Cisco IP Contact Center (IPCC)

IP communications of Cisco (IPC) are powerful, but at the same time a flexible solution, to the suitable enterprises of any size - from small business to huge corporations. Cisco IPC completely corresponds to architecture of Cisco AVVID (Architecture for Voice, Video and Integrated Data) and includes the IP telephony, the unified message exchange, IP of video and audio of a conference and contact centers. The products Cisco IPC will help to increase competitive advantage of the company and to achieve repeated return of investments (ROI) by increase in efficiency, labor productivity and customer satisfaction. Cisco IP Contact Center (IPCC) Express is an integral part of IP communications of Cisco and provides integrated solution for contact management of clients both from a voice, and from data, using advantages of the integrated infrastructure of Cisco.

Architecture of AVVID

Cisco IPCC Express is expected the companies of the small and medium size and also for the organization of contact center in branches or departments of the large companies. This product supports intellectual routing of calls, contact management and ample administrative opportunities. Besides, Cisco IPCC Express is just established and configured.

Cisco IPCC Express is developed taking into account maximum efficiency and convenience by simplification of integration into business applications, simplification administration of jobs of operators and also by performance improvement and efficiency of use of network resources. These opportunities allow to reduce costs and to improve customer satisfaction contact center. This product is the boxed solution constructed on the only server, but at the same time provides independence of location of operators, good scalability of quantity of jobs and provides powerful tools for automatic distribution of calls, such as routing based on the predetermined conditions, setting of calls to queue, calculation of waiting time to lines, the reporting in real time and based on historical data. Thus, IPCC Express provides single integrated solution with functions of automatic distribution of calls and IVR (Interactive Voice Response).

For the best compliance to requirements of functionality of Cisco IPCC Express it is delivered in three versions: Standard, Enhanced and Premium. IPCC Express Standard can be upgraded without problems both to the version of Enhanced, and to Premium for ensuring additional functionality, including skills-based routing, queue of calls with priorities, integration into computers of users and a possibility of the supervisor, such as listening of negotiations, interception of calls and mode of training of operators. All products of the IPCC Express series are closely integrated with architecture of Cisco AVVID and products of the Cisco Unified series.

Structure of contact center

Cisco IPCC Express is contact center which can service up to 200 operators. Depending on the version following features are available:

• Contact center "from a box": Completely integrated solution from ACD, IVR and CTI
• Possibility of localization, including French, German, Japanese, Chinese, etc. languages.
• Accounting and detailing of calls
• The reporting based on historical data
• Support of the Cisco Agent Desktop, Cisco Supervisor Desktop and IP Phone Agent applications - are available in all versions of IPCC Express and IPCC Enterprise
• Support of pop-up windows
• Reporting under the sessions of IVR
• Support of conditional routing and routing on the basis of qualification signs
• Support of queues with priorities
• Support of listening and interception of calls
• Full integration with the computer for support of databases, XML of applications, and any Java expansions
• Support of record of a call upon the demand of operators or supervisors

Cisco IPCC Express is developed taking into account maximum efficiency and convenience by simplification of integration into business applications, simplification administration of jobs of operators and also by performance improvement and efficiency of use of network resources. These opportunities allow to reduce costs and to improve customer satisfaction contact center.

Besides, Cisco conducts aggressive price policy in relation to IPCC Express. The average price for a workplace of the agent fluctuates from US$700 to US$1500.

Within the solution Cisco IPCC all necessary means are provided for the organization of call center and processing of client requests using means of automatic call distribution, the systems of automatic interactive speech interaction (IVR) and agency applications. The powerful system of creation of reports including statistic reports and reports on work in real time allows to control completely work of all contact center, to monitor resource availability, to obtain all information necessary for timely reaction to changes of flows of client appeals to Contact center. Can use the solution Cisco IPCC Express for work the existing IP infrastructure of call center, optimizing, thus, capital investments and reducing costs on administration.

All algorithms of distribution of calls and contacts in call center, the interactive voice answer form in the form of intuitive graphic scenarios using the ready components allowing to create quickly new and to change the existing algorithms according to business challenges without involvement of professional programmers. At the same time in scenarios can be applied and low-level by Java components to the solution of specific tasks of call center.

Contact centers of Cisco IPCC are initially focused on IP technologies that allows to involve all their advantages to the maximum: distribution, territorial independence, multimedia and interactivity.