Hi,
Effective with release 3.0, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS) and, effective with release 3.1, is marketed under the name IPCC Express.The Cisco website and packaging materials have been updated to reflect the new name, but the user interface, and therefore the documentation, has not.
Cisco CRA release is a tightly integrated platform designed to enhance the efficiency of any contact center by simplifying business integration, easing agent administration, increasing agent flexibility, and enhancing network hosting.
These features reduce business costs and improve customer response for your contact center.
The Cisco CRA solution combines three software packages: Cisco IP Interactive Voice Response (IP IVR), Cisco IP Integrated Contact Distribution (IP ICD), and Cisco IP Queue Manager (IP QM). This single-server integrated platform provides independence in agent location, improves agent scalability, and enhances Automatic Call Distribution (ACD) features such as competency-based routing.
Because Cisco CRA is tightly integrated with Cisco AVVID (Architecture for Voice, Video, and Integrated Data) and Cisco CallManager, it provides a natural add-on to any voice deployment across IP (VoIP).
Take a look at the below URL for more detail,
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html
Hope this helps.
Regards
Venkat
