Intelligent Communications Manager ICM is an ai hybrid chat solution that encompasses multiple chat platforms like webchat, Facebook, WhatsApp, SMS gateway, and Mobile App ratings to your preferred AI Chabot like Google Dialogflow, IBM Watson and Microsoft Azure BOT to customer’s preferred front end Like CRM( Salesforce, Microsoft Dynamics, SAP and Oracle) or Cisco Contact Center Finesse of UCCX or UCCE etc.
ICM funnel your social media and mobile App ratings into a single platform.
– Offering chat solution across different Media Channels
– Chatbots can be a primary chat participant or can act as an agent as per requirement
– ICM solution can work with chatbot or without.
– Provides response to reviews on mobile apps directly through agent(Andriod only)
– Correlates same customer’s multiple chat instances from different channels.
– ICM allows customer identification from on chat arrival and chat events in CRM for reporting.
– ICM Solution can integrate with Cisco Contact Center Express and Enterprise
and uses same contact center agents for routing chat requests while Cisco CC routes them voice calls.