Cisco Cisco Unified Contact Center Express 9.0(1) Ficha De Dados
Data Sheet
All contents are Copyright © 1992–2007, 2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
Page 3 of 7
Cisco Unified Contact Center Express provides a powerful real-time programmable CTI that
enables custom integration with Cisco Unified Contact Center Express ACD, IVR, and system
phone device and agent configuration and management services.
IVR and Self-Service Capabilities and Benefits
Unlike many competitive products, Cisco Unified Contact Center Express does not require
purchase of additional IVR services, but rather provides an integrated ready-to-use IVR solution.
Every package provides an IVR queue point, custom call treatment, arbitrarily deep voice menus,
custom voice prompts, and the ability to process customer phone keypad presses through dual
tone multifrequency (DTMF) processing to make routing decisions or to present a screen pop to
the agent.
Cisco Unified Contact Center Express Premium adds the ability to have true, sophisticated, fully
automated self-service applications integrated with your agent-assisted contact interaction
management. This critical feature helps enable significant cost reduction on a per-contact basis
and provides significant flexibility in handling customer contacts.
Two full self-service IVR ports are packaged at no additional charge with each Cisco Unified
Contact Center Express Premium seat. In addition, support is provided for adding advanced self-
service technologies such as Automatic Speech Recognition (ASR), Text to Speech (TTS), and
Voice Extensible Markup Language (VoiceXML), as well as providing support for real-time
notification services through e-mail, fax, or paging and the ability to invoke custom work-flow
processing (for example, Web-based call back) through HTTP requests.
Cisco Unified CallConnector for Microsoft Dynamics CRM
The Cisco Unified CallConnector for Microsoft Dynamics CRM, part of the Cisco Unified
Communications System, is a free middleware application that integrates Cisco Unified Contact
Center Express with Microsoft Dynamics CRM 4.5 (Microsoft CRM).
This integration with Microsoft CRM includes productivity-enhancement features for employees
such as screen pops, Click to Dial, and call tracking. The call information collected by the Cisco
Unified CallConnector for Microsoft Dynamics CRM allows companies to make better business
decisions based on actual call metrics pertaining to employees or 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 supervisor seat. Agent seats can be
either PC or Cisco Unified IP phone-based agent stations. Each seat provides full licensing for
Cisco Agent Desktop, Cisco IP Phone Agent, Cisco Supervisor Desktop, Cisco Desktop
Administrator, Cisco Historical Reporting Client, and, for Enhanced and Premium, On-Demand
Recording. 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,
which 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.