Customer Profiles
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Edit/ add customer profile information such as language, status, account numbers, PIN, preferred agent, address, phone numbers, email address, social media profiles and others. Customer profiles are linked with interactions. Manage VIP, Gold, Silver, and Regular contacts to route calls based on the customer profile.

VIP Callers

Provide prioritized treatment to your VIP customers by creating a VIP caller list. This will allow you to customize call routing for such callers and send them to VIP Customer Service Queues (CSQ).

Malicious Callers

You can create a prank/malicious caller list and add such callers to it to give them IVR treatment based on your business rules. For instance, playing a prompt and disconnecting the prank call right away.

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Multi-channel outbound campaign manager, directly from a CRM
Callers 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. Sync Customer profiles from the corresponding CRMs
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