Implementing a modern, multi-channel contact centre system based on the Cisco Unified Contact Centre platform, composed of the following components:

• IP telephone exchange (IP Cisco Call Manager),
• IP audio-text machine (Cisco IP IVR),
• multi-channel contact management system (Cisco ICM)
• managing e-mail communication (E-Mail Manager)
• managing web-collaboration (Cisco Web Interaction Manager)
• automation of telephone campaigns (Cisco Outbound Option)
• applicative solution for agents and supervisor (Sedam Agent/Supervizor Desktop)
• real-time and historical reporting

Attached files

• Cisco IPCC - Sedam CRM Datasheet HR (pdf 412.22 KB)