Improve Productivity and Customer Experiences
Easy to deploy and use, Cisco Unified Contact Center Express delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated "contact center in a box" is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.
Features and Capabilities
In addition to sophisticated call routing and comprehensive contact management capabilities Cisco Unified Contact Center Express includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance. It 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 handling voice, email, web chat and social media inquires.
Cisco Unified Contact Center Express offers:
- Sophisticated call routing and comprehensive contact management capabilities
- Automatic call distributor features including conditional routing, call-in-queue, and expected-wait-time messages
- Presence integration to help increase caller satisfaction through improved agent performance and expertise
- Workforce optimization, including workforce management, quality management, and advanced quality management
- A mobile supervisor feature that helps enable real-time reports and skill management on the go
Cisco Unified Contact Center Express is available in three packages tailored to meet your customer contact requirements.
Primary Business Benefits Include:
- Improved customer satisfaction and loyalty with comprehensive contact management
- Improved workforce productivity so you can do more with less
- Significant cost optimization with easy-to-deploy, easy-to-use, all-in-one solution
- Gartner Names Cisco a Leader
Cisco named a leader in the 2012 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide.
- Improve Customer Satisfaction
(Flash - 4:29 min) Boost agent efficiency, reduce costs, and improve customer loyalty with Cisco Unified Contact Center Express.
- Personalize Service for a Competitive Edge
(PDF - 258 KB) Henny Penny improves responsiveness and saves money with Cisco Unified Communications.
- Cisco Unified Contact Center Express Mobile Skill Manager Software Demonstration
(Video - 2:48 min)Learn how to view the status of agents and modify in real time.
- Cisco Unified Contact Center Express Web Chat Software Demonstration
(Video - 2:47 min)This web chat feature demonstrates customer and agent side functionality.
Specifications at a Glance
| Feature | Premium | Enhanced | Standard | Optional |
|---|---|---|---|---|
| Inbound voice | Yes | Yes | Yes | No |
| Integration with Cisco Unified Presence Server | Yes Included | Yes Included | Yes Included | Yes |
| Blended Preview Outbound Dialer | Yes Included | No | No | No |
| Outbound IVR | Yes | No | No | Yes |
| Agent E-Mail | Yes Included | No | No | No |
| Web Chat | Yes Included | No | No | No |
| Inbound Voice High-Availability Option | Yes | Yes | No | Yes |
| Call Recording | Yes | Yes | Yes | Yes |
| Quality Management Option | Yes | No | No | Yes |
| Advanced Quality Management Option | Yes | No | No | Yes |
| Workforce Management Option | Yes | No | No | Yes |
Product Support Services
Cisco's Services can help you increase operational efficiency, lower support costs, and improve availability risk management.
Additional Resources
Video Data Sheet
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Cisco Unified Contact Center Express Mobile Skill Manager
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