CC AdminCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

Management portal for contact center administrators and supervisors.

Simplified, one-stop, administration interface to re-skill CCX agents, manage contact service queues (CSQs)/teams/scripts, run campaigns and feedback surveys, define business hours/ public holidays/dynamic announcements for sudden/planned events and VIP/repetitive caller lists for caller-based routing, without the need to configure complex work-flows.

CCX Resource Management

A drag n drop administration interface for UCCX supervisors for reskilling agents and managing changes to CSQs in near real time.

Dynamically add agents from one queue to another and make changes to agent skills in near real time. Agent Profiles with a profile picture help supervisors in quick identification of team agents for changing agent skills, competence level, agent group and the like.

Announcements

Enable your contact center admins and supervisors to define the opening and closing hours of the business, add or change shift start/end times, add dynamic announcements, for instance, to manage planned/unplanned outages to notify customers of the events.

Management of Caller Lists for Caller-Based Routing

Caller Lists enable Cisco UCCX and UCCE administrators to customize call routing decision based on the caller's ANI.

For instance, you might want to provide prioritized treatment to a particular group of customers such as VIP customers or customers who called repetitively for the same problem.

Collaboration Survey

Get customer feedback for multichannel contact center interactions, including calls and web chats. Send your customers a feedback survey via your preferred channel. Do an IVR survey or drop an SMS, and/or present an HTML form at the end of a web chat. Analyze feedback trends with out-of-the-box survey reports.

Administration

Simplified administration for Cisco Contact Center Express (UCCX) supervisors and administrators. Equip your supervisors with the ability to set up new CCX applications, manage scripts and change script variables on the go. Supervisor's Workspaces enables supervisors managing their own team or tenant only.

Campaigns

Give your Cisco contact center supervisors the freedom to manage automated voice and SMS campaigns on their own, with a web-based interface. Manage end-to-end campaigns from market-leading CRM solutions such as Oracle Siebel with RESTful APIs. Get outbound connector to your preferred CRM Solution, for agents to effectively answer outbound calls with automatic customer screen pops.

Compatibility with UCCX and UCCE



Application Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Express
Resources
Announcements & Calendars
Caller Lists
Collaboration Survey
Campaigns
Administration
Web Analytics