ICM and related technology from Cisco can enable you to take your telecommunications infrastructure to a new level. It can add particular value where you are considering the following

ICM consists of a number of components, which, when combined, can deliver a complete unified communications solution.  One of the most important points to remember is that this is location independent, more on this later.  It consists of the following elements:

Routing functionality

This is one of the key benefits of the solution, enabling simple rules to be programmed into ICM which can be maintained on a flow chart basis. These can be as basic as opening times for either call centres or specific skill groups within the call centre, or you can develop logic, routing calls to different groups of agents dependent on variables such as longest available agent, or prioritize calls to different agent skill groups based on location.

Data integration

Not only can ICM make agent/skill group specific routing choices, it can also integrate into your customer database, hence enabling callers to be be more effectively segmented. In addition this can enable the use of IVR technology, potentially  resolving calls before they reach an agent. ICM also enables CTI, such that the customer data can be presented onto the agents desktop simultaneously as they receive the call, both improving the customer experience and the agent efficiency.

Multiple channel communication

In addtion to voice communications, there are options to extend ICM to include Web collaboration and email management. In addition, such that maximum agent utilisation can be achieved, there is the option to blend inbound and outbound calls.

Reporting

ICM has both standard reports and the ability to create custom reports. In addition it can be integrated into applications such as QMax. It provides a picture of the overall contact center activity, enabling a centralised 'bridge' function to effectively manage staff levels, etc.