The following sections details the new features and lists the enhanced features for Cisco HCS for Contact Center release 9.0(1):
Cisco Finesse—The Cisco Finesse agent and supervisor desktop for Cisco Unified Contact Center Enterprise integrates traditional contact center functions into a thin-client desktop. A critical characteristic is that every desktop is100-percent browser-based and implemented through a Web 2.0 interface. No client-side installations are required. This reduces the total cost of ownership (TCO).
Outbound Dialer—The Cisco Outbound Option application provides outbound dialing functionality along with the existing inbound capabilities of the Cisco Unified Contact Center Enterprise. This application enables the contact center to dial customer contacts and direct contacted customers to agents or IVRs.
Support for two 500 agent customer instances on single blade pair—Support is provided to share two customer instances of 500 agent deployment models in a single pair of blades.
Compatibility with Cisco Unified Communications 9.0 release—Cisco HCS for Contact Center 9.0(1) is compatible with Unified Communications 9.0 release.
Unified Mobile Agent—Unified Mobile Agent enables an agent using any PSTN phone and a broadband VPN connection (for agent desktop communications) to function just like a Unified CCE agent sitting in a formal call center.
SPAN-Based Silent Monitoring—You can silently monitor the mobile agents through CTI OS based silent monitoring.
Unified Contact Center Domain Manager (CCDM)—The Unified CCDM provides multi-customer provisioning support and North bound API for contact center service fulfilment.
Native a-law codec— a-law codec is now supported in Cisco HCS for Contact Center deployment.
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