Contact Center Technology for an Improved Customer Experience
Contact center technology from Cisco offers more ways to interact with customers while improving contact center efficiency.
Contact center technology is changing how companies talk to their customers. With converged networks that offer service on multiple channels (phone, e-mail, text, and more), customers have more ways to find the resources they need - and you have more ways to interact with them. By integrating these converged networks with your customer relationship management (CRM) systems, you can move to the next level of customer service: the Customer Interaction Network.
Contact Center Technology Helps You Create a Customer Interaction Network
New approaches to contact center technology allow your organization to extend its reach while improving the customer experience. The result is a Customer Interaction Network—a network based on flexible IP architecture and capable of offering a wide range of services from each agent's desktop.
Contact Center Technology Offers More Options for Agents
With contact center technology from Cisco, you can deliver more data to agents' CRM applications, providing relevant information in real time for more dynamic customer interactions.
- Cost-effective computer telephony integration (CTI) routes information from the network directly to agents' desktops
- With Universal Queue, agents' tasks are reported in real time
- Agents will have the same user interface, no matter their location
- Self-service applications made possible through Cisco Unified IP IVR help optimize agents' time and skill sets
Contact Center Technology Enables More Effective Management
Contact center technology from Cisco allows managers to see agents' status, notify agents with text messages, interrupt calls, and archive conversations. With Cisco Unified Workforce Optimization, contact center managers can align agent performance with business objectives by optimizing the daily workflow.
- A Web-based Cisco Unified Contact Center Management Portal for simplified administration
- Anticipate customer volume more accurately and schedule agents accordingly
- Virtual management tools allow contact center management across multiple time zones
- Apply business rules according to channel type for comprehensive multichannel support
- Leverage reporting capabilities that include real-time and historical data
- Connect contact centers to multiple CTI systems, phone systems, and automatic call distributors (ACDs) simultaneously
