Contact Centre
Improve Productivity and Customer Experiences
Easy to deploy and use, Cisco Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in the midmarket, enterprise branch, and corporate departments.
Features and Capabilities
Unified CCX offers sophisticated call routing and comprehensive contact management capabilities. It includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.
Unified CCX provides customer segmentation with state-of-the-art, built-in, interactive voice response capability, and proactive customer service for superior customer experience with integrated, outbound, call management capabilities. Multichannel capabilities include management of voice, email, webchat, and social media inquiries
Cisco Unified Contact Center Express offers:
Sophisticated call routing and comprehensive contact management capabilities
E-mail, Web Chat and social media integration
Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages
Presence integration to help increase caller satisfaction through improved agent performance and expertise
Workforce optimization, including workforce management and advanced quality management
Next-generation historical and real-time reports and dashboards with flexible presentation options using Cisco Unified Intelligence Center
A mobile skill manager feature that helps enable skill management on the go
Cisco Unified Contact Center Express is available in three packages tailored to meet your customer contact requirements.
Primary Business Benefits Include:
Improved customer satisfaction and loyalty with comprehensive contact management
Improved workforce productivity so you can do more with less
Significant cost optimization with an easy-to-deploy, easy-to-use, all-in-one solution
Specifications at a Glance
Cisco Unified Contact Center Express 10.0 Feature Availability with Cisco Unified Communications Manager
Presentation available here
| Feature | Premium | Enhanced | Standard | Optional |
| Inbound voice | Yes | Yes | Yes | No |
| Integration with Cisco Unified Presence Server | Yes Included | Yes Included | Yes Included | Yes |
| Blended Preview Outbound Dialer | Yes Included | No | No | No |
| Outbound IVR | Yes | No | No | Yes |
| Agent E-Mail | Yes (CAD) | No | No | No |
| Web Chat | Yes Included | No | No | No |
| Inbound Voice High-Availability Option | Yes | Yes | No | Yes |
| Outbound Voice | Yes (CAD) | No | No | No |
| Call Recording | Yes | Yes | Yes | Yes |
| Quality Management Option | Yes | Yes | No | Yes |
| Advanced Quality Management Option | Yes | Yes | No | Yes |
| Workforce Management Option | Yes | Yes | No | Yes |