Cisco Contact Center

Cisco Unified Contact Center Express
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Agenda

Solution Overview UCCX 8.0 Unchanged Functionalities

BRKCCT-1011_c2

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Solution Overview

BRKCCT-1011_c2

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3Cisco Contact Center Portfolio
Target Markets Cisco Unified Contact Center Solutions
Self-Service Legacy CC Assisted-Service IP CC
Cisco Unified Contact Center Hosted

Adjacent Sol.

IP CC

Legacy CC
Cisco Unified ICM Hosted

Service Provider

Cisco Unified Customer Voice Portal

Enterprise

Cisco Cisco Unified Unified ICM Contact Enterprise Center Enterprise -Email -Outbound-Presence Integration -WFM -Quality Mngt
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Small & Medium
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Cisco Unified IP-IVR IP-IVR

Unified CCX
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Contact Center Express: Three Primary Functions
 IVR – Interactive Voice Response
Recorded messages or text to speech in responding to the callers input of either DTMF signaling or speech

 ACD –Automatic Call Distributor
Systemically routes inbound calls to the next scheduled, available, or logically selected agent

IVR

 CTI – Computer Telephony Integration
The amalgamation of a telephone system and computer applications providing systems, callers, and agents information for a use for call routing, screen pop‘s, reporting, and other related functions

ACD

CTI

Unified CCXServer
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BRKCCT-1011_c2

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IVR Functions – Basic and Advanced
 Basic
Prompt and collect DTMF Basic Call Control Basic XML Data Processing

 Advanced
Database (ODBC) Integration to Selected DBMS‘ HTTP-Triggered Scripted Applications Outbound E-mail Generation VoiceXML (requires 3rd party speech server) for SpeechRecognition Applications Java Object Support

MRCP Integration to 3rd Party Speech Servers
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ACD Functions – Basic and Advanced
 Basic
Call Routing and Queuing Cisco Agent Desktop IP Phone Agent Supervisor Desktop

Historical and Real Time Reporting

 Advanced
Skills-Based/Competency-Based Contact Routing QueuePrioritization Wrap up Timer and Associated Codes Agent Based Routing

Outbound Campaigns
Multi-Channel (E-Mail) Interaction
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CTI Functions – Basic and Advanced
 Basic
Enterprise Data Window in CAD Agent Desktop or IP Phone Data-Only Pop During Inbound Call Arrival Basic Call, IVR, and Agent Statistics

Advanced
Customized Workflows Enabling Passing Data to 3rd Party Apps Keystroke Macro-Enabled Screen Pops Embedded Web Browser Integration

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Administrative Functions
 Call Recording  Quality Monitoring  Workforce Optimization

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Product Update Overflow Detail

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Important 3.x EOL Milestones

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Important 4.x, 5.0 EOL Milestones

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UCCXRelease 8

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UCCX and CUCM Compatible Versions
Unified CM Version Unified CME Version

CCX
4.0

Unified CM Windows 4.1 a a a a a 4.2 4.3 5.0

Unified CM Appliance 5.1 6.0 6.1 7.0 8.0 4.2 7.0 8.0

3.5 4.0 4.1 4.5 5.0(2) 6.0 7.0 8.0
CCM    

a

a a a a a

a a a 7.1 a a a a a

UCCX is...