Cisco ICM Insights

What is Cisco ICM?

Cisco ICM (Intelligent Contact Management) is a call routing and contact center automation solution. It intelligently routes inbound customer contacts (calls, emails, chats, etc.) to the most appropriate agent based on factors like agent skills, availability, and business rules. It's commonly used in large contact centers to improve efficiency, reduce wait times, and enhance the customer experience by ensuring customers are connected to the right resource quickly.

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What other technologies are related to Cisco ICM?

Cisco ICM Complementary Technologies

CUIC

Cisco Unified Intelligence Center (CUIC) is a reporting and analytics platform that provides real-time and historical data for Cisco Unified Contact Center Enterprise (UCCE) and other Cisco collaboration solutions, enhancing the value of ICM by providing insights into its performance.

mentioned alongside Cisco ICM in 17% (69) of relevant job posts

CVP

Cisco Voice Portal (CVP) is a key component of the Cisco Unified Contact Center Enterprise (UCCE) solution and is often deployed with ICM. It provides self-service capabilities and call routing functionalities that integrate with ICM's call management capabilities.

mentioned alongside Cisco ICM in 12% (72) of relevant job posts

UCCE

Unified Contact Center Enterprise (UCCE) is the broader contact center platform that ICM is a core component of. UCCE relies on ICM for intelligent call routing and distribution.

mentioned alongside Cisco ICM in 8% (59) of relevant job posts