Cisco Call Center software is designed for midsize and large companies. This software provides a combination of multichannel contact management, intelligent routing and network-to-desktop CTI (Computer Telephony Integration) capabilities for call center management.
Cisco Call Center enables users to integrate inbound and outbound voice applications with Internet applications, such as real-time chat, Web collaboration and email. This allows a single agent to support multiple interactions at once, irrespective of the communication channel chosen by customers.
This software also provides virtualized contact center routing and computer telephony integration with third party ACD (automatic call distribution) and IVR (interactive voice response) systems. Users can segment customers and monitor resource activity and availability.
Other features of the Cisco Call Center include carrier-class distributed fault tolerance and mission critical contact center reporting.