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Cisco Packaged Contact Center Enterprise

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Cisco Packaged Contact Center Enterprise

Pitch
Cisco Packaged Contact Center Enterprise (Packaged CCE) is an Easy-to-Deploy Omnichannel Contact Center, customer care solution helps businesses and organizations deliver a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels.

Features of product

Проблемы Pain points
  • No automated business processes
  • High costs of routine operations
  • Customer retention
  • High costs
  • Low quality of customer service
  • Low quality of customer support
  • Failure to attract new customers
  • Separate communications channels
Ценности Business Values
  • Reduce Costs
  • Increase Customer Base
  • Improve Customer Service
  • Support Customers
Матрица сравнения с конкурентами Matrix of comparison with competitors
Описание

About Product

Packaged CCE is a predesigned deployment model of Cisco Unified Contact Center Enterprise. With Packaged CCE, businesses can enjoy the advantages of a smaller hardware footprint and reduced time to install and configure. Key differentiators of Packaged CCE are its simplified management interface and workflows, which provide a fast, efficient user experience for contact center agents, supervisors, and administrators. Packaged CCE is an open platform by design and provides a variety of open interfaces for custom integrations. Packaged CCE includes a comprehensive feature set out-of-the-box from the following industry-leading products:

  • Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)
  • Cisco Unified Customer Voice Portal (for speech-enabled self-service)
  • Cisco Unified Intelligence Center (for comprehensive reporting)
  • Cisco Finesse web-based agent/supervisor desktop

Key media capabilities of Packaged CCE include:

  • Support for inbound and outbound voice
  • Built-in email and chat
  • Social media customer care
  • Support for inbound video
  • Audio and video recording
  • Powerful application programming interfaces for integrating task and outbound routing

Packaged CCE's usability advantages include:

  • Blade server support
  • Web-based administration
  • Simplified log collection and trace level management
  • Built-in real-time system health check
  • Live data real-time reporting

Business benefits of Packaged CCE include:

  • Enhanced customer experiences through all contact channels
  • Optimized engagement with mobile and video callers
  • Cost reduction by using your existing communications infrastructure
  • Increased employee productivity and lower support costs
  • Flexible addition of new capabilities through standard web APIs
Характеристики

Characteristics

CRM Type

Operational

Data location

On-demand

Functionality

Contact Center

Application Type

Desktop application

System customization
Security and administration
Customer base
Customers document flow
Omnicanal communications

IP-telephony;Chat;E-mail;Social networks;Messengers

Business Process Management

Features of users

Используют так же Also use
  • PC - personal computer
  • Corporate Telephony
  • Perifirals
  • Data Access, Analysis, and Delivery Software
  • Business Analytics
  • CRM - Customer Relationship Management
  • ERP - Enterprise Resource Planning