Cisco Unified Contact Center Express - an integral component of the Cisco Unified Communications system - offers an integrated, full-featured solution for managing customer contacts with all the benefits of the converged Cisco Unified IP Telephony architecture.
Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more personal communications that directly affect both sales and profitability. It brings people together by enabling a new way of communicating - where your business moves with you, security is everywhere, and information is always available... whenever and wherever it is needed. Cisco Unified Communications is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications.
Cisco Unified Contact Center Express helps customers move into the next phase of customer contact - beyond today's contact center to a Customer Interaction Network, a distributed, IP-based customer-service infrastructure that comprises a continuously evolving suite of innovative, multichannel services and customer-relationship-management (CRM) applications. These services and applications provide premium responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. A Customer Interaction Network extends customer-service capabilities across the entire organization, giving your business a more integrated and collaborative approach to customer satisfaction and leading to better customer experience.
Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for 10 to 300 agents. Cisco Unified Contact Center Express support for powerful agent-based assisted service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contact-center-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express ensures your business rules for inbound and outbound voice, e-mail, Web, and chat; customer interaction management ensures that each contact is delivered to the right agent the first time.
All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager.
Each Cisco Unified Contact Center Express seat provides optimal flexibility in your contact center by providing full licensing to use the seat as either an agent or supervisor seat. Agent seats can be either PC or Cisco Unified IP phone-based agent stations. Each seat provides full licensing for Cisco Agent Desktop, Cisco IP Phone Agent, Cisco Supervisor Desktop, Cisco Desktop Administrator, Cisco Historical Reporting Client, and, for Enhanced, on-demand recording. Even if a PC failure occurs, an agent is fully licensed to continue working through the Cisco IP Phone Agent.
Cisco Unified Contact Center Express keeps the agent in touch with every call through critical data and call state information by providing the ability to present a screen pop to the agent for each call, which includes customer-entered data, as well as call state information describing how long the call has been connected to the ACD, how long the call has been in queue, and how long the agent has been talking with the caller.
Cisco Agent Desktop gives agents tools to access information and respond rapidly to customer requests. Voice contact workflows, the enterprise data pane, and the integrated browser display (screen pop) show agents customer data as calls are presented, preventing redirection of calls and the necessity for customers to repeat information. Task automation buttons and the personal phone directory enable agents to instantly activate frequently performed functions that shorten response time and automate after-call work to follow up on a customer inquiry. Collaboration tools such as chat and transfer of caller data help keep responses accurate. When the Cisco Outbound Option with preview dialing is enabled, the Cisco Agent Desktop provides all the controls necessary for agents to participate in outbound campaigns.
Cisco Unified Contact Center Express Enhanced additionally offers the ability to provide customer agent desktop workflows that process business rules based on critical call state events, the ability to invoke any CRM or other application able to run on the agent's Microsoft Windows desktop, and the ability to display information in the form of a screen pop from the ACD or IVR subsystem to that application.