Cisco IPCC
Cisco’s vision for the IP contact center (IPCC) market includes the unification of
voice and data to support how a customer wishes to contact a company anywhere,
anytime, via any channel. Cisco introduced the Cisco IPCC not as a product, but
as a solution that combines several packages for ease of administration and control.
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196 Chapter 7 • AVVID Applications
The IPCC solution, as just mentioned, is made up of a number of key components.
These are:
Cisco CallManager software
Cisco IP-IVR software
Cisco Intelligent Contact Management software
Agent Desktop Presentation
IPCC Hardware requirements
Underlying Infrastructure requirements
Cisco E-mail Manager (Optional)
Cisco Web Collaboration Solution (Optional)
Cisco Unity (Optional)
PBX Integration (Optional)