Wafer Systems, based on Cisco IPCC, provides excellent migration strategy of introducing VoIP into contact center, while protecting the original investment. Its specific features include intelligent call routing, ACD function, network to desktop CTI, IVR integration, call queuing, as well as comprehensive reporting. The platform is an IP-centric system architecture which allows easy expansion of the scope of contact center. The solution can be deployed in a single point and multi-point environment.

IP-based call center and customer service center will enable company to interact with their customers through the Internet or PSTN by using ACD, IVR, Web and e-mail servers, and desktop applications.

Web-based ICM software can make differentiation of each client according to called number, calling number, the figures entered by the callers, the data submitted in the Web form, the information obtained from customer background database. At the same time, the system can collect real-time status information from contact center platform and seat desktop, and then know what information resource can meet customer needs.

This data formed after the combination of the information of customers and contact centers, can be dealt with by routing script developed in accordance with business needs, and can enable ICM software to route contact information to the best enterprise resource. At the same time, Cisco platform will provide customer-relevant information for Agent Desktop.

As part of IPCC, ICM software provides ACD function, including monitoring and control of agent state, routing and queuing of contact information, CTI function, real-time data oriented at administrator and agent, as well as management-purposed historical reporting function.

Further, Wafer integrates IPCC value-added applications provided by IPCC, and facilitates IPCC application in enterprise profit center, and directly provides a means for enterprises’ e-commerce and business.