The Cisco Unified Communications system of voice and IP communications products and applications enables organizations to communicate more effectively-helping them to streamline business processes, reach the right resource the first time, and impact the top and bottom line. The Cisco Unified Communications portfolio is a key part of the Cisco Business Communications Solution-an integrated solution for organizations of all sizes which also includes network infrastructure, security, and network management products, wireless connectivity, and a lifecycle services approach, along with 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. The Customer Interaction Network is 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-leading to a better customer experience.
Cisco Unified Contact Center Express meets the needs of departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy easy-to-use, highly available, and sophisticated customer interaction management for one to 300 agents. It is designed to enhance the efficiency, availability, and security of customer contact interaction management by supporting a highly available virtual contact center with integrated self-service applications across multiple sites secured with Cisco Security Agent. Its 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.
Cisco Unified Contact Center Express Premium is ideal for full-featured formal call centers requiring skills-based routing, CTI-based agent screen pop, or integrated self-service application support; it can handle as few as a single agent or as many as 300 agents and 300 full-featured IVR ports.
ACD call routing and priority queuing
Matching the caller with the right agent the first time, creating call handling tailored to different classes of customers and even for individual customers, and providing flexible contact center operational profiles based on varying business needs are all critical requirements in providing high levels of customer satisfaction while maintaining cost-effective, efficient operations. The ability to move calls up or down in a call queue at any time under workflow control is provided by the Cisco Unified Contact Center Express Premium call priority queuing feature. This feature adds significant capability to optimize customer contact management for specific classes of customers or even to target special handling for specific customers.
IVR voice menus and queued calls
Cisco Unified Contact Center Express Premium provides advanced, programmable arbitrary depth voice menus and custom caller treatments in queue, including playing the number of calls in queue, expected wait time in queue, custom messaging, and options to prompt and collect customer-entered information as well as provision for callers to transfer to any other number or service, including voicemail.
IVR support for fully automated self-service solutions
Cisco Unified Contact Center Express Premium provides support for integrating fully automated self-service applications using dual tone multi-frequency (DTMF), and advanced speech technologies such as automatic speech recognition (ASR) and text-to-speech (TTS) technologies with the contact center. Other advanced technologies supported include integration with enterprise Websites for initiating features such as click-to-talk and real-time notification services for e-mail and, with third-party products, support for fax and paging services.
CTI for screen pop
The unique, cost-effective CTI integration feature of Cisco Unified Contact Center Express Premium brings CTI integration costs within reach for all contact center operators, including using caller-entered information as a key for an enterprise database access to retrieve detailed caller information for popping extensive information about the caller to the agent using any Microsoft Windows-based CRM or other application. In addition, Cisco Unified Contact Center Express Premium supports a default, integrated basic screen pop capability.