Cisco Solutions for CRM Integration
As mentioned earlier in this chapter, Cisco integrates with popular CRMs via elements of the Cisco IP Communications suite, which includes the Cisco IPCC Express and the Cisco ICM and IPCC product families.
The two product families include core and optional components that offer SMBs and large enterprises alike the ability to scale and adopt a customer contact solution that is most suitable to their unique needs. Both families are closely coupled and share several of the same optional components. However, the ICM family represents somewhat of a subset of the IPCC family because the IPCC family encompasses the core component of the ICM family and combines it with Cisco IP Telephony products to create a fully ...
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