Cisco Systems boosted its IP communications portfolio Tuesday with the release of two new call routing software solutions.
The products fall in line with Cisco's strategy to reconceptualize the call centre, the company said. Cisco noted the IP solutions -- Cisco Internet Protocol Contact Center (IPCC) Enterprise Edition 5.0 and Cisco Intelligent Contact Manager (ICM) Enterprise Edition 5.0 -- introduce the company's concept of a "Customer Interaction Network" through distributed IP-based call control, agent location independence and full multi-channel services.
Specifically, the Cisco Internet Protocol Contact Center (IPCC) Enterprise Edition 5.0 call routing solution is designed for contact centres with 50 to several thousand contact centre seats and features "intelligent" contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multi-channel contact management over an IP infrastructure.
Cisco Intelligent Contact Manager (ICM) Enterprise Edition 5.0 enables contact centres to "extend customer service across a networked virtual organization," Cisco said, by managing customer queries (via Internet, regular telephone or instant messenging) and routing calls to the correct agent and geographic location.
Available late February, pricing for both solutions begin at US$1,000 per agent, Cisco said.