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
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
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
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