Customer Interaction Suite
Customer Interaction Suite is an IP telephony solution that allows corporations
and service providers the ability to interact with their customers on the Internet
or network in a real-time manner.There are four components to the Customer
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44 Chapter 2 • New World Technologies
Interaction Suite: Cisco Media Manager, Cisco Media Blender, Cisco E-Mail
Manager, and Cisco Collaboration Server:
Cisco Media Manager works with Cisco Collaboration Server to
direct a customer to the resource that will best serve their needs or
requests.
Cisco Media Blender does just what its name implies; it blends the
different types of media into one format.Voice, text, and WWW traffic
can all be combined into one medium, offering a significant cost savings
over the traditional model of separate dissimilar systems used to manage
customer data and communications.
Cisco E-Mail Manager is used to direct received e-mail to the appropriate
party or resource.This allows an organization to cut down on lag
time from the moment when e-mail is sent to the organization and
when the organization is able to respond to the e-mail.