Cisco UCCX

Hello sir I am here as I want to get the information related to Cisco Unified Contact Center Express so will you please provide me the information??

[Pathak]

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.

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



Feature

Inbound voice

Blended Preview Outbound Dialer

Predictive and Progressive Outbound Dialer

Outbound IVR

Agent E-Mail

Web Chat

Inbound Voice High-Availability Option

Outbound Voice

Database Integration

WFO: Call Recording

WFO: Quality Management

WFO: Advanced Quality Management

WFO: Workforce Management

Finesse Agent and Supervisor Desktop

Finesse IP Phone Agent

Context Service Support