Specifications

4-46 Chapter 4: Collaboration
The Cisco Unified Intelligence Suite comprises two components: Intelligence Center and the Archiver data
repository. The suite also includes advanced integration tools that help users evolve the platform into an
enterprise-wide information portal.
Intelligence Center is a web-based application that provides real-time and historical reporting in an easy-to-
use, wizard-based interface. The Archiver is an external Microsoft Structured Query Language (MS-SQL) data
repository that adds significant scalability and flexibility to Cisco Unified Contact Center reporting. The
advanced integration tools allow customers to integrate data from nontraditional contact center sources such
as Really Simple Syndication (RSS) feeds, external websites, and third-party databases to further improve
business efficiency and effectiveness.
Ideal for Companies That Need these Features
Key Features
• Cisco Unified Intelligence Suite offers real-time and historical reporting in an easy-to-use, wizard-based
interface.
• The solution offers a variety of presentation formats such as interactive grids, charts, web pages, and RSS
feeds.
• Administrators can control access to features, reports, and data by granting privileges to individual users or
groups of users.
• The solution offers integrated reporting for any data source, including third-party automatic call distributors
(ACDs), Cisco Unified Workforce Management, customer relationship management (CRM), and QM products.
• The solution offers the ability to move between reports through hyperlinks providing drill-up, drill-down, and
drill-across capabilities.
• Advanced drill-down capabilities allow customers to link multiple reports, including the ability to drill across
data sources for maximum flexibility.
For More Information
For more information about the Cisco Unified Intelligence Suite, visit: http://www.cisco.com/go/cc.
Through a combination of multichannel contact management, intelligent routing, and network-to-desktop
computer telephony integration (CTI), the Cisco Unified Intelligent Contact Management Enterprise segments
customers, monitors resource availability, and delivers each contact to the most appropriate resource
anywhere in the enterprise.
The Cisco Unified Intelligent Contact Management Enterprise solution allows customers to keep their current
legacy solutions in place regardless of TDM or IP voice transports, while giving them a migration path to new
technologies such as VOIP, multi-channel and presence. When deployed with the Cisco Unified Customer
Voice Portal, it lets customers begin to move call routing and queuing into the IP network, while leaving their
existing TDM automatic call distributors (ACDs) and agents in place. Therefore, customers can decide to
replace aging technologies independently, when it makes the most sense for them.
Ideal for Companies That Need These Features
Key Features
• Cisco Unified Intelligent Contact Management Enterprise offers carrier-class, distributed fault tolerance for
uninterrupted operation.
• The solution provides profiles using contact-related data: dialed number and calling line ID (CLID), caller-
entered digits, data submitted on a Web form, or information obtained from a customer profile database
lookup. Profiles are processed with user-defined routing scripts that graphically reflect business rules. The
solution routes each contact to the optimum resource anywhere in the enterprise, and delivers a unique and
rich set of call-event and customer-profile data to the targeted desktop as a contact arrives, personalizing
service and maximizing efficiency.
Cisco Unified Intelligence Suite
Cisco Unified Intelligence
Suite
• Powerful web-based reporting platform that is as flexible as it is intuitive
• The ability to report on the details of every contact across all channels from a single interface,
regardless of the resources involved
Cisco Unified Intelligent Contact Management Enterprise
Cisco Unified Intelligent
Contact Management
Enterprise
• Customers with existing, multi-site, single or multi vendor legacy ACD infrastructure looking
for a unified call routing and CTI solution
• Customers looking for a migration path from their existing TDM architecture to an IP solution
• Customers who require unified routing across media types and across disparate vendor PBX
and ACD solutions