Cisco Cisco Unified Contact Center Express 9.0(1) Ficha De Dados
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Feature
Benefits
Workflows
● The Cisco Finesse desktop web administration allows easy configuration of complex screen pop actions using
the Cisco Finesse HTTP and REST APIs.
● Workflows allow agents to provide improved service and reduce call times.
● Supervisors can quickly and easily set up workflows in Cisco Finesse software using the logic-based, intuitive
● Supervisors can quickly and easily set up workflows in Cisco Finesse software using the logic-based, intuitive
administration interface to change the information presented to an agent based on the flow of the call.
● Cisco Finesse workflows can trigger two actions, REST API calls and browser-based screen pops.
● Any system that supports REST APIs or has applications that work in a standard web browser will work with the
● Any system that supports REST APIs or has applications that work in a standard web browser will work with the
Cisco Finesse desktop.
Workforce optimization
and quality management
and quality management
● Manage personnel efficiently to deliver consistent customer service that matches your business goals with
workforce management.
● Align with compliance and quality goals with call recording and quality management.
● Available with Unified CCX Enhanced and Premium versions.
● For complete details regarding Cisco Unified Workforce Optimization, please refer to the data sheet at:
● Available with Unified CCX Enhanced and Premium versions.
● For complete details regarding Cisco Unified Workforce Optimization, please refer to the data sheet at:
Multichannel Options
Agent E-Mail
● Enable basic email queuing and response with Agent E-Mail, a zero-footprint feature that is tightly integrated into
the Cisco Agent Desktop embedded browser.
● Agent E-Mail enables contact centers to queue and route email messages to staff and skilled agents, helping
balance email and call-handling activities.
Web chat
● Web chat provides entry-level features for managing customer interaction through the company website.
● Integrated into the agent desktop, web chat requires integration with a Cisco SocialMiner
● Integrated into the agent desktop, web chat requires integration with a Cisco SocialMiner
®
server deployed in a
demilitarized zone (DMZ).
● Blend voice and chat operations with the ability to allocate or not allocate chat contacts while an agent is on a
voice call for improved resource usage.
Outbound dialing
capabilities
capabilities
● This feature offers blended preview outbound dialing and outbound IVR capabilities.
● Build campaigns to use preview dialing that is integrated with inbound calls to provide a blended
● Build campaigns to use preview dialing that is integrated with inbound calls to provide a blended
inbound/outbound solution.
● Enable agents to serve both inbound calls and outbound campaign tasks when the inbound queue is empty,
allowing for the most efficient use of agent resources for both inbound calls and outbound campaigns.
● Available with Cisco Agent Desktop only
Social media customer
care
care
● This feature enables your company to proactively respond to customers and prospects communicating through
public social media networks such as Twitter and Facebook or other public forum or blogging sites.
● Cisco SocialMiner software is available as a standalone option with Cisco Unified Contact Center Express.
● For complete details regarding Cisco SocialMiner software, please refer to the data sheet at:
● For complete details regarding Cisco SocialMiner software, please refer to the data sheet at:
Video customer care
● This type of care enables virtual experts to be connected to callers with telepresence technology using the Cisco
Remote Expert solution.
● Experts and customers appear on video displays for a highly effective, face-to-face customer service interaction.
● This type of care is ideal for applications in finance, such as branch-office experts, retail for high-end sales,
● This type of care is ideal for applications in finance, such as branch-office experts, retail for high-end sales,
healthcare for remote consultations, and interpretive services, as well as for administrative services such as
lobby personnel.
lobby personnel.
● Cisco Remote Expert creates the intimacy of a one-on-one meeting and at the same time allows the agent to be
in multiple places for efficient use of resources.
● For complete details regarding Cisco Remote Expert, please refer to the information here::
Product Functions and System Capabilities
Routing capabilities
● These capabilities offer 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.
reprioritize contacts in the queue based on your business rules.
● Facilitate categorization and prioritization of customer contacts in a way that best meets your business
requirements.
● 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, is supported.
● These capabilities 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.
Next-generation
reporting
reporting
● Next-generation reporting provides historical and real-time reports and dashboards with flexible presentation
options using Cisco Unified Intelligence Center.
● Use existing out-of-the-box reports to view historical and Live Data reports, or create custom reports based on
the information you want to track.