Customer Interaction DataCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

Customer Interaction Data provides a premise-based alternative to the cloud-based Cisco Context Services (CCS).

It allows storage of customer data (such as account numbers, PIN, preferred languages, preferred agent), tags (such as VIP status, blocked caller, malicious callers,...), as well as interaction data per customer for any type of interaction.

Call treatment using on-premise data repository

Take intelligent routing decisions based on the past interaction patterns such as the last agent the customer spoke with, for which problem the customer sent an SMS/chat earlier, the number of times the customer called for the same issue and call tags that were added to the past customer calls.

Provide priority call treatment to customers based on above patterns.

Allow your agents to tag callers by adding them to lists (specified by managers) for quickly identifying a specific customer type/segment such as VIP, Gold, Blacklisted callers to provide them with an appropriate treatment.

Customer Data Finesse Gadget

ExpertFlow provides “Customer Data” Finesse gadget which shows customized data fields populated with customer data that is stored in a premise-based data store. The fields in the gadget contain customer-specific data, ranging from name, email, phone number, to anything which is important to know for the customer service agents (such as account balance), to serve a request. Past customer interactions stored in the related PODs are also available.

Compatibility with specific versions of Cisco Unified Contact Center Express and Enterprise

Cisco Unified Contact Center Express (UCCX)

versions 11.0 and higher (Enhanced & Premium)

Cisco Unified Contact Center Enterprise (UCCE)

versions 11.0 and higher

Note: Customer Data can co-reside with any other CC Admin module.

Hardware Requirements

Server Cores 2 Cores
Hard Disk 20 GB

Software Requirements

Operating System Windows Server 2012
Browser Firefox (50.1.0)

Other CC Admin Modules

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