Intelligent Communications Manager ICM for Cisco– AI Hybrid Chat

Creating the Best Customer Experience

The art of customer service has developed and is evolving with the growth of communication channels. Customer experience is built on the customer journey. Intelligent Communication Manager (ICM) bridges these requirement gaps between organisation and customer through consistent omnichannel experience across many different chat communication channels. A steady and optimal customer experience is what is needed to address the demands of today’s customer

ICM AI hybrid chat provides contact centers with a consistent Omnichannel customer experience for organisations using Cisco Contact Center UCCX UCCE

ICM is designed to bring instant and effective communication between you and your customer, efficiently handling all customer requests intelligently through Google Dialog flow or (any chatbot like Microsoft, IBM Watson Etc.) and seamlessly connecting your customers to the live agents, improving customer satisfaction, reducing average handle time and increasing productivity.


ICM is an all-in-one solution, implemented by the professionals at Maaz Technologies; it eliminates the need for multiple teams for each chat channel, enabling access for multiple platforms such as Facebook, WhatsApp, email, Twitter and Web to a single platform. ICM, tailored to support your business enabling:

  • Simple, Intuitive and Steady with Intelligent chatbot capabilities
  • Advanced Intelligent chat routing and Queuing Capabilities

Conversations with Customers from different chat channels

Video of Maaz Technologies Intelligent Communications Manager For Cisco

Artificial Intelligent Enabled Response

ICM solution uses AI-driven Natural Language Processing (NLP) to respond to customers, with support of up to 40 languages, and real-time detection of customer sentiment, identifying any negative customer feedback, improving customer experience, and eventually increasing sales revenue.

Visualization and Analytics

Intelligent Communication Manager can be integrated with Microsoft Power-BI, which gives 360-degree insights into customer interactions with chatbot, and agents through visualisations. Administrators and Supervisors can view the metrics and analytics. These analytics are extremely valuable for driving sales revenue through customer feedback and insights.

Visualization and Analytics

Conversational Dashboard

Conversational dashboards enable you to monitor the performance of your business. With the support of Maaz Technologies professionals, this graphic user interface helps interpret customer data more accurately.

Conversations Engaged

Agent Dashboard

Agent dashboards enable supervisors to observe the performance of the agents providing accessible insight to improve customer interaction.

Bot Dashboard

Dashboard with bot visualization assists you to improve your bot performance and responses.

Queue Dashboard

Queue dashboards display the number of customers coming from different Queues.

Sentiment Analysis Dashboard

Sentiment analysis shows the sentiment of each customer, helping you accurately gauge the feedback and sentiments of customers about its products and services.

Channel Dashboard

Channel Dashboards visualise all the incoming conversations through different channels. It helps you monitor the traffic of each social channel.

Channel Distribution and Sentiment Analysis


Cisco Finesse on UCCX, UCCE and PCCE


ICM for Cisco is a simple, natively built omnichannel chat solution that extends the power of Cisco Finesse UCCX, UCCE supporting instant, convenient, multiple channels for communicating with customers. The solution is effortless to deploy with the specialist experience of Maaz Technologies professionals enabling you to connect and integrate with different customer chat channels.


  • NLP chatbots:
    Human-like Natural Conversations understand the context of the chat to have human-like interactions with the customer.


  • Omni-channel Availability:
    Deployment-ready for channels like WhatsApp, Facebook, Email, twitter, SMS, Web etc.


  • Multi-lingual:
    Understands and converses with users in 40+ languages globally.


  • Visualization and Analytics:
    Detailed analytics of the solution with several dashboards including channel breakdown, sentiment analysis, agent response, bot conversation rate, Queue details etc.


  • Intelligent chat routing:
    Recognizes customer identification from on-chat arrival and correlates previous chat events for the same customer in CRM for reporting.