Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM) is a cloud-based contact management solution designed for midsize and large companies. It assists users in contact routing, network-to-desktop telephony integration and multi-channel contact management from within a unified solution.
Cisco Unified ICM's contact routing feature allows calls to be cued and then routed to the appropriate resources to effectively handle customer inquiries. 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 a single solution.
Additionally, Cisco Unified ICM allows companies to integrate the contact center solution with third-party customer relationship management (CRM) systems. It performs a lookup in a customer database and makes routing decisions, where information from third-party CRM can help expand the data available to the agent, allowing that agent to help and guide the customers.
With Cisco Unified ICM's reports and a custom dashboard to monitor contacts and activities, organizations can make informed decisions regarding contact handling procedures. Support is available via phone and email.