Contact Center Applications
Proven Cisco contact center software has multichannel capabilities that can help organizations turn reactive support to proactive customer value creation that builds customer loyalty. Cisco contact center solutions include:

• Cisco Unified Contact Center Enterprise and Express: These software products can improve customer satisfaction and time to resolution with skills-based routing, voice, and video self-service; computer telephony integration (CTI); and multichannel contact management over an IP infrastructure.

• Cisco Unified Intelligent Contact Management: This software provides call-routing, CTI, real-time feeds with agent status and queues at each site, and intelligent routing while the call is still in the public switched telephone network (PSTN).

• Cisco Unified Customer Voice Portal: This automated voice and video self-service solution provides intelligent, personalized self-service over the phone. It works with the agent-assisted service provided by Cisco Unified Contact Center products or in standalone mode.

• Cisco Unified IP Interactive Voice Response (IP IVR): With this self-service solution, customers can pay bills, order products, and track deliveries—without interacting with a live agent.

• Cisco Unified Expert Advisor: This solution extends the productivity benefits of presence to customer interactions, making it possible for callers to receive assistance from subject matter experts regardless of where they are located in the enterprise. Presence-enabled routing can dramatically improve first-call resolution and reduce response times.

When located in the enterprise. Presence-enabled routing can dramatically improve first-call resolution and reduce response times.