Cisco Unified Contact Center Express

INTRODUCTION

Cisco Unified Contact Center Express (UCC Express) is a full-featured call center in a box. Web-based administration provides a run-anywhere, enterprise-wide point of control for single or multi-site contact centers. Unified Contact Center Express is an easy way to offer 24-hour customer access that provides automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services on a single platform. Scaling up to 300 agents, UCC Express ensures your business rules for inbound and outbound voice, email, Web, and chat.

Part of UCC Express, Cisco Supervisor Desktop has the ability to monitor critical performance metrics and actively chat, record, and send scrolling team messages enabling supervisors to coach agent behavior, resolve problems, and instantly communicate business change. The UCC Express reporting function provides accurate and timely reports on contact-center activity, helping managers make informed decisions regarding staffing levels, contact handling procedures, and technology investments.

Cisco Unified Contact Center Express supports powerful agent-based assisted services as well as fully integrated self-service applications resulting in reduced business costs and improved customer response.

FEATURES

  • Easy Administration - Due to its single server architecture tasks are managed using a standard Web browser from any location.
  • Web Interaction Manager - Powerful Web chat and collaboration features enable agents to deliver immediate answers.
  • Email Interaction Manager - A full suite of tools including suggested responses, a knowledge base, and customer history are easily accessible enabling quick, consistent responses to emails.
  • Integrated Voice Response (IVR) - UCC provides an IVR queue point, custom call treatment, custom voice prompts, and the ability to process customer phone keypad presses through dual tone multifrequency (DTMF) processing to make routing decisions or present a screen pop to the agent.
  • Monitoring - Supervisor Desktop monitors agent status activity by recording and silently monitoring calls to help control agent workload.

BENEFITS

  • The open architecture of UCC Express includes an Open Database Connectivity (ODBC) and Java interfaces for CTI applications which integrate with existing solutions, preserving investments in traditional systems and providing a platform for future applications.

UCC Express offers high availability redundancy for dual or multiple server cluster deployments, including support for automatic failover of inbound voice ACD, IVR and desktop services as well as database replication and failover, and load-balancing redundancy for on-demand recording servers.

  • UCC Express supports Cisco Security Agent and virus-detection software from major antivirus software vendors.
  • Real-time and historical data necessary for mission-critical contact center reporting are provided on-demand. Standard reporting templates provide automatically operational functions for common reporting needs

 

Cisco Attendant Console

 

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