Cisco Unified Contact Center Express - Продукты и услуги

Improve Productivity and Customer Experiences

Easy to deploy and use, Cisco Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.

Features and Capabilities

Unified CCX offers sophisticated call routing and comprehensive contact management capabilities. It includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.

Unified CCX 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 management of voice, email, web chat, and social media inquiries.

Cisco Unified Contact Center Express offers:

Sophisticated call routing and comprehensive contact management capabilities
E-mail, Web Chat and social media integration
Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages
Workforce optimization, including workforce management and advanced quality management
Next-generation historical and real-time reports and dashboards with flexible presentation options using Cisco Unified Intelligence Center

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 an easy-to-deploy, easy-to-use, all-in-one solution

Improve Customer Satisfaction
Boost agent efficiency, reduce costs, and improve customer loyalty with Cisco Unified Contact Center Express.
Personalize Service for a Competitive Edge
Henny Penny improves responsiveness and saves money with Cisco Unified Communications.
Cisco Unified Contact Center Express Mobile Skill Manager Software Demonstration
Learn how to view the status of agents and modify in real time.
Cisco Unified Contact Center Express Web Chat Software Demonstration
This web chat feature demonstrates customer and agent side functionality.

Specifications at a Glance

Cisco Unified Contact Center Express 11 Feature Availability with Cisco Unified Communications Manager
Read Data Sheets
Feature	Premium	Enhanced	Standard	Optional
Inbound voice	Yes	Yes	Yes	No
Blended Preview Outbound Dialer	Yes	No	No	No
Predictive and Progressive Outbound Dialer	Yes with Finesse	No	No	Yes
Outbound IVR	Yes	No	No	Yes
Agent E-Mail	Yes	No	No	No
Web Chat	Yes	No	No	No
Inbound Voice High-Availability Option	Yes	Yes	No	Yes
Outbound Voice	Yes	No	No	No
Database Integration	Yes	No	No	No
WFO: Call Recording	Yes	Yes	Yes	Yes
WFO: Quality Management	Yes	Yes	No	Yes
WFO: Advanced Quality Management	Yes	Yes	No	Yes
WFO: Workforce Management	Yes	Yes	No	Yes
Finesse Agent and Supervisor Desktop	Yes	Yes	No	No
Finesse IP Phone Agent	Yes	Yes	Yes	No
Context Service Support	Yes	Yes	No	No