Cisco Cisco Unified Contact Center Enterprise 8.5(3) Data Sheet

 

 

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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Data Sheet 

Cisco Unified Contact Center Management Portal 

Product Overview 

From capturing agent profiles to changing parameters to meet current needs, Cisco

®

 Unified Contact Center 

Management Portal (Unified CCMP) simplifies resource management whatever the size and scope of your Cisco 

Unified Contact Center Enterprise (Unified CCE) deployment. 

Management of resources, moves, adds, and changes has traditionally depended on both centralized and remote 

administration headcount and systems. As a result, implementation of changes could take days or even weeks. In 

an ever-changing contact center environment, often the requested changes are obsolete by the time they are 

implemented. 

Cisco Unified CCMP transforms the contact center management process, empowering your team to get more from 

your Cisco Unified CCE deployment. An intuitive and secure web-based application, Cisco Unified CCMP allows 

supervisors and managers to meet complex and varying demands on the contact center in real time, making 

management of the contact center easier and more efficient than ever before. 

Cisco Unified CCMP includes management of a variety of contact center resources, including the following 

examples: 

● 

Agents: New and temporary agents (copying, managing, and re-skilling)  

● 

Contacts: Call types, dialed numbers, enterprise skill groups, and labels 

● 

Equipment: IP phones (including automatic creation of corresponding device targets), device profiles and 

phone templates, and directory numbers 

● 

Audio: WAV audio file uploads 

● 

Bulk upload: Agents, people, teams, skill groups, users, and folders 

● 

User security: Roles, tasks, folders, users, groups, and passwords 

Business Value 

Cisco Unified CCMP gives your contact center management team the power of instant control. Accessed 

onscreen, supervisors can move, add, and change customer interaction resources to match fluctuating demand. 

With a few clicks of a mouse, managers can switch agents working in different areas of the contact center between 

different call queues, brands, product lines, and more. The simplicity of Cisco Unified CCMP helps ensure that your 

team can immediately implement decisions to help you deliver exceptional customer service. 

Benefits of Cisco Unified CCMP include: 

● 

Enhanced business agility by implementing changes within minutes, not days or weeks 

● 

Empowered business users and improved management accountability 

● 

Elimination of dependency on centralized and remote administration resources 

● 

Reduced operating costs and total cost of ownership (TCO)