Cisco® Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time from any workspace.
The Cisco Unified Communications platform allows customers to move beyond simple transactions to provide a unique, customer-centric service with robust content through a variety of channels, including voice, web, email messaging, and video - extending customer care beyond the traditional contact center. With these new forms of communication, accurate reporting is vital to the ability to measure and monitor change. Having access to the right data when and where you need it is critical.
Cisco Unified Intelligence Center is a web-based reporting application that provides real-time and historical reporting in an easy-to-use, wizard-based application for Cisco Contact Center products. It allows contact center supervisors and business users to report on the details of every contact across all channels in the contact center from a single interface (Figure 1).
Cisco Unified Intelligence Center allows customers to extend the boundaries of traditional contact center reporting to an information portal where data can be easily integrated and shared throughout the organization.
Features and Benefits
Cisco Unified Intelligence Center is a state-of-the-art, open platform offering a secure and unique 360-degree view of the enterprise with the capability to link down, up, or across to other data from any report. Stock and custom reports can be grouped with other web content to create dynamic dashboards. Permanent web links, or permalinks, also enable one-click access to reports and dashboards in Cisco Unified Intelligence Center, allowing reports to be embedded in other dashboards and simplifying access.
Cisco Unified Intelligence Center report packages can be imported to provide support for multiple Cisco Contact Center products including Cisco Unified Contact Center Enterprise, Unified Customer Voice Portal, and Unified E‑Mail and Web Interaction Manager, and Cisco SocialMiner™. In addition, partner report packages can enhance and extend reporting to other products. Beginning with Cisco Unified Intelligence Center Release 9.0, Cisco Unified Contact Center Express embeds Cisco Unified Intelligence Center and a set of stock Cisco Unified Contact Center Express reports for focused reporting on Cisco Unified Contact Center Express. Using a single reporting platform across contact center products reduces training costs both for end users and for report developers.
Two versions of Cisco Unified Intelligence Center are available for Cisco Unified Contact Center Enterprise - Cisco Unified Intelligence Center Standard and Premium. And for Cisco Unified Contact Center Express, Cisco Unified Intelligence Center Standard is available for historical reporting. Cisco Unified Intelligence Center Standard software is included as part of the Cisco Unified Contact Center Enterprise software kit. Please note that platform software is required. Cisco Unified Intelligence Center Premium includes advanced features and the capability to create new reporting queries and access other external databases and data sources. Table 1 summarizes the features of Cisco Unified Intelligence Center.
Table 1. Feature Comparison for Cisco Unified Intelligence Center
Cisco Unified Intelligence Center provides real-time and historical reporting in an easy-to-use, wizard-based application. To allow you to customize the way that information is presented, the application provides a dashboard (see Figure 1), which is the canvas for grouping multiple objects together, such as charts, gauges, and grids, to provide a comprehensive view of contact center statistics at a glance.
You can develop multiple dashboards to provide a variety of views for any contact center information. End users of these reports (Figure 2) can modify the content through the wizard by choosing the columns to be displayed, specifying the order, applying filter criteria to identify exceptions, formatting values, and renaming columns to suit individual needs. This approach allows report designers to define a report and then allows end users to personalize it on their own, eliminating the need to go back to the designer for small changes.
Another benefit for administrators is the capability to set individual default values for users or groups that define time zones, languages, and other interface preferences. No matter where users are located, when they log in, the defaults assigned to them provide reporting information that is customized for their particular needs.
Cisco Unified Intelligence Center also offers administrators the capability to control access to features, reports, and data by granting privileges only to authorized individual users or groups of users. For example, you can assign each supervisor to a group of agents, skills, and call types that are the most relevant to that person so that each report provides focused, actionable insights into data that is germane to the person’s role.
Several features in this product allow you to extend the Cisco Unified Intelligence Center platform beyond traditional contact center reporting to an enterprisewide information portal. You can use data from nontraditional sources to improve business efficiency and effectiveness. For example, you can include publishing data from anywhere in your network to provide real-time information about changing conditions in the contact center or add a countdown widget that marks the time until a new product launch. You also can use HTML posts to include live external webpage content or access internal information portals to include in the dashboard or add a message to your team dashboard through a sticky note.
For information about system requirements for Cisco Unified Contact Center Express, please see the Cisco Unified Contact Center Express documentation. For all other implementations of Cisco Unified Intelligence Center, please refer to the bill of materials (BOM) for Cisco Unified Intelligence Center 9.0 at.
To place an order, visit the Cisco Ordering homepage at. Cisco Unified Intelligence Center Standard and Premium licenses can be ordered through the IPCE-SVR-ADDON part numbers CCEH-CUIC-PREM and CCEH-CUIC-STD.
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For More Information
For more information about the Cisco Unified Intelligence Center, visitor contact your local Cisco account representative.