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.
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:
Cisco Unified Contact Center Express is available in three packages tailored to meet your customer contact requirements.
Boost agent efficiency, reduce costs, and improve customer loyalty with Cisco Unified Contact Center Express.
Henny Penny improves responsiveness and saves money with Cisco Unified Communications.
Learn how to view the status of agents and modify in real time. (Video - 2:48 min)
This web chat feature demonstrates customer and agent side functionality. (Video - 2:47 min)
|Blended Preview Outbound Dialer||Yes||No||No||No|
|Predictive and Progressive Outbound Dialer||Yes with Finesse||No||No||Yes|
|Inbound Voice High-Availability Option||Yes||Yes||No||Yes|
|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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