Maximize Customer Service, Minimize Costs

>A managed service that enables call centers to rapidly implement customer interaction analytical capabilities with minimal resource requirements and low startup costs, the Cisco Unified Customer Interaction Analyzer takes full advantage of a hosted enterprise-class architecture to deliver customized services and ongoing support.

The Cisco Unified Customer Interaction Analyzer helps call centers improve the customer experience by providing a complete business context for each customer interaction. It collects information from multiple data sources relevant to the call center and turns incoming customer call content into structured, usable data. Customer interactions are captured onsite and transferred to a dedicated and secure hosted facility for storage, retrieval, and evaluation.

The Cisco Unified Customer Interaction Analyzer enables call centers to:

• Capture, store, and analyze every interaction between a customer and an agent
• Conduct consistent, automatic, and objective evaluations of each customer interaction
• Review customer interaction evaluation results using an intuitive, Web-based interface
• Access customized online evaluation reports and dashboards targeted to meet the needs of executives, supervisors, and customer service agents alike
• Improve customer service and retention
• Enhance recruitment, training, and performance-measurement practices for customer service agents