Cisco Cisco Unified Contact Center Express 9.0(1) Scheda Tecnica
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Data Sheet
Cisco Unified Contact Center Express 9.0
Product Overview
Cisco
®
Unified Contact Center Express 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 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 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, email, and web chat; 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 packages: 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 9.0 and later.
Features and Benefits
Routing Capabilities
Maximum 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.