Key Features

Cisco Contact Center

• Cloud Contact Center: 
  • Unified Open Platform: Enhance workflow efficiency, business processes and integrate with business tools with its open platform architecture, agent desktop, management and reporting. 
  • Routing and Queue Management: Distribute calls intelligently across teams, agents and remote agents in multiple sites. Create routing strategies to leverage skill assignments at the agent or team level. Match agent skill set and availability with customer needs, priorities and values.  
  • Call Distribution: Prioritize call distribution depending on agent capabilities, designate the way calls are distributed to salespeople and reroute them to another available agent if the prior one is elusive. Put the non-responsive worker to an unavailable state to avoid sending them calls and toggle their status back to an active state once they are back. 
  • Flow Builder: Build custom contact flows over system-generated events, including transfer, hang-up and agent answer, while handling customers with precise routing and workflows. Create, edit or validate flows before publication through an automatic drag-and-drop UI interface. Configure Call Associated Data (CAD) variables, courtesy callbacks and transfer activity based on Estimated Wait Time (EWT) and Place In Queue (PIQ) while customers hear music. Enable custom flow requests, including Dual-Tone Multi-Frequency (DTMF), playing prompts, touchtone menus, digit collection, screen pops, triggers for feedback and music in the queue with Webex Experience Management. 
  • Wrap-Up Codes: Create deposition codes to track the reason for an agent’s inactivity and call’s end. 
  • Callback Options: Offer customers an option to leave their contact numbers and receive a call back from agents rather than waiting in a long queue. 
  • Disaster Recovery: Redirect traffic during unexpected emergencies such as transport facilities outages, natural disasters and power disruptions. Be productive anytime and anywhere only with the availability of a computer, internet connectivity and phone.
  • Single Sign-On: Get access to all Webex applications through a one-time log-in. Integrate all call center solutions with Webex Control Hub identity.  
  • Webex Control Hub: Offer a blended administration experience for all collaboration services such as messaging, calling and contact center. Enable a simplified and seamless onboarding experience to users for multiple collaboration services through a unified interface along with security, control entitlements and compliance 
  • Management Portal: Set up simple, flexible call flows and routing strategies, direct multi-skilled sales representatives to queues and administer a Default Outdial Automatic Number Identification (ANI). Monitor team performances in real time via call monitoring and dashboards, analyze customer trends by accessing historical reporting and analytics and log out team members who are inactive through the agent state dashboard. 
  • Supervisory Features: Access calls and listen to conversations from a dial-in connection or corporate network without agent or caller knowing. Barge in or coach during the call at any time and train agent during live discussion privately.  
  • Email Channel Capabilities: Pull emails from multiple accounts, set up a template with signatures and greetings, route messages by the subject line keyword analysis and edit emails with rich-text capabilities. Access add-on capabilities such as attachment support with configurable limits, wrap-up codes, audible indicators for new emails, conversation history and grouping. Access email reporting in the analyzer and multi-session support for contacts. 
  • Text/Social Media Capabilities: Access various features, including secure interactions, wrap-up code for chats, blind/consult transferring and conferencing, submission of customer satisfaction (CSAT) surveys, reporting on text/social interactions in Analyzer and customer satisfaction history on social channels. 
  • Virtual Agent (Chat and Voice): Offer a 24/7 intuitive, self-service experience across multiple channels with a bot for less complex and simple inquiries to customers. Reduce calls to agents, leading to better customer experiences and improved productivity. Improve call containment with lesser calls, escalating to agent, automate more business transactions using self-service and relieve agents from mundane and repetitive tasks. 
  • CRM Integrations: CRM Integrations: Improve workflows with pre-built connectors for integration with several leading CRM systems, including Zendsk, Salesforce and MS Dynamics. 
  • Flexible Cloud Migration: Take first steps to cloud with the, “cloud-first-not- cloud- only,” approach. Get cloud innovation without disturbing existing on-premise models with advanced hybrid cloud and flexible consumption services. 
• On-Premise Contact Center:  
  • Finesse Desktop: Improve agent performances through customizable supervisor and agent desktop layouts, personalized heading and logo, blended agents with outbound and inbound capability, screen-pop-ups with complete information about customers, phonebook, E 164 support, multi-session web chat, live data reporting, agent state and call history and drag and drop gadgets 
  • Customer Surveys: Conduct surveys to understand the client’s needs and serve them better. View self-assessments and compare with other team members and boost productivity.  
  • Home Agents: Use Public Switched Telephone Network (PSTN) phone devices to transfer, accept, disconnect and conference calls while Cisco Unified CCX handles interactions. 
  • Workflows: Allow simple and easy configuration of complex screen-pop up actions via REST APIs and Finesse HTTP. Set up actions and workflows for digital and voice channels using an intuitive, logic-based interface that offers better service and reduces handle times.  
  • Cloud Connect: Enable customers to connect an on-premises solution to the product’s highly redundant and secure Webex Contact Center and deliver new services and consistent reporting. 
  • Next-Generation Reporting: Get live and historical data and dashboards along with flexible presentation options through the Unified Intelligence Center. View historical and live or custom reports depending on the information that needs tracking via existing studies. 
  • Open System: Take advantage of hardware platforms to enable various benefits at a modest hardware cost. Access features, including Open Database Connectivity (ODBC)-compliant databases and Java interfaces for CTI applications and integrate them with existing solutions while preserving investments and offering a platform with modern applications. 
  • Smart Licensing: Manage license across the business with a more agile method and let customers pool licenses across various sites. Redeploy when required and increase usage during burst requirements. 
• Cloud Applications: 
  • Predictive Analysis: Make informed decisions regarding improving customer and agent experience for positive business outcomes.  
  • Financial Analysis: Access one-page, boardroom-ready financial analysis to get budget and buy-in approval for customer experience initiatives.  
  • Journey Path Analysis: Solve the attributes impacting financial metrics and customer experience to get better results.  
  • Theme Analysis: Get 95% accuracy while analyzing the theme and sentiment of customers’ unstructured data through AI and machine learning.  
  • Dashboards: Create a personalized dashboard and access real-time performances of agents through KPIs, comparisons and analysis.  
  • Actionable Insights: Track customer experience and improve performances by turning mounds of data into real-time measurable actions through customer journey maps. 
  • Closing The Loop: Improve customer experiences by listening to all customer responses and handle them in real time 
  • Question Builder: Add, delete and modify questions with ease. Create surveys to analyze customer experience across all the channels and touchpoints. 

•  Call handling and analysis need improving.
•  Difficult implementation due to support suit complexity.
•  SME features stop working suddenly and require restart or reload.
•  Some bugs take longer to fix.  

Suite Support