Cisco Unified Contact Center Enterprise delivers a comprehensive solution that transforms your call center into a Multichannel Contact Center.
New trends in call center technology are transforming the traditional call center into a multichannel contact center. These advancements integrate today's wide range of media and data channels to create a unified contact center environment that includes:
The Cisco Unified Communications system includes a comprehensive solution to help you integrate these technologies into your enterprise and move to the next phase of customer contact - from call center to Multichannel Contact Center.
Unlike a traditional call center built around legacy time-division multiplexing (TDM) -based telecommunications, a Multichannel Contact Center is built on an IP-based architecture that supports a continuously evolving suite of multichannel services to enhance the customer experience.
Cisco Unified Contact Center Enterprise is a strategic platform that enables you to move from a call center to an IP-based Customer Interaction Network. Cisco Unified Contact Center solutions help extend customer service capabilities across your entire organization, giving your business a more integrated and collaborative approach to customer satisfaction.
Cisco Unified Contact Center Enterprise provides a state-of-the-art IP-based call center solution that allows you to integrate inbound and outbound voice applications with Internet applications. This integration allows for unified capabilities, helping a single agent support multiple interactions simultaneously, regardless of which communications channel the customer has chosen.
The routing functions of Cisco Unified Contact Center Enterprise provide the intelligent distribution of contacts as they enter the company's call center network.
When a customer in the call center requires redirection, Cisco Unified Contact Center Enterprise applies business logic, sending the contact to the best available enterprise resource.
Other routing capabilities and benefits for your call center include:
Cisco Unified Contact Center Enterprise delivers a rich set of data to business applications, providing information to the call center agent's desktop.
Capabilities and benefits for your call center agents include:
Cisco Unified Contact Center Enterprise allows supervisors to view call center agent status, send text chat messages to agents, interrupt or intercept calls, record conversations, and silently monitor agent calls.
Other benefits for call center managers include:
Cisco Unified Contact Center Enterprise software takes advantage of industry-standard hardware platforms, giving your call center the benefits of many software functions at a modest hardware cost.
The open architecture of the system, which includes an Open Database Connectivity (ODBC-compliant database—as well as Java, COM, and .NET interfaces for CTI applications—preserves investments by integrating with existing call center solutions.
Other benefits for your call center system include the following: