Cisco Unified Contact Center Express
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
Cisco Unified Contact Center Express is available in three packages tailored to meet your customer contact requirements.
Features and Capabilities
Unified CCX 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 CCX 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.
Primary Business Benefits
Improved customer satisfaction and loyalty with comprehensive contact management
Improved workforce productivity so you can do more with less
Significant cost optimization with an easy-to-deploy, easy-to-use, all-in-one solution
Improve Customer Satisfaction (Flash - 4:29 min)
Boost agent efficiency, reduce costs, and improve customer loyalty with Cisco Unified Contact Center Express.
Personalize Service for a Competitive Edge (PDF - 258 KB)
Henny Penny improves responsiveness and saves money with Cisco Unified Communications.
Cisco Unified Contact Center Express Mobile Skill Manager Software Demonstration
Learn how to view the status of agents and modify in real time. (Video - 2:48 min)
Cisco Unified Contact Center Express Web Chat Software Demonstration
This web chat feature demonstrates customer and agent side functionality. (Video - 2:47 min)