Design
Intellispring offers design, implementation, and maintenance of IP Contact Centers that can help you create more effective call flow and information processes. With Intellispring Contact Center services, Intellispring assembles integrated, end-to-end IP contact center solutions using Cisco Unified Contact Center technology along with the best of the best third party call center applications. We design an industry best, customized solution that will enable you to be more responsive to your customers. Intellispring comprehensive, tailored solution for the assessment, design, integration, and migration or deployment of your IP contact center can potentially result in higher staff productivity, improved customer satisfaction and lower costs.
- Segmentation of customers, and monitoring of resource availability
- Delivery of each contact to the most appropriate resource anywhere in the enterprise
- Comprehensive customer profiles using contact-related data, such as dialed number, and calling line ID
- Routing to the most appropriate resource to meet customer needs based on real-time conditions
(such as agent skills, availability, and queue lengths)
- Presence integration to increase caller satisfaction through improved agent performance,
and knowledge-worker expertise
- Simplifies business application integration
- Eases agent administration
- Sophisticated call routing and comprehensive contact management
- Workforce Optimization, including Workforce Manager, Quality Manager and Advanced Quality Manager
- E-mail management, chat, and web collaboration features
Cisco Unified Contact Center Express Edition
Improve operational efficiency, reduce business costs, and improve customer response with Cisco Unified Contact Center Express. Designed for midmarket, enterprise branch, or corporate departments requiring a sophisticated single site customer interaction management solution for up to 300 agents, this solution is easy to deploy, easy to use, secure, virtual, and highly available. UCCX provides a powerful automatic call distributor features, including conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data, and historical reporting The Cisco Unified Contact Center Express is a single-server, integrated "contact center in a box".
Cisco Unified Contact Center Enterprise Edition
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, desktop computer telephony integration (CTI), and call treatment allowing you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. UCCE is designed for enterprise markets requiring a sophisticated multi-site solution for over 300 agents. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen.
Cisco Enterprise Reporting Enterprise Reporting provides customers with enterprise-wide, real-time, and historical data to generate accurate and timely reports.
Cisco Agent Desktop and Cisco Supervisor Desktop
Cisco Agent Desktop is a computer telephony integration (CTI) solution for single- and multisite IP-based contact centers.
Cisco Outbound Option
Companies distribute inbound service volume to a variety of termination points, including automatic call distributors (ACDs), interactive voice response (IVR) systems, home agents, and network terminations.
Cisco Unified Intelligent Contact Management (ICM)
Provides centralized management control over customer contacts giving your customers the choice to interact with your contact center by phone, web, text chat, or email message.
Cisco Unified E-mail Interaction Manager/EIM
Enables your contact center, helpdesk, and customer service team to intelligently and efficiently route and process inbound e-mails and Web form inquiries from customers, employees, and other users.
Cisco Unified Web Interaction Manager/WIM
Agents deliver immediate answers to customer questions supported by comprehensive information stored in a shared knowledgebase of Web pages and other Web-based content.
Customer Voice Portal (CVP) Customers can efficiently retrieve the information they need from the contact center.
Unified IP Interactive Voice Response (IP IVR)
Self service and enhanced call control applications to improve overall customer satisfaction.
Cisco Meeting Place
On-premises voice conferencing
Cisco WebEx
Off-premises hosted voice conferencing
Calabrio Workforce Optimization
Workforce optimization tools that are directly integrated within Cisco Supervisor Desktop, which unifies the tactical tools for supervisors with the tools they need to optimize team performance.