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Web, Chat, & IVR on IPCC Express

Does the IPCC Express support Web, Chat, IVR, CRM integration Contact Center ?

Regards

Mohamed

2 REPLIES
Gold

Re: Web, Chat, & IVR on IPCC Express

Mohamed,

IPCC Express supports Web through Cisco Collabaration Server (co-browsing, call-back, etc.) and Cisco Professional Services. If you don?t want to use CCS, you can use the HTTP subsystem in IPCC Express and program your own application for callback.

Chat is supported between agents and supervisor. If you would like to support a chat session wuth a customer, you can use Cisco Collaboration Server.

IVR is fully supported. You can play prompts, collect digits, communicate with a web server, use database servers, etc.

CRM integration is supported using Windows macros. There is a connector for an integration with Microsoft CRM.

Depending on the feature you need, there are three different IPCC Express versions: Premium, Enhanced and Standard.

Take a look to this link to get more information regarding IPCC Express versions and Features:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet09186a008019ade0.html

Hope this helps,

Juan Luis

New Member

Re: Web, Chat, & IVR on IPCC Express

lpezj wrote:

Mohamed,

IPCC Express supports Web through Cisco Collabaration Server (co-browsing, call-back, etc.) and Cisco Professional Services. If you don?t want to use CCS, you can use the HTTP subsystem in IPCC Express and program your own application for callback.

Chat is supported between agents and supervisor. If you would like to support a chat session wuth a customer, you can use Cisco Collaboration Server.

IVR is fully supported. You can play prompts, collect digits, communicate with a web server, use database servers, etc.

CRM integration is supported using Windows macros. There is a connector for an integration with Microsoft CRM.

Depending on the feature you need, there are three different IPCC Express versions: Premium, Enhanced and Standard.

Take a look to this link to get more information regarding IPCC Express versions and Features:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet09186a008019ade0.html

Hope this helps,

Juan Luis

Thanks for your explanation! I got more deep understanding about this part.

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