Cisco Cisco Unified Contact Center Express 9.0(1) Data Sheet
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Data Sheet
Cisco Unified Contact Center Express 10.5
Product Overview
Cisco
®
Unified Contact Center Express (Unified CCX) meets the needs of midmarket and enterprise branch offices
or companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer
interaction management for up to 400 agents.
Cisco Unified Contact Center Express supports powerful, agent-based service as well as fully integrated self-
service applications resulting in reduced business costs and improved customer response. The solution provides a
sophisticated automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration
(CTI), and agent and desktop services as well as offering the flexibility to scale to larger, more demanding
environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound
voice, email, web chat, and customer interaction management deliver each contact to the right agent the first time.
Cisco Unified Contact Center Express is available in three packages: Standard, Enhanced, and Premium, to better
match product functions with your customer contact interaction management requirements. The Cisco Unified CCX
solution is tightly integrated with Cisco Unified Communications Manager (UCM), Cisco Business Edition 6000
(BE 6000), and Cisco Business Edition 7000 (BE 7000).
Table 1 lists the features and benefits of Cisco Unified Contact Center Express 10.5.
Table 1.
Cisco Unified Contact Center Express Features and Benefits
Feature
Benefits
Agent Capabilities and Benefits
Cisco Finesse
®
desktop
● This desktop is a next-generation agent and supervisor desktop for Cisco Customer Collaboration solutions.
● It provides easy access to the applications and information required by your customer service organization
● It provides easy access to the applications and information required by your customer service organization
through a customizable web-based interface.
● The solution offers an intuitive, easy-to-use desktop design to help improve customer care representative
performance and satisfaction, enabling quality customer service.
● The embedded Cisco Finesse desktop supports inbound contact center functions. Core features include:
◦
Customizable agent and supervisor desktops
◦
Call control
◦
Multisession web chat
◦
Live data reporting gadgets
◦
Blended agents - inbound and outbound capability
◦
Silent monitoring
◦
HTTP and representational-state-transfer (REST) application-programming-interface (API) workflows
◦
Phonebook
◦
Multiline support
◦
Recording and playback using Cisco MediaSense and Workforce Optimization recording solutions
◦
E164 support
● Web 2.0 SDK allows customers to create next-generation applications or integrations to Cisco Unified CCX.
● The Web 2.0 SDK offers a powerful, broadly applicable Web 2.0-based API for use with gadget-based
● The Web 2.0 SDK offers a powerful, broadly applicable Web 2.0-based API for use with gadget-based
applications provided by Cisco with the SDK, custom-built gadget-based applications, third-party desktop
applications, wallboard, and workforce management products.
applications, wallboard, and workforce management products.
Home agents
● This feature provides flexibility for agents to use their public-switched-telephone-network (PSTN) phone devices
to accept, transfer, conference, and disconnect calls, while Cisco Unified CCX manages the agent interactions.
● Home agents use the Cisco Unified Communications Manager infrastructure with extend and connect functions
along with a Jabber
®
client in extend mode to set their own remote device.