DATA SHEET Cisco Intelligent Contact Management (ICM) Software Cisco Intelligent Contact Management (ICM) software delivers an integrated suite of capabilities that enable a company to interact with its customers via phone, Web, and e-mail across an enterprise of automatic call distributor (), private branch exchange (PBX), interactive voice response (IVR), database, and desktop applications. The Cisco solution provides centralized management control over customer contacts, allowing users to implement a single set of business rules that uniformly addresses customer needs independent of contact channel or resource location (Figure 1). Moreover, ICM software enables consolidated reporting across heterogeneous, geographically dispersed resources. Through an open, distributed software architecture, the ICM platform manages voice and data distribution across the enterprise and enables a company to implement IP-based voice solutions while leveraging current technology investments. Figure 1 Contact Center Enterprise ICM Interactive Voice Response (IVR) PSTN/VoIP Formal contact center Home agent Voice Data Branch office Formal contact center All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 1 of 9
Through a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI), the ICM solution segments customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise. The software profiles each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web form, and information obtained from a customer profile database lookup. At the same time, the system knows which resources are available to meet the customer s needs based on real-time conditions (agent skills/availability, IVR status, queue lengths, and so on) continuously gathered from various contact center components. This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect a company s business rules enabling ICM software to route each contact to the optimum resource anywhere in the enterprise. Wherever an agent is based, the system delivers a uniquely rich set of call event and customer profile data to the targeted desktop as a contact arrives, personalizing service and maximizing efficiency. Throughout the process, carrier-class, distributed fault tolerance from the network to the desktop ensures the uninterrupted operation. Product Capabilities and Benefits Pre-Routing Function For ICM implementations with a carrier network connection, the Pre-Routing function makes a routing decision for each call while it is still in the network, enabling the Cisco platform to effectively segment customers, balance calls across the enterprise, and deliver each contact to the best enterprise resource the first time. Post-Routing Function The Post-Routing function provides the intelligent distribution of contacts already connected to a peripheral (, PBX, IVR, or Web/e-mail server) in a company s private network. When a contact requires redirection, ICM software applies business logic instructing the peripheral to send the contact to the best available enterprise resource. For contacts flowing between sites, among agents, skill groups, or IVRs, Post-Routing optimizes each customer s interaction. Customer Profile Routing The Cisco ICM system can include software to extend the sources of data available for making contact routing decisions and for populating agent desktop applications. For instance, ICM software is able to perform a customer profile database lookup during routing to more effectively segment customers and determine the optimal destination for each contact. Moreover, information obtained from customer relationship management (CRM) packages can be used to even more precisely match customers with agents and expand the data available to screen pop applications. Blended Agent Cisco ICM software has traditionally enabled companies to distribute inbound service volume to a multitude of termination points including, IVR, home agents and network terminations. Cisco Blended Agent and its combination of outbound dialing modes complements the ICM s powerful inbound handling capability with a robust outbound management solution. Call blending and predictive dialing offer a way to increase resource utilization in a contact center. Cisco Blended Agent enables contact center managers in need of outbound campaign solutions to take advantage of the enterprise view that ICM maintains over agent resources. Cisco Blended Agent integrates seamlessly with the Cisco ICM solution. Blending is coordinated at an enterprise level, allowing the ICM to direct live calls to the best available agents at any site. To handle large campaigns, the solution can scale by adding multiple dialers at one or more sites to generate calls based on agent availability and individual campaign settings defined by the system administrator. All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 2 of 9
Computer Telephony Integration Cisco ICM software enables users to deploy a complete network-to-desktop CTI strategy, including comprehensive functionality at the agent s workstation. The product delivers a rich set of data to business applications, providing enterprise-wide call event and customer profile information to a targeted agent desktop or business application server. The ICM solution empowers companies to more effectively utilize their corporate resources with minimal custom development or systems integration, enabling an organization to implement CTI quickly and cost-effectively. Consolidated, Enterprise-wide Reporting The Cisco ICM solution enables enterprise-wide, normalized collection of real-time and historical data necessary for mission-critical contact center reporting. An open software architecture allows for the consolidation of timely and accurate information from the Internet, carrier networks, s, IVRs, Web servers, databases, business applications, and other resources, creating a complete view of the contact center enterprise (Figure 2). Contact, customer, and peripheral data are collected and stored in a Microsoft SQL Server (Structured Query Language) database for use in real-time and historical reporting. Data relative to individual agents can also be collected, eliminating the need to gather this information from individual switches. Figure 2 Consolidated Reporting The system s reporting package enables ICM users to generate reports using provided templates, create custom reports, and schedule reports to run at specific intervals. Reports can be viewed from an ICM admin workstation, any authorized Web browser-enabled desktop, or any other Open Database Connectivity (ODBC)-compliant desktop application. Users can also export data to industry-standard file formats for use in other applications. Web Interaction With Cisco ICM software, customers who need information beyond that provided on a corporate Web site can request immediate assistance from a contact center agent via the Web. These real-time Web requests are routed by the ICM system using the same business rules applied to contacts arriving from a carrier network. Every request with the accompanying customer profile data collected over the Web is delivered to the most appropriate agent anywhere in the enterprise (Figure 3). All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 3 of 9
