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.
See how this solution can help you meet your customer care needs. (5:09 min)
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
|Integration with Cisco Unified Presence Server||Yes Included||Yes Included||Yes Included||Yes|
|Blended Preview Outbound Dialer||Yes Included||No||No||No|
|Agent E-Mail||Yes Included||No||No||No|
|Web Chat||Yes Included||No||No||No|
|Inbound Voice High-Availability Option||Yes||Yes||No||Yes|
|Quality Management Option||Yes||No||No||Yes|
|Advanced Quality Management Option||Yes||No||No||Yes|
|Workforce Management Option||Yes||No||No||Yes|