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.

Team Administration & Agent Reskilling

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

Make changes to agent skills in near real time with a drag n drop UI. 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 & Business Calendars

Enable your contact center admins and supervisors to add dynamic announcements, for instance, to manage planned/unplanned outages, define the opening and closing hours of the business, shift schedules to change shift times and insert public holidays on the calendar.

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.

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.

Caller based routing with Caller Lists

Manage call routing decisions based on a caller's ANI with Caller lists.

For instance, provide prioritized treatment to your VIP customers or repeat callers and normal treatment to the rest. Identify a malicious caller with a tag and give treatment according to your business rules.

Compatibility with UCCX and UCCE



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