UCCE - Day 1 ( Why UCCE ?)

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.