VoIP Call Center Solutions

Unified Contact Center Express (UCCX) is Cisco’s sophisticated customer-interaction management solution for up to 400 agents. UCCX includes integrated Interactive Voice Response (IVR) support, call recording, and support for remote agents or supervisors. Other features include:

• Enhanced call routing that tags incoming calls with data from your CRM system, improving contact-management capabilities for your sales team.
• Powerful, automatic call distributor features, including conditional routing; call-in-queue and expected-wait-time messages; enterprise data displays; real-time data; and historical reporting.
• Presence integration, which increases caller satisfaction by providing real-time visibility into the status of knowledge experts and supervisors needed for immediate call response.

Cisco Call Center solutions include an integrated and ready-to-use IVR system. Every package provides an IVR queue point, custom call treatment, custom voice prompts, and the ability to process customer phone-keypad presses through dual tone multi-frequency (DTMF) processing to make routing decisions or to present a screen pop to the agent.

Cisco Unified Contact Center Express Premium adds the ability to have true, sophisticated, and fully automated self-service applications that empower customers to access their account information at any time. This critical feature enables significant cost reduction on a per-contact basis and enhances customer satisfaction by speeding up and expanding their ability to access information.

The ability to record and monitor calls is becoming more important in today’s age of instant access to historical data. TEC offers turnkey monitoring and recording solutions that provide your supervisors and managers with the call data that they need to make effective management decisions.

• Employee evaluation and training
• Regulatory requirements to record customer calls
• Enterprise solution that integrates with the call center application and is easy to operate and access stored recording
• Multiple recording options exist: Record all calls, on demand recording, random recording