SAN JOSE, Calif. -- Cisco Systems®, Inc. (NASDAQ: CSCO), today announced two enhanced IP Communications solutions: the Cisco® Internet Protocol Contact Center (IPCC) Enterprise Edition 5.0 and Cisco Intelligent Contact Manager (ICM) Enterprise Edition 5.0. The contact center offerings are intelligent software call routing solutions which introduce the concept of a Customer Interaction Network through distributed IP-based call control, agent location independence, and full multichannel services."Our new product offerings demonstrate Cisco's continued commitment to delivering increased productivity to contact centers," said Charlie Giancarlo, senior vice president for Cisco Systems, Inc. "The Cisco IPCC Enterprise Edition 5.0 and Cisco ICM Enterprise Edition 5.0 call routing solutions are designed to break down the "call center" boundaries and extend customer service across a networked virtual organization. This not only empowers our customers to reach their current business objectives, but positions them to reach that next chapter in customer service that we define as the Customer Interaction Network."The Cisco IPCC Enterprise Edition 5.0 call routing solution, designed for contact centers with 50 to several thousand contact center seats, delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. New features in the Cisco IPCC Enterprise Edition 5.0 include multichannel automatic call distributor (ACD) reporting, routing and streamlined administration capabilities with IP telephony in a unified solution. Contact centers will now be able to manage customer queries via the channel of customer choice (web, phone, chat) and route the calls to the correct agent, regardless of agent geographic location.The Cisco Intelligent Contact Manager (ICM) Enterprise Edition 5.0 call routing solution, designed for both single site and enterprise-wide contact centers with the ability to scale to accommodate thousands of agents, is an enhanced version of the Cisco ICM solution that has been the core of the Cisco contact center offerings since 1995. New features in Cisco IPCC Enterprise Edition 5.0 include multichannel automatic call distributor (ACD) reporting, routing and streamlined administration capabilities, while working with a variety of traditional ACDs and IVRs. This multichannel routing system is designed to enable a contact center to interact with its customers across an enterprise that can be made up of various call control, database and desktop applications, while providing a migration path to IP-based technology.Cisco Systems Inc.