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

Data Sheet

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Using Cisco TelePresence conferencing in combination with Cisco Unified Contact Center Express, virtual agents

can be connected to callers through the skills-based routing and integrated queuing of Cisco Unified Contact Center

Express. When connected, the agent and customer appear in life size on video displays for a highly effective, face-

to-face customer service interaction. This feature is ideal for applications in finance, such as branch-office experts,

retail for high-end electronics sales, healthcare for remote consultations, and interpretive services, as well as for

administrative services such as lobby personnel. It creates the intimacy of a one-on-one meeting and at the same

time allows the agent to be in multiple places quickly and easily.

Also, agents and customers can add a level of intimacy to calls by employing video through the Cisco Unified Video

Advantage camera. Each of the video-enabled endpoints can take advantage of video among all parties on the call,

adding a level of connectedness between the parties that can lead to a more complete and better overall interaction

between agents and customers.

Agent Capabilities and Benefits

Each Cisco Unified Contact Center Express seat provides optimal flexibility in your contact center by providing full

licensing to use the seat as either an agent or a supervisor seat. Enhanced and Premium agent seats can be either

PC- or Cisco Unified IP Phone-based agent stations. Standard seats provide a Cisco Unified IP Phone Agent IP

Phone-based agent station. Each seat provides full licensing for Cisco Agent Desktop or Cisco IP Phone Agent,

Cisco Supervisor Desktop, Cisco Desktop Administrator, and Cisco Historical Reporting Client; for the Enhanced and

Premium versions, Cisco Supervisor and Agent Desktop include on-demand recording in addition to full licensing.

With the Enhanced and Premium versions, even if a PC failure occurs, an agent is fully licensed to continue working

through the Cisco IP Phone Agent.

Cisco Unified Contact Center Express keeps the agent in touch with every call through critical data and call-state

information by providing the ability to present a screen pop to the agent for each call. Information presented to the

agent includes customer-entered data as well as call-state information describing how long the call has been

connected to the ACD, how long the call has been in queue, and how long the agent has been talking with the caller.

Cisco Agent Desktop gives agents tools to access information and respond rapidly to customer requests. Voice

contact workflows, the enterprise data pane, and the integrated browser display (screen pop) show agents customer

data as calls are presented, preventing redirection of calls and the necessity for customers to repeat information.

Task automation buttons and the personal phone directory allow agents to instantly activate frequently performed

functions that shorten response time and automate after-call work to follow up on a customer inquiry. Collaboration

tools such as chat and transfer of caller data help keep responses accurate.

Additionally, Cisco Agent Desktop offers the ability to provide workflows that process business rules based on critical

call-state events, the ability to invoke any CRM or other application able to run on the agent's Microsoft Windows

desktop, and the ability to display information in the form of a screen pop from the ACD or IVR subsystem to that

application.

When the Premium Cisco Outbound Option with preview dialing is enabled, the Cisco Agent Desktop provides all the

controls necessary for agents to participate in outbound campaigns. The Premium Outbound option enables either

dedicated outbound or transparent blended inbound and outbound call handling for agents.

Note: For complete details regarding Cisco Agent Desktop and Cisco Supervisor Desktop for Cisco Unified Contact

Center Express 8.0, including options available for Standard, Enhanced, and Premium versions, please refer to the

Cisco Agent Desktop for Cisco Unified Contact Center Express 8.0 data sheet:

http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_data_sheets_list.html