Figure 3 Seamless Web Interaction CCS Desktop application Agent ICM IVR Web server Web browser Customer IP PSTN Voice Data Two-way interactivity enables contact center agents to share information including Web pages, forms, and applications with customers over the Web while simultaneously conducting a voice conversation or text chat using a standard Web browser. Remote Agent Support Remote agent support extends the ICM environment by providing CTI, contact distribution, and reporting capabilities to branch-office and small office/home office (SOHO) agents, as well as to knowledge workers throughout the enterprise. In addition to skills-based routing, the product provides softphone, screen pop, and third-party call control functionality for remote agents delivering a single, network-to-desktop CTI solution for the enterprise. By incorporating agents outside of a contact center s physical location, the ICM solution enables companies to better utilize existing and on-demand resources, fully extend CTI functionality across an entire enterprise regardless of agent location, and eliminate the need for -extension products. IVR Integration IVR integration supports customer identification and segmentation, skills-based routing, and IVR load balancing while extending the value of IVR investments. ICM software s open IVR interface allows any IVR application to communicate with the Cisco platform, enabling the IVR to act as a routing client, as a managed resource, and as a queue point (Figure 4). All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 4 of 9
A service control interface enables ICM software to control IVR scripting, providing a single, unified scripting environment to which business rules can be applied. This Cisco solution also supports call queuing at a premises- or network-based IVR and directs the IVR to connect the call when an appropriate agent becomes available anywhere in the enterprise. Figure 4 IVR Strategy ICM IVR IVR IVR behind the NIVR NAM/SCP IVR in front the PSTN/VoIP Customer Voice Data System Architecture Distributed Fault Tolerance Cisco knows that the handling of customer contacts is a mission-critical business function. From the network to the desktop, all ICM software components and external application links provide carrier-class, distributed fault tolerance at both the hardware and software levels, with real-time application fail-over capabilities. Self-diagnosing and self-healing, the system automatically leverages redundant components when required and is resilient to hardware component failures, communications network failures, and asynchronous software errors. ICM software also includes a Simple Network Management Protocol (SNMP) feed for integration into a corporate-wide fault-management system. Multicarrier, Multivendor Capabilities The Cisco solution helps customers meet business objectives without the limitations of proprietary or custom solutions. The ICM software s open architecture supports a heterogeneous environment of carrier networks;, PBX, IVR, Web, and e-mail platforms; and complementary software applications enhancing the value of existing investments while supplying advanced functionality traditional offerings do not provide (ask your representative for a complete list of current network and platform support). By integrating previously heterogeneous applications, the ICM solution also permits normalized, consolidated reporting and enables a company to apply consistent performance standards across the enterprise. All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 5 of 9
In the United States, the ICM platform meets the certification standards of AT&T, MCI, and Sprint, enabling a company to utilize multiple 800-number carriers in a single contact center enterprise. Internationally, the ICM solution has interfaces to the world s leading carriers. The software s underlying architecture readily supports additional network interfaces based on market demand. Cisco also offers platform independence, while extending the value of premises-based equipment, by supporting a mixed environment of s and IVRs. Finally, integration with best-of-class applications for customer relationship management, agent scheduling, workflow management, voice recording, and other activities allows a company to address unique business requirements while maintaining an enterprise view of contact center performance. Open Systems Because ICM software leverages industry standard software from Microsoft and PowerSoft, customers can reap the benefits of world-class software functionality at a modest hardware cost. Moreover, the system s open architecture which includes an ODBC-compliant database, an open Computer Supported Telecommunications Applications (CSTA) switch interface, and Java and ActiveX interfaces for CTI applications integrates existing contact center solutions, preserves investments in legacy systems, and provides a platform for future applications. System Partitioning For multi-site deployments, partitioning enables a company to deploy a single ICM software installation across divisional lines. Individual business units maintain autonomy over policies, procedures, and contact center operations including scripts, enterprise skill groups, and schedules. At the same time, the corporation retains operational control over the system, optimizes the use of corporate resources such as s and network equipment, and maintains an enterprise view of all activity managed by the Cisco system. Scalability Cisco ICM software supports both enterprise-wide and nodal architectures. Should your company s use of the ICM platform grow to span many locations, the system is fundamentally architected to accommodate your changing environment while protecting your initial investment. Customer Services Installation Planning For each ICM software installation, Cisco assigns a project engineer to provide guidance