Media Routing Engine for CCXCisco Unified Contact Center Express (UCCX)
Bring the power of unified queue to UCCX by routing omnichannel (non- voice) media to CCX agents using a single customer interaction service queue- exactly similar to what Cisco UCCE provides through Unified Queue API with Cisco Socialminer.
MR Engine routes non-voice tasks to the most relevant CCX agents while the CCX engine continues to route voice calls as per the Skills, CSQs configured in UCCX; in integration with a variety of market-leading CRMs such as Siebel, SAP, and Microsoft in collaboration with Expertflow/third-party CRM Connectors. Unlike CCE provision, which is dependent of Cisco Socialminer, Expertflow powered Generic Middleware is independent of such prerequisites. It enables third-party omnichannel applications to request, queue, route and manage the interactions based on the defined business rules in order to send interactions to the agents, regardless of the media types.