At the core of the solution is Cisco Unified Communication Manager (UCM) call processing system. UCM is the powerful call-processing component of the Cisco Unified Communications solution. It provides voice, video, mobility, and presence services for businesses with up to 60,000 users; Unified Communications Manager is a scalable, distributable, and highly available enterprise-class IP telephony call-processing system.
Part of the Cisco unified communications family, and working seamlessly with Unified CM, is Cisco’s Unified Contact Centre Express (UCCX). UCCX is designed for mid market contact centres, and is an intelligent customer interaction management solution for centres of between 10 and 300 agents.
UCCX offers the following features/capabilities:
Sophisticated call routing
Comprehensive contact management
Workforce Optimization, including Workforce Manager, Quality Manager and Advanced Quality Manager
Robust e-mail management
Chat and Web collaboration
Outbound dialing capabilities
Easy-to-use administration features
Simplified installation, configuration, and application hosting
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Cisco UCCX is a fully featured, out of the box IP contact center solution that is designed to deliver three main benefits: improved customer satisfaction through optimized customer care; reduced application, installation and maintenance costs; and superior contact center productivity.
Its features include:
Intelligent call routing — Routing such as conditional routing based on automatic number identification/dialed number identification service (ANI/DNIS), database lookup, time of day, day of week, real-time statistics; on-queue conditions; priority call routing; comprehensive and flexible skills-based routing; and priority queuing.
Flexible desktop features — Features such as full CTI capabilities; common agent and supervisor desktops across all Cisco customer interaction management products; a choice of agent and supervisor desktops, including Cisco Enhanced Agent, Enhanced Supervisor desktops, and third party desktops; and Cisco IP Phone agent for the Cisco IP Phone 7961G and 7941G.
Advanced Reporting and agent management options — Options such as flexible resource selection; contact call detail records for the life of the call; real-time reports integrated within the agent and supervisor desktops; Enhanced Supervisor Desktop, allowing on-demand recording or viewing and listening to any recorded call.
IVR support — Support such as automating call handling by autonomous user interaction; processing user commands to facilitate self-service applications; performing “prompt-and collect" functions to obtain user data; extracting and parsing Web content and presenting it to customers through a voice portal; support for automatic speech recognition (ASR) and text to-speech (TTS) options; full support for Voice Extensible Markup Language (VXML) Version 1.0 script interpretation; Web integration using HTML trigger pages and full XML parsing; allowing capture of XML data from enterprise Web servers; and support for e-notification services (e-mail, paging, or faxes).
Integration with Cisco CallManager — Enabling administration of the contact center through a browser from any point on the WAN.
Open Standards — As with most Cisco solutions, the technology is built around open standards. The open nature of the platform makes it easier and less expensive to maintain, and also enables a wide range of integration techniques into a wide range of third party systems.
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