Cisco Unified Contact Center Enterprise uses an IP infrastructure to deliver skills-based contact routing, voice self-service, computer telephony integration (CTI), and multichannel contact management. By combining multichannel automatic-call-distributor (ACD) functions with IP telephony in a unified solution, Cisco Unified Contact Center Enterprise can help your company rapidly deploy a distributed Voice-over-IP (VoIP) contact center infrastructure.
Cisco Unified Contact Center Enterprise segments customers, monitors resource availability, and delivers each contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, Interactive-Voice-Response (IVR) status, and queue lengths.
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect your company's business rules, enabling Cisco Unified Contact Center Enterprise to route each contact to the right place. Wherever an agent is based, the system delivers a rich set of call-event and customer-provided data to the targeted desktop as a contact arrives, personalizing service and increasing efficiency. Throughout the process, distributed fault tolerance helps ensure uninterrupted operation.
Reduces integration costs
Until now, businesses had to integrate numerous products from different vendors - an expensive task that postponed service introduction. Cisco Unified Contact Center Enterprise provides ACD, private branch exchange (PBX), IVR, and web interaction. In addition, the solution supports best-of-class contact center applications such as customer relationship management (CRM), workforce management, recording and monitoring, and wallboards. By consolidating all contact center functions in a single platform, Cisco Unified Contact Center Enterprise reduces capital expenditures and integration expenses while accelerating time to market for a complete contact center solution.
Promotes IP and Session Initiation Protocol (SIP) migration
The industry is encouraging businesses to migrate from time-division multiplexing (TDM) to IP and from H.323 to SIP to take advantage of converged voice and data services. Because Cisco Unified Contact Center Enterprise integrates with both IP and TDM networks, it facilitates this transition. Customers can continue to take advantage of their investments in existing systems while migrating to a SIP architecture.
For the large enterprise, the value is a centralized contact center operation in which the software and administration are maintained centrally. This centralized operation helps the branch offices avoid purchasing and maintaining the software, installing their own upgrades, and making staffing decisions independent of the rest of the company.
By retaining "call context" as customers are transferred among agents - even between different locations and to at-home agents - a company can differentiate itself through superior customer service. For example, the information a customer has already supplied to purchase one product or service can be retrieved when the customer initiates another purchase or interaction elsewhere.
Allows control of network resources
The enterprise can control certain network resources, such as assigning agents to skill groups and defining routing based on a number called or caller-entered digits such as account numbers. In addition, all functions can be controlled from a single operating interface, reducing training and support requirements.
Customers can play a configurable announcement to an agent right before the caller is connected, providing information about the type of call being delivered (for example, sales or tech support) and other guidance. Agents get information about the caller through their headset, speeding problem handling and improving first-call resolution.
The Cisco CTI OS Toolkit Desktop is designed for companies that require specialized, custom desktop capabilities tailored to meet the specific needs of their contact center operations. Cisco Unified Contact Center Enterprise can help you deploy a complete CTI strategy, including comprehensive functions at the agent's workstation. The solution offers a rich set of data for business applications, providing enterprisewide call-event and customer-provided information to the agent's desktop. It sets a new standard for true enterprisewide, network-to-desktop CTI with minimal custom development or systems integration, helping your organization implement CTI quickly and cost-effectively.
Your company can save costs, improve efficiency, and increase revenue by using Cisco Unified CRM Connector to integrate your third-party CRM applications with Cisco Unified Contact Center Enterprise. This integration allows the agent to use the third-party CRM user interface as the sole interface to manage customer interactions. The solution readily supports popular CRM packages, including Oracle PeopleSoft, Oracle Siebel, SAP, Microsoft CRM, and Salesforce.com. The agent can log in, control agent state, and conduct calls through the CRM user interface. When a new call arrives, a screen pop of CRM information instantly appears on the agent's terminal and the agent can retrieve CRM information by phone number, IVR information, or information the agent enters. Calls can be routed, connected to a conference, or transferred from within the CRM screen. Incoming and outgoing call activity is logged here as well.
Cisco Agent Desktop
Cisco Agent Desktop provides ready-to-use agent desktop capabilities that allow agents to perform call-control functions directly from their desktops. Integration of Cisco Agent Desktop with Cisco Unified Presence extends real-time collaboration into the broader enterprise by integrating the contact center desktop applications with Cisco Unified Presence. Through this integration, agents and supervisors can collaborate with relevant colleagues and subject matter experts outside the contact center. For efficiency and convenience, the contact center defines the view to show only those colleagues who are appropriate for agents to access.
Self-service and call-treatment capabilities
Cisco offers two options for self-service and call treatment: Cisco Unified IP Interactive Voice Response (Unified IP IVR) and Cisco Unified Customer Voice Portal (Unified CVP). Cisco Unified Contact Center Enterprise can also integrate with third-party IVR and self-service systems through its open IVR Service Control interface.
Cisco Unified IP IVR
Cisco Unified IP IVR for Cisco Unified Contact Center Enterprise is designed to simplify business integration, increase flexibility, and provide efficiency gains in network hosting. These features reduce business costs - and they can dramatically improve customer satisfaction. Tightly integrated with Cisco Unified Communications Manager software, Cisco Unified IP IVR offers ease of installation, configuration, and application hosting because it is constructed to exploit the power of IP-based communications.
Cisco Unified Customer Voice Portal
Cisco Unified CVP operates with both TDM- and IP-based contact centers to provide a call-management and -treatment solution with a self-service IVR option that can use information available to customers on the corporate web server. With support for automatic-speech-recognition (ASR) and text-to-speech (TTS) capabilities, callers can obtain personalized answers to their questions and conduct business in innovative ways without the costs of interacting with a live agent.
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