Cystelcom Back-office Task Manager is a 100% software ACD that provides automatic distribution for all back-office tasks based on agent skills, treating back-office tasks as front-office interactions like it happens in the rest of channels (i.e. voice, email, video, fax, web).

Back-office Task Manager applies client segmentation based on business rules defined in Cisco ICM/IPCC to all back-office tasks including the rest of channels (fax, mail, chat, webcall, video, sms, etc.).

The solution is integrated with Cisco ICM/IPCC for Multichannel Intelligent Routing, in order to request and provide the best routing available, giving the possibility to use business rules to manage each interaction, not only based in channel parameters but also in a business criteria, as customer profile, SLA's, customer satisfaction, etc.

Key features:

• Skills-based routing for back-office tasks and other multi-channel interactions based on Cisco ICM/IPCC rules
• Multichannel Intelligent Routing based on Cisco ICM rules defined in “Script Editor”
• It uses Cisco CTI OS across all channels
• Multichannel Agent Desktop Contact Management Application
• Real Time and historical information across all channels
• Unified Reporting
• Wizard based administration
• Non technical skills are necessary to set up the system