Cisco unified Contact Center Solutions

Customer contact solutions provide an open, strategic platform for extending customer care beyond simple phone transactions to content-rich, customer-centric experiences.

Unified Contact Center Express

Improve operational efficiency, reduce business costs, and improve customer response with Cisco Unified Contact Center Express. Easy to deploy and use, Cisco Unified Contact Center Express delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This single-server, integrated "contact center in a box" is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments. Designed for midmarket, enterprise branch, or corporate departments requiring a sophisticated customer interaction management solution, this solution is easy to deploy, easy to use, secure, virtual, and highly available.

Intended for both formal and informal contact centers, this unified communications solution also delivers:

• Sophisticated call routing and comprehensive contact management
• Presence integration for increased caller satisfaction through improved agent performance and knowledge worker expertise
• Workforce Optimization, including Workforce Manager, Quality Manager and Advanced Quality Manager
• Easy-to-use administration features
• Mobile Supervisor enabling real-time reports on the go

For more infomation on Unified Contact Center Express, go to:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html

Unified Contact Center Enterprise

Cisco Unified Contact Center Enterprise (UCCE) delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. UCCE allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen.

• Segmentation of customers, and monitoring of resource availability
• Delivery of each contact to the most appropriate resource anywhere in the enterprise
• Comprehensive customer profiles using contact-related data, such as dialed number, and calling line ID
• Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability, and queue lengths)
• Presence integration to increase caller satisfaction through improved agent performance, and knowledge-worker expertise

For more information on Unified Contact Center Enterprise, go to:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/index.html

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