ICM-to-ICM Gateway
ICM-to-ICM Gateway extends the Unified CCE capability by allowing agents to simultaneously post-route calls and supply additional call-related information to a second agent on a different ICM. This feature enables the initial agent to pass on gathered information without the customer's needing to repeat it to the second agent.
Following are some business scenarios where ICM-to-ICM Gateway functionality can be useful:
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A customer calls the institutional department of a financial corporation for customer service assistance with a company-sponsored 401k. The customer then asks to be transferred to the retail department to obtain assistance with a personal account.
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Two companies merge (for example, a bank and an insurance company), each of which has a contact center that uses Unified CCE. The corporation can use the ICM-to-ICM Gateway to transfer a call between the two companies; for example, to sell insurance to a bank customer.
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A customer calls a hotel to make a reservation. The hotel agent asks whether they also want to rent a car, and then transfers the calls to a car rental agent.
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A company uses an outsourcer to handle part of its overflow traffic. For example, the company service department handles paid support calls in-house but transfers warranty service requests to the outsourcer.
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A multinational corporation encompasses several geographic regions; each geographic region has its own Unified CCE.
In all these cases, ICM-to-ICM Gateway enables the call-related data to be transferred along with the call so the customer does not need to supply this information again.