Unified Contact centre offers sophisticated call routing and comprehensive contact management capabilities. It includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.
Unified Contact centre provides customer segmentation with state-of-the-art, built-in, interactive voice response capability, and proactive customer service for a superior customer experience with integrated, outbound, call management capabilities. Multichannel capabilities include management of voice, email, web chat, and social media inquiries.
Cisco Unified Contact Centre Express offers:
- Sophisticated call routing and comprehensive contact management capabilities
- E-mail, Web Chat and social media integration
- Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages
- Presence integration to help increase caller satisfaction through improved agent performance and expertise
- Workforce optimization, including workforce management and advanced quality management
- Next-generation historical and real-time reports and dashboards with flexible presentation options using Cisco Unified Intelligence Center
- A mobile skill manager feature that helps enable skill management on the go
