Cisco Cisco Unified Contact Center Express 9.0(1) Data Sheet

Data Sheet

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Cisco Unified Contact Center Express 8.0

Cisco

Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and

mobile networks, enabling easy collaboration every time from any workspace.

Product Overview

Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental

companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer

interaction management for up to 300 agents. Cisco Unified Contact Center Express support for powerful, agent-

based service as well as fully integrated self-service applications results in reduced business costs and improved

customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice

response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contact-

center-in-a-box deployment while 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 and email; and

customer interaction management helps ensure that each contact is delivered to the right agent the first time.

To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must

have the tools they need to manage team performance. Cisco Unified Workforce Optimization for Cisco Unified

Contact Center Express helps supervisors and other managers align contact center performance with business

objectives by integrating workforce optimization into the team's daily workflow. Cisco Unified Contact Center Express

is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your

customer contact interaction management requirements. All Cisco Unified Contact Center Express products are

tightly integrated with Cisco Unified Communications Manager.

This document applies only to Cisco Unified Contact Center Express 8.0 and later.

Features and Benefits

Routing Capabilities

Maximum return on investment (ROI) for contact centers is provided when your company's business rules can

influence the behavior of the contact center. The routing capabilities of Cisco Unified Contact Center Express

facilitate categorization and prioritization of customer contacts in a way that best meets your business requirements

to help ensure that each contact is routed to the right agent at the right location the first time to maximize resolution

on the first call. Cisco Unified Contact Center Express routing supports a wide range of routing logic that can

accurately target and selectively route different classes of contacts, or even single out individual contacts for

customized, prioritized routing treatment.

Cisco Unified Contact Center Express offers call-routing behaviors based on conditional events, such as time of day,

day of week, or holiday routing, as well as the ability to specify service levels, move contacts between agent groups,

and reprioritize contacts in the queue based on your business rules. With Cisco Unified Contact Center Express

Premium, product integration with your enterprise's customer database can help ensure that the optimal routing

decisions are made. In addition, the application can give agents extensive information on a per-contact basis

through a customer-relationship-management (CRM) or other application screen pop.