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Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Customers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles

Add/ edit customer records on-premise and sync Customer profiles with your CRM

Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions
 

CRM Connectors

Pop up the caller’s profile when a call or media arrives; click-to-dial.
Oracle Service Cloud
Multi-channel outbound campaign manager, directly from a CRM.
SAP CIC or Hybris
Callers can request a callback either from a webpage or while waiting in a calling queue.
Microsoft Dynamics
Quality Assurance and Customer (satisfaction) scores after a call/ interaction.
Oracle Siebel
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs.

Supervisor Tools

Non-technical supervisors can change agent skills with drag-n-drop, change IVR announcements, modify business calendars and logical call switches
 
Agent Reskilling
Agent skill and CSQ changes.
Announcements
Record and change IVR announcements/ prompts.
Calendars and Switches
Calendars and logical Switches change the behavior of the call center script when activated.
 

Reporting

 
CUIC Reports
A series of off- the-shelf CUIC reports, complementing Cisco’s native.
Business Intelligence
OLAP cubes to drill-down, slice and dice your contact center data.
Dashboard / Wallboards
Out of the box, prebuilt gadgets, enabling administrators to design their own wall- and dashboard
 

Media Routing

Route branch visitors, video sessions, chatbot requests to contact center agents with our Mediarouting engine.
 
ChatBot
Automate any chat or written communication and handoff to agents.
Video for Web
Handle video call requests from the web through the unified agent desktop.
Branch office and Video
Queue visitors at your branches, enable video interaction with contact center agents.
 
 
CCX Media Routing
Route non-voice media of your choice to agents in UCCX.
Chat Framework
Unifiy chats from customers, agents and bots.
SMS
Add an SMS channel to your Cisco Contact Center.
 

Finesse Gadgets

Switching from CAD to Finesse or using Finesse for the first time, we provide an array of gadgets to increase agent efficiency, productivity and inter-team collaboration.
Whisper
Supervisors whisper to agents during customer call.
Wrap-up
Agent can select wrapup codes.
Customer Profile
Shows Customer Info from CIM to agent.
Interaction History
Shows the last five interactions per customer or per agent.
Forms & Scripts
Scripted conversation guides for agents in- and outbound calls.
Internal Chat
Agents can chat amongst each other.
Attendant / Call Forwarding
Attendant console to see presence status of UC Users or CC agent.
SMS
Send an SMS to the caller to share quick links or other useful, confidential info.
Call Parking
Park a call if a high priority/emergency call arrives. Add description/comments.