Contact Center

boxnav products ccTransforming the Customer Experience, Reducing People Costs and providing valuable Business Intelligence should be at the core of everyone’s contact center strategy. A modern contact center should allow the customer to choose their method of contact, and for you to manage that choice in as efficient a manner as you manage calls today – voice, email, chat, web, text and social should all be managed, prioritized and reported on in the same way as a call is dealt with today. A well designed contact center solution can massively impact agent productivity while driving up customer satisfaction and transforming the business intelligence from reporting that your organization gets.

Unified Contact Center Enterprise

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. 

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Unified Contact Center Express

Easy to deploy and use, Cisco Unified Contact Center Express delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated "contact center in a box" is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments. 

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Packaged Contact Center Enterprise

Cisco Packaged Contact Center Enterprise (Packaged CCE) is a predesigned, bounded deployment model of Cisco Unified Contact Center Enterprise. Customers whose contact center requirements fit the boundaries of the solution can enjoy the advantages of the simplified management interface, smaller hardware footprint, and reduced time to install. These customers can also benefit from the comprehensive feature set of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. The solution comes packaged with Cisco Unified Intelligence Center for comprehensive reporting and Cisco Finesse desktop software for an enhanced, next-generation desktop experience.

 

Customer Voice Portal

Deliver intelligent, personalized self-service over the phone. Cisco Unified Customer Voice Portal (CVP) enables customers to efficiently and enjoyably retrieve the information they need from the contact center. 

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Finesse
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Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well. 

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Cisco Agent Desktop

Cisco Agent Desktop is a computer telephony integration (CTI) solution for single- and multisite IP-based contact centers. It is easy to deploy, configure, and manage. Powerful tools help increase agent and supervisor productivity, improve customer satisfaction, and reduce costs. An intuitive GUI decreases IT dependency and simplifies customization, maintenance, and change management. Transparent integration with Cisco Unified Contact Center helps you easily deploy CTI capabilities at new locations as customer contact operations expand. 

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Computer Telephony Integration

The Cisco Computer Telephony Integration (CTI) Option enables Cisco Unified Intelligent Contact Management (ICM) Enterprise and Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) to provide a complete network-to-desktop strategy, including comprehensive functionality at individual workstations. 

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Email & Web Management

Develop a cost-effective strategy to enable your contact center, helpdesk, and customer service team to intelligently and efficiently route and process inbound e-mails and Web form inquiries from customers, employees, and other users. Cisco Unified E-Mail Interaction Manager can help you meet this challenge. 

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Cisco Unified Intelligence Center

Extend the boundaries of traditional contact center reporting. With Cisco Unified Intelligence Center, you can create a comprehensive information portal where Contact Center reports and dashboards can be developed and shared throughout your organization. 

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Workforce Management

Cisco Unified Workforce Optimization directly integrates with Cisco Supervisor Desktop, which unifies the tactical tools for supervisors with the key Cisco Unified Workforce Optimization components they need to optimize team performance. 

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Quality Management

Efficiently gather and cost-effectively analyze business intelligence from your contact center's thousands of customer conversations each day.

 

Outbound

Outbound dialing and call blending are vital to companies that desire outbound capabilities and demand maximum utilization of contact center resources. Combining the power of Cisco Intelligent Contact Management Enterprise, Cisco Unified Contact Center Enterprise and CTI, the Cisco Outbound Option provides the ability to design complex outbound campaigns, maximize the use of skilled agents, utilize individual dialing modes, and deliver rich call contact information to a best-in-class CTI desktop. 

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