Cisco Unified Contact Centre Express

Improve productivity and customer experiences

Easy to deploy, manage, and utilize, Cisco Unified Contact Center Express (Unified CCX) delivers a secure, available, virtual, and sophisticated customer interaction management solution for up to 400 IVR ports and agents. This integrated and omnichannel solution is intended for both formal and informal contact centers in small to medium sized businesses to enterprise branch deployments.

Features

Desktop

Best-in-class agent and supervisor desktops supported with API for customisation.

Supervisor Tools

Sophisticated supervisor tools including workforce optimization and reporting with live data.

Security

Secure platform built on SELinux, is TLS 1.2 ready, and provides advanced threat protection with Cisco Security.

Choice of Channels

Choice of channels for customers: inbound voice, outbound voice, outbound IVR, and digital channels.

Customer Journey

Supports customer journeys using context service for better customer service and agent productivity.

Products

Cisco Unified Contact Centre Express 11.6 - Features

Scalability

  • Agents: Up to 400 agents per server
  • IVR Ports: Up to 400 IVR ports per server
  • Small Deployment Model: Multisite Contact Centres
    Support for virtual contact centers across multiple geographical sites when deployed with a single centralized or geographically distributed Cisco Unified Communications Manager cluster.

Queuing and Self Service

Central with support for multiple UCCX environments connected to a single CUCM cluster, not to exceed capacity limits of CUCM cluster.
Available with as few as 10 agents

Agent Capabilities

  • FinesseDesktop: Yes

  • Finesse IP Phone Agent: Yes

  • Voice Browser: Supported fo ACD calls

  • Remote Agent: Using Cisco Unified IP Phone or Cisco IP Communicator through VPN over DSL or cable modem; Cisco AnyConnect V3 or using the Extend and Connect functionality Using Cisco Expressway.

  • Cisco Unified Mobile Agent: -

  • Cisco Virtual Office (CVO): Supported for home agents with broadband access and a VPN.

  • Automatic Speech Recognition: Available from Nuance and other CDN certified partners (available option only with Premium)

  • CRM Support: With Salesforce.com and Microsoft Dynamics using B&S Solutions Plus offer

  • CRM Integration: HTTP and REST API workflows with Cisco Finesse for third party web application integrations Integration with web services through REST APIs

  • IVR Integration: Standard and Enhanced packages that include prompt and collect IVR capability (programmable Auto Attendant) Premium package that includes advanced IVR for self-service application capabilities including database dips

Product Features

  • Skills-based Routing: Yes; also includes competency levels per skill
  • Expert Routing: Route to agent supported Queue to agent not supported
  • Dynamic Re-Skilling Interface: Cisco Mobile Skill Manager allows the supervisor to manage the skills associated with an agent.
  • Call in Queue: -
  • Blade Based Failover Within a Data Center: -
  • HCS Site Disaster Recovery Across Data Centre: -
  • Service Level Agreement (SLA): -
  • Single Sign-On (SSO): Support for Single Sign- On (SSO) for agents, supervisors, and administrators Supported with all SAML 2.0 compliant IdPs
  • Call-flow Design Templates: Cisco Mobile Skill Manager allows the supervisor to manage the skills associated with an agent.
  • SIIP Trunks: For inbound & preview outbound contact centre.

Reporting

  • Pre-Defined Reporting: Yes. Historical & live data reports in Cisco Unified Intelligence Center.
  • LiveData: Finesse Agents and Supervisors can access live data reports that are configured to be displayed as gadgets in the desktops.
  • Custom Reporting: With offbox CUIC: Custom report capabilities, or direct database access available for use with third-party reporting tools
  • Permalinks: Provide one-click access to reports and dashboards
  • Dashboard: Provides customizable canvas to get 360 degree of customer care. You can mashup reports & non contact center content like webpages, custom widgets, and sticky notes

Multichannel

  • Universal Queuing System: -
  • SocialMiner Seats: Included with premium agent licenses
  • Email: Integrated
  • Outbound Capability: Available out of the box - CCX Premium
  • Outbound: Outbound IVR and Agent Dialer (Progressive & Predictive) Optional
  • Inbound Voice: Yes
  • Blended preview outbound dialer: with simple campaign management, included at no additional cost with Premium. Predictive and Progressive outbound dialer for IVR and Agent (Finesse agent desktop), available as optional License with Premium. Automated import of outbound contacts
  • Email: Complete integration to UCCX support blended agent capabilities and multichannel routing and queuing Desktop integration with Finesse Historical and Live data reporting via CUIC Interaction history available Agent initiated response templates

Web Chat

Provided as part of SocialMiner integration with UCCX

Optional Solutions Plus Multichannel Enhancements

  • Co-browsing: Yes
  • Page Sharing: Yes
  • Tak Routing API: -
  • Application Sharing and Whiteboarding: -
  • Proactive Chat: -

Management Capabilities

  • Finesse Supervisor Desktop: Yes
  • Quality Management: Optional with Cisco Unified Workforce Optimization. Available in two variants – Call Recording and Advanced Quality Management.
  • 24-hour Call Recordings: Yes
  • Quality Evaluation Tools: With quality management option
  • Secure, Authenticated, Domain-restricted Access: Yes
  • Synchronized Screen and Voice Recording: Available with advanced quality management only
  • Recording Capabilities: Up to 100% of customer interactions
  • Rapid Archival Search and Retrieval:

Workforce Management

Optional with Cisco Unified Workforce Optimization Workforce Management

  • From anywhere
  • Administrative Interface: Browser-based administration supporting administration anywhere on the WAN; same design as and integrated with Cisco Unified Communications Manager administration
  • Hierarchical Security & Administration: -
  • Audit Tracking of Configuration Changes: Yes
  • Recording: Workflow based recording with Cisco Finesse using optional CR/AQM
  • Third-Party Recording Vendors: With Cisco Unified Communications Manager as standalone recording solutions
  • Third-party Recording Solution Integration: Yes
  • Silent Monitoring: UCM based silent monitoring with Cisco Finesse supervisor See UCCX Design Guide for specific details

Deployment

Options and Process

Single box (single VM deployment with single installer) or two-server/VM high availability.

  • Server Machines: One or two VM/server depending on stand alone or high availability deployment. Additional servers for WFO and/or SocialMiner required if options are chosen.
  • Platform: Cisco Appliance model, VOS/Linux-based
  • Cisco Unified Presence integration for Enterprise Knowledge Worker Integration: -
  • Switch Integration: Cisco Unified Communications Manager (single cluster) and Business Edition 6000/7000
  • Hardware Platform Support: Virtualization on Cisco (UCS) B- and C-Series Specification based virtualized deployment with VMWare

Licensing

  • Licensing: Enhanced and Premium license packages Concurrent agents Named user licensing for WFO Optional add-on components Note: CCX Standard licenses are currently in the End of Life cycle.
  • Cisco Channel Partner Requirement: Cisco Advanced Unified Communication Specialization