Overview of Cisco Unified Contact Center Express (UCCX)
This easy-to-deploy and easy-to-use Customer Interaction Solution supports up to 400 agents in a customizable, web-based interface. The embedded Cisco Finesse desktop supports inbound and outbound contact center functions, such as:
- Customizable agent and supervisor desktop layout
- Blended agents: inbound and outbound capability
- Call control
- Multisession web chat
- Live data reporting gadgets
- Phonebook
- Multiline support
The context service stores, tags, and manages data from interactions between the organization and its customers. The context and history the service provides help customer care agents better understand and respond to customer needs. The Home Agents feature allows agents to use their phone devices to accept, transfer, conference, and disconnect calls.
The ready-to-use Cisco Finesse Desktop Call Control gadget provides screen pop information with complete customer information. Access to customer-relationship-management (CRM) information is achieved by creating gadgets in-house or through a third-party developer to “pop” information from CRM databases and by using HTTP workflows to “pop” any web-based CRM solution such as Salesforce.com into a gadget on the agent desktop.
Interactive voice response (IVR) and self-service are features that provide an integrated, ready-to-use IVR solution, including an IVR queue point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process customer phone-keypad presses to make routing decisions or present a screen pop to the agent. Advanced self-service technologies such as Automatic Speech Recognition (ASR), Text-to-Speech (TTS), and VoiceXML are supported.
Some of the supervisor's capabilities and benefits include:
- Monitoring critical performance metrics allows managers to focus on coaching, training, and encouraging agent behavior so that agents can consistently perform their job functions and process calls efficiently.
- Jabber software allows supervisors to chat with individual members or the entire team, coach agents, resolve problems, and instantly communicate business changes.
- Supervisors can silently monitor calls to listen for coaching opportunities and interrupt an agent’s call using Barge In to interact with both the caller and the agent to help resolve a concern.
- Supervisors can remove an agent from a call using the Intercept feature, so the supervisor and caller can complete the call independently while the agent handles another customer request.
- Supervisors can change an agent’s state from their desktops, where agents may forget to make themselves available to take calls after a break or neglect to log out when they are away from their workstations for an extended period.
- Supervisors can log out missing agents or prepare unintentionally idle agents for calls. They can also change an agent’s skill profile in real time to manage their agent teams and support contact center management objectives.
Implementing Cisco Unified Contact Center Express (UCCX)
The first phase of implementing UCCX is to Contact Us to arrange a meeting to discuss your business needs.