Customer Contact Center
Cisco Unified Contact Center Express (CUCCE) is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All CUCCE products are tightly integrated with Cisco Unified Communications Manager.
CUCCE Features & Benefits
CUCCE brings premium features to the Contact Center, including:
- Call routing behaviors based on conditional events, such as time of day, day of week, or holiday routing, as well as the ability to specify service levels, move contacts between agent groups, and reprioritize contacts in the queue based on your business rules.
- Agent E-Mail is a basic email queuing and response system, designed specifically for Cisco Agent Desktop for CUCCE. Agent E-Mail is a zero-footprint feature that is tightly integrated into the agent desktop embedded browser, with controls built into the toolbar and display.
- Workforce Optimization is integrated with CUCCE and helps supervisors and other mnagers align contact center performance with business objectives by integrating workforce optimization within the team’s daily workflow. Directly integrated with Cisco Supervisor Desktop, Cisco Unified Workforce Optimization unifies the tactical tools that supervisors need to optimize team performance.
- The Cisco Outbound Option complements the powerful inbound call-handling capability of CUCCE by offering blended preview outbound dialing capabilities. You can build campaigns to use preview dialing that is integrated with inbound calls to provide a blended inbound/outbound solution.
- CTI Integration: CUCCE can integrate with any CRM or other application that can run on the agent’s Microsoft Windows desktop. CUCCE provides powerful integration tools through support for custom Java classes and methods that can be invoked under real-time workflow controls.
- Unlike many competitive products, CUCCE does not require purchase of additional IVR services, but rather provides an integrated, ready-to-use IVR solution. Every package includes an IVR queue point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process customer phone-keypad presses through DTMF processing to make routing decisions or to present a screen pop to the agent.
- Cisco Unified CallConnector for Microsoft Dynamics CRM
- Cisco Agent Desktop and Cisco Unified Presence Integration
- Video Integration with TelePresence and Cisco Unified Video Advantage
Agent Capabilities and Benefits
Cisco Unified Contact Center Express (CUCCE) provides full licensing to use the seat as either an agent or a supervisor seat. Enhanced and Premium agent seats can be either PC- or Cisco Unified IP Phone-based agent stations. CUCCE keeps the agent in touch with every call through critical data and call-state information by providing the ability to present a screen pop to the agent for each call. Cisco Agent Desktop gives agents tools to access information and respond rapidly to customer requests. Voice contact workflows, the enterprise data pane, and the integrated browser display (screen pop) show agents customer data as calls are presented, preventing redirection of calls and the necessity for customers to repeat information.
Management Capabilities and Benefits
The ability of Cisco Supervisor Desktop to monitor critical performance metrics and actively chat, monitor, record and send team messages allows managers to coach, train and encourage agent behavior so that agents consistently perform their job and process calls efficiently. The Cisco Agent Desktop Browser Edition can execute as a thin client from within any web browser, making it easy to deploy and manage. CUCCE’s web-based administration provides a run-anywhere enterprise point of contact for single- or multisite contact centers. CUCCE also provides real-time and historical data necessary for mission critical contact center reporting. Real-time reports are provided both at the supervisor level, on a per-agent or per-tema basis and also at the administration level, across the entire contact center.
System Capabilities and Benefits
CUCCE software takes full advantage of industry-standard hardware platforms, giving you the benefits of many software functions at a reasonable price. Open architecture of the system, which includes an ODBC-compliant database, as well as Java interfaces for CIT applications, can integrate with existing contact center solutions. CUCCE offers solutions which allow for: Redundant high availability, integrated service-creation environments, scalability and security.
Feature Availability for CUCCE
Please see our Whitepapers section for a full feature availability chart regarding CUCCE for Standard, Enahnced and Premium Versions.