The call arrives from the Telco to CM or CME. They direct it to IPCC IPCC/E. These queue the caller. It produces reports for managers. The supervisor can listen in.
It is Cisco's IP Call Centre application that integrates with Unified Communications Manager / UCM Express
The older versions of the software were called IPCC
IPCC = IP Contact Centre (generic)
IPPCE = IP Contact Centre Enterprise
IPCCX = IP Contect Centre Express
The newer versions are called UCC
UCC = Unifed Contact Centre (generic)
UCCE = Unified Contact Centre Enterprise
UCCX = Unified Contact Centre Express
It is found under 'Customer Care' or 'Customer Contact' under Voice/Unified Communications on www.cisco.com
As others have said, it is a Call distribution/call center and auto attendant system, that provides functionality based on scripting for incoming calls. You have most likely encountered the system, or a similar variant from another vendor when calling into a large company and listening to an automated message that prompts you for input to reach a destination.
The name for Cisco IPCC has now changed to CUCCX (Cisco Unified Contact Center Express)