Why UCCE ?
UCCE - Cisco Unified Contact Center Enterprise is
Cisco's Contact Center Solution.
Benefits and Unique Features :
- UCCE provides intelligent
call Routing
If you have a business requirement to route the calls between multiple
various locations across the globe, UCCE can help you to achieve that. UCCE can
help you to route all types of route requests with multi-channel capabilities
like chat,email or sms.
Example : If you have Technical Support Department in London,India,US and
Australia.
Each locations have 5 agents with total 20 Agents . UCCE will make a
routing decision based on the longest agent availability of total 20 agents and
route / service the call . All these 20 agents can service any types of
requests including sms,chat or email from any part of the world.
Cisco Unified Contact Center
Enterprise delivers a comprehensive solution that transforms your call center
into a Multichannel Contact Center.
New trends in call center technology
are transforming the traditional call center into a multichannel contact
center. These advancements integrate today’s wide range of media and data
channels to create a unified contact center environment that includes:
·
Multichannel (voice, text chat, Web collaboration, e-mail, and video)
services on converged networks
·
Customer relationship management (CRM) and business applications
·
IP networks and IP-based voice applications
The Cisco Unified Communications
system includes a comprehensive solution to help you integrate these
technologies into your enterprise and move to the next phase of customer
contact – from call center to Multichannel Contact Center.
From Call Center to Multichannel
Contact Center
Unlike a traditional call center
built around legacy time-division multiplexing (TDM) -based telecommunications,
a Multichannel Contact Center is built on an IP-based architecture that
supports a continuously evolving suite of multichannel services to enhance the
customer experience.
Cisco Unified Contact Center
Enterprise is a strategic platform that enables you to move from a call center
to an IP-based Customer Interaction Network. Cisco Unified Contact Center
solutions help extend customer service capabilities across your entire
organization, giving your business a more integrated and collaborative approach
to customer satisfaction.
- UCCE provides intelligent
Call Treatment
UCCE can improve the customer experience by providing unique call
treatment to the different types of customer.
Example : If you want to provide special types of messages when high-spend
or important clients call your contact center, UCCE has the capability of
providing unique messages to those customers.
- Network-to-Desktop Computer
Telephony Integration
UCCE helps you to deliver the customers details to the Agents using CRM
interface. This capability helps Agents to save the customers and Agents time
and deliver fantastic Customer Experience.
Example : Mr. Anderson is the registered customer with bank and
have some issues with his credit limit and decides to call up the
customer care. IVR ( Automated response message) will ask account number from
Mr.Anderson and this account number will be passed on to the agent along with
his complete details.
This will help agent to save time and know the customer before hand.
