensive feature set for complex contact center operations.
- Excellent integration capabilities.
- Strong reliability and performance.
- Extensive support and training resources.
- Complex configuration and management.
- Requires specialized technical expertise.
- Primarily on premise, requiring significant hardware.
- Steep learning curve.
- Dependency on Cisco Ecosystem – Works best when integrated with other Cisco solutions.
Cisco Unified Intelligent Contact Management Enterprise's Support Options
Email Address
support@cisco.comContact
1 800 553 2447Documentation
https://devnetsupport.cisco.com/Chatbot
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