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 up 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 helps ensure your business rules for inbound and outbound voice, email, web, and chat; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.
Routing capabilities and benefits
Maximum return on investment for contact centers is provided when your company's business rules can influence the behavior of the contact center. Cisco Unified Contact Center Express routing capabilities facilitate categorization and prioritization of customer contacts in a way that best meets your business requirements to ensure that each contact is routed to the right agent at the right location the first time to maximize first call resolution. Cisco Unified Contact Center Express routing supports a wide range of routing logic that can accurately target and selectively route different classes of contacts - or even single out individual contacts for customized, prioritized routing treatment.
Customers are turning to company websites to locate information about products and services, to seek support, and to conduct transactions. In addition, customers are seeking alternative ways, such as email, to contact customer support centers, and the volume of incoming email interactions to contact centers is growing. Cisco Unified Contact Center Express offers two options for email management depending on your customer's requirements.
The Cisco Unified Web Interaction Manager gives your organization tools to increase sales, facilitate revenue-generation opportunities, and enhance customer satisfaction and loyalty. Integrated with Cisco Unified Contact Center Express, its powerful web chat and collaboration features allow your contact center agents to deliver immediate answers to customer questions, supported by comprehensive information stored in a shared knowledge base or webpages and other web-based content. This added channel in the contact center adds to agent productivity - and ultimately to increased customer satisfaction.
Workforce optimization and quality management
Cisco Unified workforce optimization integrated with Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team's daily workflow - combining agent and supervisor desktop tools in a composite application with workforce optimization software to unify the entire customer interaction process.
Outbound dialing capabilities
You can build campaigns to use preview dialing, which is integrated with inbound calls to provide a blended inbound/outbound solution. These blended functions let agents serve both inbound calls and outbound campaign tasks when the inbound queue is empty, allowing for the most efficient use of agent resources for both inbound calls and outbound campaigns.
Computer telephony integration
Cisco Unified Contact Center Express can integrate with any CRM or other application that can run on the agent's Microsoft Windows desktop. Integration is achieved using a powerful real-time programmable CTI workflow engine that invokes keystroke macro emulation to automate the transfer of caller-entered information, or through an external application action. Cisco Unified Contact Center Express provides powerful integration tools through support for custom Java classes and methods that can be invoked under real-time workflow control.
Cisco Unified CallConnector for Microsoft Dynamics CRM
The Cisco Unified CallConnector for Microsoft Dynamics CRM, part of the Cisco Unified Communications system, is a free middleware application that integrates Cisco Unified Contact Center Express with Microsoft Dynamics CRM 3.0 (Microsoft CRM). This integration with Microsoft CRM includes productivity-enhancement features for employees such as screen pops, click to dial, and call tracking. The call information collected by the Cisco Unified CallConnector for Microsoft Dynamics CRM allows companies to make better business decisions based on actual call metrics pertaining to employees or customers.
Cisco Agent Desktop and Cisco Unified Presence integration
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 that are appropriate for agents to access.