Cisco Unified Contact Center Express (UCCX) is an easy-to-deploy, easy-to-use customer interaction solution that supports up to 400 agents through a customizable, web-based interface. The embedded Cisco Finesse Desktop supports both inbound and outbound contact center operations.

Agent Features

The Cisco Finesse desktop provides:

• Customizable agent and supervisor desktop layouts
• Blended agent capability (inbound and outbound calls)
• Call control features
• Multisession web chat
• Email support
• Live data reporting gadgets
• Integrated phonebook
• Multiline support

Context Service

The context service stores, tags, and manages data between the organization and its customers. The context and history help agents better understand and respond to customer needs.

Home Agents

The Home Agents feature allows agents to use their phone devices to:

• Accept calls
• Transfer calls
• Conference calls
• Disconnect calls

Screen Pop & CRM Integration

The Cisco Finesse Desktop Call Control gadget provides screen pop functionality with complete customer information.

CRM integration is supported by:

• Creating custom gadgets in-house
• Using third-party-developed gadgets
• Using HTTP workflows to pop web-based CRM systems (e.g., Salesforce) directly into the agent desktop. 

IVR and Self-Service Capabilities

UCCX includes Interactive Voice Response (IVR) and self-service features such as: 

• IVR queue points
• Custom call treatment
• Deep voice menu structures
• Custom voice prompts
• Keypad input routing logic
• Screen pop triggers

Advanced technologies supported: 

• Automatic Speech Recognition (ASR)
• Text-to-Speech (TTS)
• VoiceXML

Supervisor Features

Supervisors have access to real-time monitoring and control tools that support performance management and coaching.

Supervisor capabilities include:

• Monitoring critical performance metrics
• Coaching and training agents
• Chatting with individual agents or entire teams using Jabber
• Silent call monitoring
• Barge In (join active calls to assist)
• Intercept (remove agent and continue call independently)
• Changing the agent state remotely
• Logging out inactive agents
•  Updating agent skill profiles in real time

These features allow supervisors to manage staffing, performance, and service levels effectively.

Implementing Cisco UCCX

The first step in implementing UCCX is to contact the ComTech Unified Communications team to schedule a consultation and discuss your business needs.