in such areas as initial application design, implementation planning, system design support, project management, and coordination of third-party software and hardware acquisitions. Moreover, the project engineer oversees the integration and testing of the Cisco software as well as installation. This attention to detail in the installation-planning phase ensures that each ICM software deployment meets customers expectations and business goals. Operational Support A maintenance agreement provides customers 24x7 access to the Cisco Technical Assistance Center (TAC) and to Cisco Connection Online (CCO). Options for communicating with the TAC include telephone, e-mail, and fax. In addition, ICM software includes a phone home function that automatically transmits system events to Cisco, enabling the TAC to deliver proactive customer notification. CCO provides users with a wealth of up-to-date information, with hundreds of new documents added or updated each month. All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 6 of 9
ICM System Components ICM Central Controller The ICM central controller (CC) provides the central intelligence for the enterprise. The CC consolidates data from s, IVRs, desktops, databases, and other resources; receives and responds to network-level Pre-Routing and intersite Post-Routing requests from networks and contact center platforms; and makes routing decisions based on user-defined scripts developed in the ICM admin workstation environment. All of the performance and call detail information accumulated by the central controller is consolidated in a relational database, which is accessible via ICM software utilities and third-party SQL or ODBC tools. Enterprise-wide or site-specific contact center data can be viewed and the format and amount of information accessed are defined by each user. ICM Network Interface Controller For Pre-Routing applications, the ICM network interface controller (NIC) provides an interface between the central controller and the carrier network. For each incoming contact, the NIC receives a route request from the network, forwards it to the CC, and returns a destination address. The NIC transforms the network into a routing client enabling Cisco ICM users to control routing decisions at the network level, gain access to advanced intelligent network services, and exploit the benefits of toll-free number portability. ICM Peripheral Gateway The ICM peripheral gateway (PG) provides the interface between the central controller and premises-based systems such as s, IVRs, Web and e-mail servers, and agent desktop applications. The PG collects information regarding agent status and performance, IVR availability, contacts in queue, and other variables and makes this data available for Pre-Routing and Post-Routing. The PG tracks events on a per-agent and per-contact basis, ensuring the most accurate routing decisions possible. ICM Admin Workstation The ICM admin workstation (AW) is the user interface into the ICM environment, enabling system managers, administrators, and supervisors to define, modify, or view routing scripts; manage the system configuration; monitor contact center performance; define and request reports; and ensure system security. All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 7 of 9
Figure 5 Sample Voice/Data Flow Customer-profile database CC 5. 4. 6. PG 7. CTI Server Interface Route request 3. 6. Route destination TCP/IP Route request 3. NIVR NAM/SCP 6. Call PSTN/VoIP IVR 7. 1. 7. Customer Desktop application Agent Voice Data 1. A customer dials an enterprise toll-free number to make an account inquiry. 2. The call is connected to a prompt in the network. The network IVR (NIVR) plays a script collecting an account number through customer-entered digits (CED). 3. Via the NIC, the network sends a route request which contains the dialed number (DN), the calling line ID (CLID), and the account number that was entered (CED) to the CC. 4. Via the PG at each contact center, the CC continuously receives real-time information from premises-based s, IVRs, and other platforms, enabling the ICM system to optimize routing decisions. 5. ICM software can perform a customer-profile database lookup to further refine routing. 6. The CC invokes a user-defined routing script to select the most appropriate resource anywhere in the enterprise and instructs the network, via the NIC, to route the call to that destination, which could be an or an IVR. Concurrently, the CC sends all call data to the associated PG. 7. Data collected by the PG from the network, NIVR, and customer-profile database can be screen-popped simultaneously with call presentation at the agent desktop. Note: The sample voice/data flow outlined above depicts an IVR in the carrier network. Alternatively, prompting may occur through an IVR at the premises or through a combination of network- and premises-based IVRs. All contents are Copyright 1992 2001 All rights reserved. Important Notices and Privacy Statement. Page 8 of 9
Corporate Headquarters 170 West Tasman Drive San Jose, CA 95134-1706 USA www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 European Headquarters Cisco Systems Europe 11, Rue Camille Desmoulins 92782 Issy-les-Moulineaux Cedex 9 France www-europe.cisco.com Tel: 33 1 58 04 60 00 Fax: 33 1 58 04 61 00 Americas Headquarters 170 West Tasman Drive San Jose, CA 95134-1706 USA www.cisco.com Tel: 408 526-7660 Fax: 408 527-0883 Asia Pacific Headquarters Cisco Systems Australia, Pty., Ltd Level 9, 80 Pacific Highway P.O. Box 469 North Sydney NSW 2060 Australia www.cisco.com Tel: +61 2 8448 7100 Fax: +61 2 9957 4350 Cisco Systems has more than 200 offices in the following countries and regions. Addresses, phone numbers, and fax numbers are listed on the Cisco Web site at www.cisco.com/go/offices Argentina Australia Austria Belgium Brazil Bulgaria Canada Chile China PRC Colombia Costa Rica Croatia Czech Republic Denmark Dubai, UAE Finland France Germany Greece Hong Kong SAR Hungary India Indonesia Ireland Israel Italy Japan Korea Luxembourg Malaysia Mexico The Netherlands New Zealand Norway Peru Philippines Poland Portugal Puerto Rico Romania Russia Saudi Arabia Scotland Singapore Slovakia Slovenia South Africa Spain Sweden Switzerland Taiwan Thailand Turkey Ukraine United Kingdom United States Venezuela Vietnam Zimbabwe Copyright 2001, All rights reserved. Printed in the USA. Cisco, Cisco Systems, Post-Routing, Pre-Routing, and the Cisco Systems logo are registered trademarks of and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0108R) SPS 8/2001