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Cisco Contact Center

Product Portfolio 

Cisco Unified Contact Center Enterprise
State-of-the-Art Contact Center Capabilities
Designed for large businesses, Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure.

Cisco Unified Contact Center Enterprise provides:
  • Segmentation of customers, and monitoring of resource availability
  • Delivery of each contact to the most appropriate resource anywhere in the enterprise
  • Comprehensive customer profiles using contact-related data, such as dialed number and calling line ID
  • Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability and queue lengths)
  • Presence integration to increase caller satisfaction through improved agent performance, and knowledge-worker expertise
 

Cisco Unified Contact Center Express
Enhance Contact Center Efficiency and Service
Designed for midmarket, enterprise branch or corporate departments requiring a sophisticated customer interaction management solution for up to 300 agents, this solution is easy to use, secure, virtual and highly available. Improve operational efficiency, reduce business costs and improve customer response with Cisco Unified Contact Center Express.
 
Additional benefits include:
  • Simplifies business application integration
  • Eases agent administration
  • Increases agent flexibility
  • Provides efficiency gains in network hosting
 
 
Cisco Unified Voice Portal
Intelligent Voice and Video Self-Service
Deliver intelligent, personalized self-service over the phone. Cisco Unified Customer Voice Portal (CVP) enables customers to efficiently and enjoyably retrieve the information they need from the contact center.
 
Customers can use touchtone signals or their own voice to request self-service information. If they request live agent assistance, Unified CVP can place a call in queue until an appropriate agent is available and then transfer information given by the customer directly to the agent along with the call itself to provide a seamless customer service experience. In addition, Unified CVP can support video interactions, including self-service, queuing and agent across mobile devices and kiosks.

Key Business Advantages:
  • Aligns the contact center with your business strategy to help ensure unique, personalized service to each customer based on customer data in your enterprise
  • Makes the contact center flexible enough to change as your business changes
  • Reduces costs by queuing at the edge of the network and directing customer interactions to more cost-effective, personalized self-service applications
  • Creates a consistent, world-class customer experience by providing a transparent transfer of information from voice and video self-service to agent-assisted service
 
 
Cisco Agent Desktop
Improving Agent Productivity
Cisco Agent Desktop is a computer telephony integration (CTI) solution for single- and multisite IP-based contact centers. It is easy to deploy, configure and manage. Powerful tools help increase agent and supervisor productivity, improve customer satisfaction and reduce costs. An intuitive GUI decreases IT dependency and simplifies customization, maintenance and change management. Transparent integration with Cisco Unified Contact Center helps you easily deploy CTI capabilities at new locations as customer contact operations expand.
 
Important features include:
  • Robust CTI screen pop, soft phone with media termination, and agent/supervisor coaching capabilities
  • Faster installation than traditional CTI technologies
  • GUI-based management
  • Supervisory features that let you view real-time statistics, monitor and coach agents, barge in, intercept, and record active agent calls
  • Presence integration
  • Agent email queuing and response system designed specifically for Cisco Agent Desktop for Cisco Unified Contact Center Express
  • Call-control capabilities such as call answer, hold, conference, and transfer
  • Automatic call distributor state control, including ready / not ready and wrap-up
Agents see customer information in an enterprise data window and an optional screen pop. Cisco Agent Desktop requires minimal screen space and lets agents customize its capabilities to meet their individual needs.
 
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