Cisco Unified Contact Center Express
Improve Productivity and Customer Experiences
Easy to deploy and use, Cisco Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.
Features and Capabilities
Unified CCX offers sophisticated call routing and comprehensive contact management capabilities. It includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.
Unified CCX provides customer segmentation with state-of-the-art, built-in, interactive voice response capability, and proactive customer service for a superior customer experience with integrated, outbound, call management capabilities. Multichannel capabilities include management of voice, email, web chat, and social media inquiries.
Cisco Unified Contact Center Express offers:
- Sophisticated call routing and comprehensive contact management capabilities
- E-mail, Web Chat and social media integration
- Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages
- Workforce optimization, including workforce management and advanced quality management
- Next-generation historical and real-time reports and dashboards with flexible presentation options using Cisco Unified Intelligence Center
Cisco Unified Contact Center Express is available in three packages tailored to meet your customer contact requirements.
Primary Business Benefits Include:
- Improved customer satisfaction and loyalty with comprehensive contact management
- Improved workforce productivity so you can do more with less
- Significant cost optimization with an easy-to-deploy, easy-to-use, all-in-one solution
- Improve Customer SatisfactionBoost agent efficiency, reduce costs, and improve customer loyalty with Cisco Unified Contact Center Express.
- Personalize Service for a Competitive EdgeHenny Penny improves responsiveness and saves money with Cisco Unified Communications.
- Cisco Unified Contact Center Express Mobile Skill Manager Software DemonstrationLearn how to view the status of agents and modify in real time. (Video – 2:48 min)
- Cisco Unified Contact Center Express Web Chat Software DemonstrationThis web chat feature demonstrates customer and agent side functionality. (Video – 2:47 min)
Specifications at a Glance
|Blended Preview Outbound Dialer||Yes||No||No||No|
|Predictive and Progressive Outbound Dialer||Yes with Finesse||No||No||Yes|
|Inbound Voice High-Availability Option||Yes||Yes||No||Yes|
|WFO: Call Recording||Yes||Yes||Yes||Yes|
|WFO: Quality Management||Yes||Yes||No||Yes|
|WFO: Advanced Quality Management||Yes||Yes||No||Yes|
|WFO: Workforce Management||Yes||Yes||No||Yes|
|Finesse Agent and Supervisor Desktop||Yes||Yes||No||No|
|Finesse IP Phone Agent||Yes||Yes||Yes||No|
|Context Service Support||Yes||Yes||No||No|