You can choose to
enable these features at any time after your Packaged CCE system is installed,
configured, and operational.
manages the recording and playing of greeting messages from agents. An agent's
recorded greeting plays automatically to callers when they connect to that
agent. Agents can set up different greetings for different types of callers, if
the call center supports that option.
allows a customer to initiate a request from the web to receive a return call
from an agent. The request is initiated by a SocialMiner callback feed.
Interaction Manager is a is a suite of web and email interaction management
applications that includes Cisco Unified E-Mail Interaction Manager (Unified
EIM) and Cisco Unified Web Interaction Manager (Unified WIM).
Callback offers customers the option to hang up and then receive a callback
when an agent is close to being available, rather than having to wait for an
extended time on hold. Customers do not lose their place in the queue. The
system collects callback information from the caller, monitors agent
availability, and calls the customer when the agent is close to available.
Mobility is a Cisco Unified Communications Manager feature that allows agents
to temporarily access their Cisco Unified IP Phone configuration, such as line
appearances, services, and speed dials, from other Unified IP Phones.
As part of
the configuration in
Unified Communications Manager Administration, you
create a device profile for each agent that will use Extension Mobility, and
associate each device profile with the appropriate agent. You can add either
all of the device profiles to the pguser, or all of the phones that the agents
will use to the pguser; you do not need to add both the profiles and phones to
supports call center agents who are using phones that are not directly
controlled by Packaged CCE. A mobile agent can be located outside of the
contact center, using an analog phone or a cell phone. Mobile agents might also
be located in the contact center using an IP phone connection that is not being
controlled by Packaged CCE. All mobile agents use broadband connection to
access the same Agent desktop and agent state controls as non-mobile agents.
supports agents in Nailed Up mode. (Call-by-Call mode is not supported in this
Option manages and executes outbound dialing campaigns. You configure the
system to automatically dial numbers using imported contact lists and filtering
rules. When a call connects to a live person, the system transfers the call to
an agent skilled in handling that calling campaign.
Survey sends a caller to an automated survey after the agent disconnects. A
Post-Call Survey is typically used to determine whether customers are satisfied
with their call center experiences.
Announcement plays a brief message to an agent before connecting a caller to
the agent. The message might include information about the caller or choices
the caller made from menu options.
Video Contact Center
Video Contact Center provides high-quality video collaboration
between customers and agents. Depending on how Video Contact Center is
deployed, customers may connect with agents either from within the enterprise
network or from devices outside the enterprise.
Integrations with Other Cisco Products
You can extend Packaged CCE functionality by integrating it with other Cisco products.
Cisco Interaction Manager (Unified WIM and EIM)
Unified WIM provides agents with a comprehensive set of tools for serving customers in real-time. It enables call center agents to provide immediate personalized service to customers through text chat messaging and web page-pushing. Agents also use Unified WIM to assist customers to navigate through web pages while providing support on the phone.
Unified EIM enables organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters.
Cisco MediaSense is a media recording platform that uses Web 2.0 application programming interfaces (APIs) to expose its functionality to third-party customers so they can create custom applications.
Cisco MediaSense can be used by compliance recording companies whose regulatory environment requires all conversations to be recorded and maintained. These recordings can later be used by a compliance auditor or a contact center supervisor to resolve customer issues or for training purposes. These recordings can also be used by speech analytics servers or transcription engines.
Cisco MediaSense is not dependent on the use of any other contact center product. However, it is capable of working with all contact center products. Its only dependency is Cisco Unified Communications Manager (Unified CM), which is used to set up the recording profile and call control service connection (SIP trunk) information.
Silent monitoring provides the supervisor with the ability to listen in on agent’s calls for quality control and performance evaluation. Two silent monitoring types are supported for Unified Contact Center:
CTI OS based
Unified CM based
Both CTI OS based and Unified CM based silent monitor sessions are started and stopped using the Start Silent Monitor and Stop Monitoring Agent buttons on the Team State window. Silent Monitoring must be installed on a separate server from Packaged CCE.
Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as Social Contacts. SocialMiner stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. SocialMiner presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts.
SocialMiner has one default user, called the SocialMiner Administrator. The SocialMiner Administrator is the Application User who is configured during installation. The credentials for that user allow initial access to SocialMiner. Certain SocialMiner functions are available only to the SocialMiner Administrator — including access to Active Directory on the Administration tab, where the SocialMiner Administrator can set up other users.