Intelligent Contact Management (ICM) refers to the strategic, technology-driven process of centralizing, segmenting, and routing customer interactions across an enterprise using automated rules and Artificial Intelligence (AI). Historically popularized as an enterprise software category by Cisco Unified ICM Enterprise, the concept has evolved broadly into the modern Intelligent Contact Center (ICC) framework, which uses advanced tech to create seamless customer experiences. Core Pillars of Intelligent Contact Management Cisco Unified Intelligent Contact Management Enterprise
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