Customer Collaboration

Customer collaboration creates the foundation for positive customer service, a primary factor in building a stronger business.

- Cisco SocialMiner
  - Provides a social media campaign management solution
  - Monitors the social web for relevant public customer postings and helps you engage with customers proactively
  - Offers context about customers by providing a social screen pop to customer service agents or other responders
  - Helps you manage your brand by monitoring and responding to social media posts from customers who need assistance
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  - Data Sheets
- Cisco Unified Contact Center Enterprise
  - Deliver state-of-the-art contact center capabilities for enterprise applications
  - Support both premise-based and hosted deployments with Cisco Unified Communications Manager or third-party automatic call distributors (ACDs)
  - Provide intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management.
  - Take advantage of desktop options such as a web-based thin client collaborative desktop for agents and supervisors
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  - Data Sheets
- Unified Contact Center Express
  - Easily deploy and use highly secure, virtual, and highly available sophisticated call routing and contact management capabilities for your contact center
  - Ideal for midmarket, enterprise branch, or corporate departments
  - Ideal for both formal and informal contact centers
  - Take advantage of support for Web 2.0 agent desktop SDK for custom desktop development
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  - Data Sheets
- Cisco Unified Customer Voice Portal
  - Provide speech-enabled self-service to callers with this award-winning product
  - Allow calls to be treated at the most efficient location with powerful call control
  - Combine open standards support for speech recognition with intelligent application development
  - Deliver personalized self-service as a standalone IVR system, or integrate transparently with the contact center
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  - Data Sheets

All Customer Collaboration Products

Cisco Unified Contact Center

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Collaborate with Your Customers

Customer Collaboration Solutions help create the foundation for positive customer service, a primary factor in building a stronger business. Cisco Customer Care products can help you:

Escape from the largely reactive mode of traditional call centers and engage more proactively with your customers
Promote true customer intimacy, satisfaction, and loyalty
Connect people with the information, expertise, and support they need when and where they need it most

Transform customer care from simple phone transactions to unique, rich collaboration experiences that can be customized to meet the needs of individual customers. Cisco Customer Collaboration Solutions and products help your business in four critical ways:

Build Competitive Advantage

Use voice, web, email, video, chat, analytics, and social media to personalize customer service.

Accelerate Time To Resolution

Advanced communications help agents quickly identify and resolve potential problems.

Enhance Customer Satisfaction

Help customers quickly access agent assistance.

Increase Revenue Opportunities

Create more productive sales opportunities.

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At a Glance

Collaborate with Confidence

Cisco Collaboration Solutions can help you address today's business challenges and build competitive advantage by:

Transforming business interactions with real-time voice and video communications
Quickly forming dynamic teams to make better decisions, faster, regardless of location
Increasing customer responsiveness with instant access to company experts
Securely connecting, communicating, and collaborating across traditional corporate boundaries

Face Today's Business Challenges

The nature of work is changing rapidly. Multiple trends are changing the way that people interact and do business, including:

More mobile, dispersed workforces
An explosion in content and devices
More cross-organizational teaming and processes
Proliferation of video communications
Social software being used at work

Prepare for the next breakthroughs in innovation and efficiency. It's time to embrace these new trends, actively engaging employees, partners, and customers to work more closely together, anytime, anywhere, in a more natural and integrated way.

Learn More (PDF - 259 KB)

Featured Case Study

Retailer Adds Contact Center Flexibility

Learn how 1-800 CONTACTS uses Unified Contact Center Enterprise: a single queue handles inbound calls, emails, and outbound calls to verify contact lens prescriptions.

All Case Studies | Read Featured Study (PDF - 174)
Manufacturer Moves Ideas Instead of People

Discover how Biesse America uses unified communications to reduce travel, get answers faster, and gain a competitive advantage.

All Case Studies | Read Featured Study (PDF - 142)
Mobile Service Provides Voice Self-Service

Learn why IDEA Cellular Ltd. shifted two million daily calls from live agents to a self-service voice portal.

All Case Studies | Read Featured Study (PDF - 242 KB)

Customer Collaboration Products

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