The Cisco IPCC Enterprise Edition is a strategic platform that enables customers to move into the next phase of customer contact - beyond today's contact center to a customer interaction network.Cisco IPCC Enterprise Edition segments customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise. The software profiles each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer profile database lookup. At the same time, the system knows which resources are available to meet the customer's needs based on real-time conditions (agent skills and availability, interactive voice response [IVR] status, queue lengths, and so on) continuously gathered from various contact center components.Cisco IPCC Enterprise provides a state of the art VoIP contact center solution that allows customers to seamlessly integrate inbound and outbound voice applications with Internet applications including real-time chat, web collaboration and e-mail. This integration allows for unified capabilities, enabling a single agent to support multiple interactions simultaneously regardless of the communications channel the customer has chosen. Since each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage each interaction based on virtually any contact attribute.