Unified Contact Center Express 8.5

Think your organization is ready for a IP based Contact Center?  Or do you currently have a contact center that isn’t quite living up to the hype?  If there is one area of Cisco UC which we can claim dominance against the “other guys” it would be UCCX.

Our engineers have years of real world, hands on UCCX experience.  We also teach UCCX courses for Cisco approved training partners all around the United States and abroad!

What is UCCX?

Cisco Unified Contact Center Express 8.5 is Cisco’s IP based Contact Center product aimed at mid-market and branch-offices or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 400 agents.

Cisco Unified Contact Center Express provides support for powerful, agent-based service as well as fully integrated self-service applications.  Traditionally IP Contact Centers have provided Interactive Voice Response or IVR capabilities, call routing to agents, Agent based client application for controlling agent state and 3rd party phone control, as well as powerful reporting, recording, and “screen popping” or passing data from the IVR to the agent.  These powerful resources result in reduced business costs and improved customer response.

UCCX 8.5 Components and Architecture

UCCX 8.5 provides an on box sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server.

Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.

To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team’s daily workflow.

Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager.

Unlike many competitive products, Unified Contact Center Express does not require purchase of additional IVR services, but rather provides an integrated, ready-to-use IVR solution. Every package provides an IVR queue point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process customer phone-keypad presses through dual tone multifrequency (DTMF) processing to make routing decisions or to present a screen pop to the agent.

Unified Contact Center Express Premium adds the ability to have true, sophisticated, and fully automated self-service applications integrated with your agent-assisted contact interaction management. This critical feature enables significant cost reduction on a per-contact basis and provides significant flexibility in handling customer contacts.

New Features in UCCX 8.5

• Unified Presence Integration with CUPS and CUPC for SME to Agent communications
• Microsoft CRM integration
• Social Media Customer Care
• Video integration for Video based SME’s