Specifications

Chapter 4: Collaboration 4-47
• Cisco Unified Intelligent Contact Management Enterprise gives customers the choice to interact through their
phone, the web, voice over IP (VoIP), text chat, e-mail, or IM.
• The solution provides centralized management control over customer contacts, allowing users to implement a
single set of business rules that uniformly address customer needs independent of contact channel or
resource location.
Selected Part Numbers and Ordering Information
For More Information
For more information about Cisco Unified Intelligent Contact Management Enterprise, visit: http://www.cisco.com/go/icmee.
The Cisco Unified Intelligent Contact Management Hosted solution allows a service provider to quickly
become a strategic business partner by hosting a broad continuum of mission-critical customer applications.
With current users, its functions create new revenue opportunities while strengthening customer loyalty.
Ideal for Companies That Need These Features
This solution benefits the service provider and the customer as well.
Key Features
• From this virtual call center, calls are routed to contact center agents independent of their location, a service
especially appealing to businesses with branch offices or home agents.
• A network-based automatic call distributor (ACD) is combined with computer-telephony-integration (CTI)
services.
• Network interactive-voice-response (IVR) functions are located in the network to provide information to callers
or to collect information from callers before they speak with a live agent.
• Calls are routed between contact centers based on call-context information (dialed number and caller ID),
agent availability, and customer information from databases.
Selected Part Numbers and Ordering Information
For More Information
For more information about Cisco Unified Intelligent Contact Management Hosted, visit:
http://www.cisco.com/en/US/products/sw/custcosw/ps1973/index.html.
ICME-BUNDLE Requires the purchase of at least one ACD PG and one ICM Agent license. Functionality
included: monitor third-party ACD (call and agent); Call routing, including pre-routing from a
carrier network and port-routing from an ACD; Historical database server(s); WebView server
and WebView user connections; Internet Script Editor (ISE) server and ISE user connections;
application, SQL, and ICM-to-ICM gateways; redundant deployment of all licensed
components; Integrations through the ICM interfaces with third-party devices that are not
intended for agent desktop usage; Connections to Cisco IVR systems (IP-IVR and CVP) and all
related functions an ICM can perform, such as monitoring, reporting, and routing.
Cisco Unified Intelligent Contact Management Hosted
Cisco Unified Intelligent
Contact Management
Hosted
• Open architecture facilitates a smooth migration from circuit-switched to packet-based voice
technology while facilitating business-to-business services, e-commerce, and multimedia
applications such as Web collaboration and e-mail response management, all transparent to
the end user.
• Ability to deliver critical applications tailored to each customer’s business strategy, and to
sharply differentiate from competitors, making it easier to gain entry and obtain feature or
transport revenue (for the service provider)
• Services to take advantage of value-added service provider capabilities to meet business
goals (for the customer)
HOSTED-BUNDLE Consists of two separately-licensed sets of components.
The base licenses for the shared infrastructure, such as the NAM and the network interfaces. This
is an “a la carte” licensing model; a customized system can be licensed by selecting the required
volume and options
The software licenses for dedicated customer components such as the ICM instances,
peripheral gateway, agents, and so on. These are ACD PG and Agent licenses.