Cisco Unified Contact Center Enterprise 11.0(1) Information Guide
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Getting the technology right
Cisco Unified Communications Manager was ideal. Ferguson also adopted
Cisco Unified Contact Center Enterprise—not as a conventional contact center
but a means of changing business processes.
Cisco Unified Contact Center Enterprise—not as a conventional contact center
but a means of changing business processes.
“Once we were fully engaged with Cisco, technology was no longer a
stumbling block,” says Joshua Smith, IT analyst. “The Cisco solution was
flexible, scalable, and its features meshed with our strategy.”
stumbling block,” says Joshua Smith, IT analyst. “The Cisco solution was
flexible, scalable, and its features meshed with our strategy.”
Creating a virtual knowledge pool
Ferguson started building a framework of Inside Sales centers, each serving
one region. The idea was to answer all calls, instead of having them diverted
to individual voicemails. It’s a virtual setup, so associates don’t have to
relocate or commute long distances.
one region. The idea was to answer all calls, instead of having them diverted
to individual voicemails. It’s a virtual setup, so associates don’t have to
relocate or commute long distances.
Meanwhile, Ferguson maximizes local knowledge and expertise by
distributing calls among associates in the district that the customer called.
distributing calls among associates in the district that the customer called.
Keeping it personal
Inside Sales associates use presence on Cisco Jabber® technology to check
the availability of colleagues. Smith says: “We blend the tools together, so we
can efficiently move traffic and have the customer speak to the right person.”
the availability of colleagues. Smith says: “We blend the tools together, so we
can efficiently move traffic and have the customer speak to the right person.”
The Cisco Finesse® solution is yielding fresh insight into how associates’
days are organized. The customizable desktop is becoming a powerful tool
for workforce management and capacity planning.
days are organized. The customizable desktop is becoming a powerful tool
for workforce management and capacity planning.
Every call is answered in the customer’s locality or region by a customer
concierge. That’s a person, not an automated service. The concierge
assesses customers’ needs and decides how to direct their calls.
concierge. That’s a person, not an automated service. The concierge
assesses customers’ needs and decides how to direct their calls.
• Contact center solution supports business
process change.
• Cisco network infrastructure and call management
provide unifying foundation.
Solutions