Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.
Delivery of each contact to the most appropriate resource anywhere in the enterprise
Comprehensive customer profiles using contact-related data
Segmentation of customers, and monitoring of resource availability
Routing to the most appropriate resource to meet customer needs and conditions
Presence integration to increase caller satisfaction through improved agent performance