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  Product Catalog: Cisco: Customer Collaboration: Contact Center Solutions  
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Cisco Unified Contact Center Express (Cisco)

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
  • Presence integration to help increase caller satisfaction through improved agent performance and expertise
  • 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
  • A mobile skill manager feature that helps enable 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 an easy-to-deploy, easy-to-use, all-in-one solution
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 (CAD) No No No
Web Chat Yes Included No No No
Inbound Voice High-Availability Option Yes Yes No Yes
Outbound Voice Yes (CAD) No No No
Call Recording Yes Yes Yes Yes
Quality Management Option Yes Yes No Yes
Advanced Quality Management Option Yes Yes No Yes
Workforce Management Option Yes Yes No Yes

Documents
Data Sheet
 
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