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.
For information about E-Mail Interaction Manager, see http://www.cisco.com/en/US/products/ps7236/tsd_products_support_series_home.html. For Web Interaction Manager, see http://www.cisco.com/en/US/products/ps7233/index.html.
- Cisco MediaSense
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.
For information about Cisco MediaSense, see http://www.cisco.com/en/US/products/ps11389/index.html.
- Cisco Silent Monitoring
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
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.
For information about SocialMiner, see http://www.cisco.com/en/US/products/ps11349/index.html.