Provides Session and Application Management. It is a socket level interface for integrating CTI Applications to Cisco Unified ICM and Contact Center Enterprise/Hosted.
The ICM/IPCC Application Gateway is a mechanism for interfacing the Call Router to an arbitrary customer application. The call router, under control of the routing script, will be able to make queries of a host, and base subsequent routing decisions on the results obtained.
Provides for IVR (VRU) applications/systems to communicate with the ICM and Contact Center Enterprise/Hosted system to provide VRU status and data to ICM, make ICM requests, or handle ICM instructions.
Provides rich contact center functionality – call processing, prompts and rich VXML scripting, voice response collection, agent selection, queuing and reporting on a single server deployment
The Cisco Contact Center Express Computer Telephony Integration Protocol (UCCXCTI) provides for Cisco partners to develop custom 3rd party agent and supervisor softphone applications similar to what is provided by the Cisco Agent Desktop (CAD).
Cisco Unified Contact Center Express routing supports a wide range of routing logic that can accurately target and selectively route different classes of contacts - or even single out individual contacts for customized, prioritized routing treatment.
Customer Voice Portal provides the capability for customers and partners to create their own custom Plug-ins and Elements for use within the Unified Call Studio, VXML Server, and Call Services Universal Edition products.
Cisco Finesse is an agent and supervisor desktop, designed to provide a collaborative experience for the various communities that interact with the customer service organization. Finesse allows developers to create their own OpenSocial Gadgets that are deployed inside of the Cisco Finesse OpenSocial Gadget Container. And it alos provides a Finesse API to be used inside of any thick or thin client application.
Cisco SocialMiner is a social media customer care solution. It can search/capture customer postings on the social web, filter them for relevance, and assign them to queues that are serviced by social media customer care professionals. Cisco SocialMiner will track posts and responses as well as provide metrics on the actions associated with this work.
REST-based set of operations that provide authenticated access to user resources and entities such as user's devices, subscribed services, speed dials, and much more from the Unified Communication configuration database
Combing the use of HTML API technologies and audio video hardware to deliver a comprehensive yet sophisticated telepresence experience (over Webex ect.)
Enables service providers to offer an enhanced unified communications service, in which a subscriber uses the same number for both voice and fax messages
