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Cisco Unified Contact Center Express

Improve Productivity and Customer Experiences

Easy to deploy and use, Cisco Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.

Features and Capabilities

Unified CCX offers sophisticated call routing and comprehensive contact management capabilities. It includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.

Unified CCX provides customer segmentation with state-of-the-art, built-in, interactive voice response capability, and proactive customer service for a superior customer experience with integrated, outbound, call management capabilities. Multichannel capabilities include management of voice, email, web chat, and social media inquiries.

Cisco Unified Contact Center Express offers:

  • Sophisticated call routing and comprehensive contact management capabilities
  • E-mail, Web Chat and social media integration
  • Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages
  • Workforce optimization, including workforce management and advanced quality management
  • Next-generation historical and real-time reports and dashboards with flexible presentation options using Cisco Unified Intelligence Center

Cisco Unified Contact Center Express is available in three packages tailored to meet your customer contact requirements.

Primary Business Benefits Include:

  • Improved customer satisfaction and loyalty with comprehensive contact management
  • Improved workforce productivity so you can do more with less
  • Significant cost optimization with an easy-to-deploy, easy-to-use, all-in-one solution

Specifications at a Glance

Cisco Unified Contact Center Express 11 Feature Availability with Cisco Unified Communications Manager
Read Data Sheets
Feature Premium Enhanced Standard Optional
Inbound voice Yes Yes Yes No
Blended Preview Outbound Dialer Yes No No No
Predictive and Progressive Outbound Dialer Yes with Finesse No No Yes
Outbound IVR Yes No No Yes
Agent E-Mail Yes No No No
Web Chat Yes No No No
Inbound Voice High-Availability Option Yes Yes No Yes
Outbound Voice Yes No No No
Database Integration Yes No No No
WFO: Call Recording Yes Yes Yes Yes
WFO: Quality Management Yes Yes No Yes
WFO: Advanced Quality Management Yes Yes No Yes
WFO: Workforce Management Yes Yes No Yes
Finesse Agent and Supervisor Desktop Yes Yes No No
Finesse IP Phone Agent Yes Yes Yes No
Context Service Support Yes Yes No No

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