We build Software for Cisco Customer Care

 

Customer Interaction Management

Schedule, track and score customer interactions - premise-based.

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Multi-channel outbound campaign manager, directly from a CRM.

 

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Callback

Callers can request a callback either from a webpage or while waiting in a calling queue.

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Surveys/ Quality Assurance

Quality Assurance and Customer (satisfaction) scores after a call/ interaction.

icon whisper CRM Integration

Sync CIM objects to the corresponding CRM objects, i.e. Customer and Interaction.

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Premise-based Customer and Agent Interaction history across applications.

icon whisper Customer Profiles

Add/ edit customer records on-premise.

 

icon whisper Conversation guide

Scripted conversation guides for agents in- and outbound calls..

 

icon whisper Tagging and Wrap up Manager

Add tags/ labels/ wrap-up reasons to interactions.

 

 

 

Supervisor Tools

Drag-n-drop agent reskilling, change IVR announcements, and manage business calendars.

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Agent skill and CSQ changes.

 

 

 

 

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Announcements

Record and change IVR announcements/ prompts.

 

 

 

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Calendars and Switches

Calendars and logical Switches change the behavior of the call center script when activated.

 

 

CRM Connectors

Pop up the caller's profile when a call or media arrives; click-to-dial.

 

Media Routing

Queue branch visitors, route Videosessions and Chatbot requests to contact center agents using Mediarouting.

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Automate any chat or written communication and handoff to agents.

 

 

 

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Branch office and Video

Queue visitors at your branches, enable video interaction with contact center agents.

 

 

 

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CCX Media Routing

Route non-voice media of your choice to agents in UCCX.

 

 

 

 

Reporting

 

icon whisper CUIC Reports

A series of off- the-shelf CUIC reports, complementing Cisco’s native.

 

 

 

 

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Business Intelligence

OLAP cubes to drill-down, slice and dice your contact center data.

 

 

 

 

 

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Dashboard / Wallboards

Out of the box, prebuilt gadgets, enabling administrators to design their own wallboards and dashboards to see the required statistics only.

 

 

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.

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Supervisors whisper to agents during customer call.

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Wrap-up

Agent can select wrapup codes.

 

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Customer Profile

Shows Customer Info from CIM to agent.

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Interaction History

Shows the last five interactions per customer or per agent.

icon whisper Conversation Guide

Scripted conversation guides for agents in- and outbound calls.

 

 

 

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Internal Chat

Agents can chat amongst each other.

 

 

 

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Attendant / Call Forwarding

Attendant console to see presence status of UC Users or CC agent.

 

 

 

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SMS

Send an SMS to the caller to share quick links or other useful, confidential info via SMS, for instance, share mailing addresses, website links.

 

 

References

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