Cisco Cisco Agent Desktop 8.0 Datenbogen
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Email Management
Customers are turning to company websites to locate information about products and services, to seek support,
and to conduct transactions. In addition, customers are seeking alternative ways, such as email, to contact
customer support centers, and the volume of incoming email interactions to contact centers is growing. Cisco
Unified Contact Center Express offers the Agent E-Mail feature for email management.
Agent E-Mail is a basic email queuing and response system, designed specifically for Cisco Agent Desktop for the
Cisco Unified Contact Center Express platform. Agent E-Mail is a zero-footprint feature that is tightly integrated
into the agent desktop embedded browser, with controls built into the toolbar and display. It enables contact
centers to queue and route email messages to staff and skilled agents, helping balance email and call-handling
activities. Additionally, you can configure the response process to include review and approval by experienced
agents email replies from less experienced agents prior to delivering the response.
Workforce Management, Call Recording, and Quality Management
Cisco Unified Workforce Optimization integrated with Cisco Unified Contact Center Express helps supervisors and
other managers align contact center performance with business objectives by integrating workforce optimization
within the team’s daily workflow - combining agent and supervisor desktop tools with workforce optimization
software to unify the entire customer interaction process.
Directly integrated with Cisco Supervisor Desktop, Cisco Unified Workforce Optimization unifies the tactical tools
that supervisors need to optimize team performance: Cisco Unified Workforce Optimization Workforce
Management, Quality Management, and Call Recording software. The Workforce Management component allows
contact center managers to develop schedules for multiple sites, manage critical performance indicators, and
manage real-time adherence to schedules. The Quality Management software provides a recording and quality
evaluation solution, with optional, advanced features such as screen recording for agent performance
optimization. Call Recording enables simplified call recording based on business rules, 100-percent recording, or
on-demand recording through an application programming interface (API). Agents and supervisors also can
search for and replay recordings to verify compliance or resolve disputes.
For more information please refer to the Cisco Unified Workforce Optimization for Cisco Unified Contact Center
Express data sheet:
http://www.cisco.com/en/US/products/ps8293/products_data_sheets_list.html
.
Outbound Dialing Capabilities
The Cisco Outbound Option complements the powerful inbound call-handling capability of the Cisco Unified
Contact Center Express platform by offering blended preview outbound dialing and outbound IVR capabilities. You
can build campaigns to use preview dialing that is integrated with inbound calls to provide a blended
inbound/outbound solution. These blended functions let agents serve both inbound calls and outbound campaign
tasks when the inbound queue is empty, allowing for the most efficient use of agent resources for both inbound
calls and outbound campaigns.
In addition to blended preview outbound dialing, Cisco Unified Contact Center Express also includes outbound
IVR capabilities designed to deliver automated, IVR-based outbound communications to customers. You can use
outbound IVR for applications such as appointment reminders and emergency announcements. Outbound IVR
also supports CPA (Call Progress Analysis) to automatically detect voice answer, answering machine, fax/modem,
busy and reorder tones.