Customer support and development of customer relationships are the key ingredients of a successful business. In terms of customer satisfaction and loyalty the control centres are getting more important. Cisco IP Contact Centre (IPCC) has shifted the contact centre traditional concept even higher, combining multi-channel services with customer relation management (CRM) applications. It enables comprehensive integration of voice applications with Internet applications including real time chat, cooperation of web and e-mail.

IPCC is suitable not only for organizations that are building a completely new contact centre. It can also be a suitable solution for companies that want to maintain the value of previous investments in the call centre technology, e.g. ACD, IVR, PBX and others. Cisco can bridge a gap existing between TDM and IP infrastructure. IPCC is also a suitable tool to monitor availability of Contact Centre resources, including availability of agents and expert team, Interactive Voice Response status, waiting times, etc. Every call, e-mail or fax message will be connected to the appropriate officer within the organization.

Soitron, partner of company 2Ring, offers integration system IPCC and CRM solutions called Mediator. Mediator is an application server that allows unlimited communication between Cisco IP Call Centre and CRM solutions including SAP CRM. Moreover, Mediator provides the agents with full control of the calls directly from CRM Desktop and transmission of clients‘ data to CC (e.g. in order to sophisticatedly manage call flow). This integration results in increased efficiency and performance of the Contact Centre.