Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM) is a contact management solution designed for midsize and large companies. It assists in intelligent contact routing, network-to-desktop telephony integration and multi-channel contact management from within a unified solution.
Its intelligent contact routing feature allows calls to be cued and then routed to the most appropriate resources to effectively handle customer enquiries. Multi-channel contact management allows customer service representatives to handle inquiries from various sources, such as telephone, email, real-time chat and social media, using one system.
Cisco Unified ICM allows companies to integrate the contact center solution with a third-party customer relationship management (CRM) system. It performs a lookup in a customer database and makes routing decisions, where information from third-party CRMs can help expand the data availability to the agent, allowing that agent to help the customer more efficiently.
With accurate reports and a dashboard to monitor contacts and activities, organizations can make informed decisions regarding contact handling procedures.