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<br />Cisco Customer Contact solutions have the intelligence to queue calls intelligently anywhere in the network, provide speech-enabled self- <br />service, and switch calls anywhere within the Customer Interaction Network using the converged IP network. Once a customer requests <br />a transfer to an agent, Cisco Customer Contact solutions use customer information to add significant value to CRM applications- <br />enabling quick routing of calls according to predefined work flows to the most appropriate agent. When the call arrives, the agent is <br />ready with detailed knowledge of the caller. Customers no longer have to wait in queues for long periods of time, only to be transferred <br />to an agent who then asks the caller to repeat information. <br /> <br />Cisco Customer Contact solutions provide a tremendous breadth of flexible, interoperable, end-to-end product offerings. This enables an <br />organization-large or small, enterprise or service provider-to move at its own pace along a migration path toward a fully converged IP <br />environment with dramatic ROI. <br /> <br />CISCO CUSTOMER CONTACT PRODUCTS <br /> <br />Cisco IPCC Product Family <br />· Cisco IPCC Express Edition <br />· Cisco IPCC Hosted Edition <br />· Cisco TPCC Enterprise Edition <br />· Cisco Computer Telephony Integration Option <br />· Cisco Web Collaborarion Oprion <br />· Cisco E-~Iail Manager Option <br />· Cisco Ourhound Option <br />· Cisco Enterprise Reponing <br /> <br /> <br />Cisco Intelligent Contact Management (ICM) Product Family <br />· Cisdl IC\ 1 Hosted Edition <br />· Cisco [C\\ Enterprise Edition <br />· Cisco Computer Telephony Integration Option <br />· Cisco \v.cb Collahoration Option <br />· Cisco E-\Iail Manager Option <br />· Cisco Ourbound Option <br />· Cis.:o Enterprise Reponing <br /> <br />Cisco Interactive Voice Response Product Family <br />· CiSUI IP Interactive Voi.:c Response <br />· Cis.:o Internet Service Nodc <br /> <br />For more information about Cisco Contact Center solutions, visit: Iltrl'://\\W\\..ClSCU.COI11!go/" <br /> <br />THIRD-PARTY XML PRODUCTIVITY APPLICATIONS <br />Cisco works with leading-edge companies to provide the broadest selection of innovative third-parry IP telephony applications and products <br />to deliver the flexibility and speed necessary for businesses to respond to changing market and competitive requirements. Focused on critical <br />business applications such messaging, customer care, and workforce optimization, Cisco IP Telephony and IP Communications AVVID <br />technology partners offer solutions for many categories, including IP phone applicarions. IP phone applications deliver customized content to <br />Cisco IP phones that support Extensible Markup Language (XML), enhancing employee productivity and unleashing the power of <br />intelligent network products. <br /> <br />For more information about third-party productivity applications that enhance Cisco IP Communications solutions, visit: <br />http:/www.cisco.com/go/ a pps <br /> <br />10 <br />