ICM for Cisco Finesse: AI-Powered Omnichannel Chat
Intelligent Communications Manager (ICM) is Maaz Technologies’ AI hybrid chat solution for Cisco Contact Center — UCCX, UCCE, and PCCE listed on AWS Marketplace. It connects chat conversations from web, WhatsApp, Facebook, Twitter, and Instagram into a single omnichannel experience inside Cisco Finesse, with AI handling routine queries and routing complex ones to live agents. Explore our AutoVox AI Chat Assistant to see our broader AI chat capabilities.
Our Partners
Smarter Customer Engagement with AI-Driven Chat
ICM's AI engine answers common customer questions instantly and detects sentiment in real time, flagging negative interactions so agents can step in before a customer disengages. Supporting up to 40 languages, it lets Cisco Finesse agents handle a global customer base from one interface.
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One AI Layer for Every Customer Conversation on
Cisco Finesse
ICM brings automation, channel coverage, and reporting together in a single AI layer on top of Cisco Finesse — resolving routine queries instantly, unifying WhatsApp, web, and social channels into one queue, and giving supervisors visibility into performance through Power BI, all without replacing your existing Cisco Contact Center or NLP engine.
A Seamless Omnichannel Experience for Your Business
Customers can move between WhatsApp, web chat, Facebook, or Instagram without losing context — ICM keeps the full conversation history intact inside a single Cisco Finesse session, so agents never ask a customer to repeat themselves.
Instant Replies
ICM resolves common queries — order status, account questions, FAQs the moment they’re asked. Only conversations the AI can’t confidently handle move to an agent queue, cutting wait times without sacrificing accuracy.
Multi-Channel Support
Web chat, WhatsApp, Facebook Messenger, Twitter/X, and Instagram all route into one unified Cisco Finesse queue — agents work from a single interface instead of switching between platform dashboards.
AI NLP Enabled Response
ICM’s AI understands customer intent through natural language processing, delivering the right response automatically — while more complex requests are routed to a live agent with full conversation context.
Visualization and Analytics
ICM integrates with Microsoft Power BI, giving supervisors a single dashboard view of chatbot and agent interactions — so performance and customer feedback trends are visible in one place instead of scattered across systems.
Compatibility and Integration
ICM layers on top of Google Dialogflow, Azure AI, Kore.AI, or Amazon Lex as the NLP engine, deployed across Cisco Finesse UCCX, UCCE, and PCCE — so you keep your existing Cisco Contact Center investment while adding the AI layer on top.
Boost Efficiency with AI Chat
- Cuts repetitive manual replies so agents spend time on cases that need judgment, not copy-paste answers.
- One Cisco Finesse interface for AI and agent conversations — no toggling between separate tools.
- Fewer escalations overall, since routine queries never reach the queue in the first place.
- Consistent responses across every agent, since the AI handles first-line answers the same way every time.
Always-On Support Across Every Channel
- Customers get the same quality of response on WhatsApp, Facebook, or web chat — no channel is the "backup" option.
- Conversations stay available 24/7, even outside agent working hours.
- Handles high query volume without added wait time, even during peak hours.
- Escalations to a live agent happen with full history intact — nothing gets re-explained.
Why Choose Us?
Expertise in Cisco Finesse Solutions
Maaz Technologies is a certified Cisco partner, and ICM for Cisco is listed on AWS Marketplace — built specifically for UCCX, UCCE, and PCCE environments, not a generic chat widget adapted to fit.
Tailored for Your Business
Choose your own NLP engine — Google Dialogflow, Azure AI, Kore.AI, or Amazon Lex layered on top of your existing Cisco Finesse setup, so the AI conforms to your stack instead of forcing a migration.
Proven Results
With over 15 years in contact center and IT integration, Maaz Technologies has deployed solutions for banks, telecom providers, and enterprise IT organizations worldwide — the kind of high-volume, always-on environments this Cisco Finesse integration is built for.
Ready to Upgrade Your Chats?
Enhance your customer interactions with AI-powered chat solutions designed for speed and efficiency. Provide instant support, reduce wait times, and improve satisfaction. Upgrade your chats today for a smarter, seamless experience.
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