Unified Contact Center Express

Açıklama

Çağrı Merkezi Verimliliğinizi ve Servisinizi Geliştirin

Kolay uygulanması ve kullanımı ile Cisco Unified Contact Center Express çağrı merkezi çözümü yüksek güvenlikli, erişilebilir, sanal ve sofistike müşteri etkileşiminin  yönetimini 400 müşteri temsilcisine kadar desteklemektedir. Bu tek server sunucudan oluşan entegre “contact center in a box” konsepti içinde orta düzey işletmeler, kurumsal şube müdürlükleri ve  kurumsal departmanların çağrı merkezi çözümü için düşünülmüştür.

Özellikler ve Yetenekleri

• Sofistike çağrı yönlendirme ve yoğun çağrı merkezi yönetim yenetenekleri
• Otomatik çağrı dağıtım özelliği aynı zamanda koşullu yönlendirme, kuyrukta çağrı bekletme ve bekleme süresi bilgi mesajları özelliklerini içermektedir.
• Anlık durum bilgisi sayesinde agentların performanı ve uzmanlığı daha verimli kullanılarak arayan kişilerin memnuniyeti arttırılmaktadır.
• İşgücü optimizasyonu, işgücü yönetimi, Kalite Yönetimi ve İleri Düzey Kalite Yönetimini sağlar.
• Mobil Supervisor  sayesinde anlık raporlama her yerden alınabilir.

Cisco Unified Intelligence Center Dashboard

Cisco Unified Intelligence Center Sample Reports

Cisco Unified Workforce Optimization Personalized Performance Dashboard

Cisco Unified Workforce Optimization Quality Management Contact Player

Cisco Workforce Management Agent Schedule View

Superior Levels of Customer Service

Unifi understands the importance of delivering exceptional customer service and provide Contact Centre solutions that can help you stand out as a Customer Service leader. As customer’s become increasingly demanding, offering the highest levels of service becomes more and more important. Your ability to provide customers with first contact resolution on a communication channel of their choice (voice, text chat, Web chat, e-mail, and video) can make you stand out from your competition.

Improve Productivity and Customer Experiences

Unifi base their Contact Centre solutions on Cisco Unified Contact Center Express. This is a highly secure and sophisticated customer interaction management solution for up to 400 agents. This integrated “contact center in a box” is intended for both formal and informal contact centers and is available as part of a virtualized deployment where multiple Cisco Unified Communications applications can be deployed on the same server including the Cisco Business Edition 6000 Server

In addition to sophisticated call routing and comprehensive contact management capabilities, Cisco Unified Contact Center Express includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance. It provides customer segmentation with state of the art built-in interactive voice response capability, and proactive customer service for a superior customer experience with integrated outbound call management capabilities. Multichannel capabilities include handling voice, email, web chat and social media inquires.

Features and Benefits
Sophisticated call routing to route inbound calls to the right person first time, every time
Automatic call distributor features including conditional routing, call-in-queue, and expected-wait-time messages
Presence integration to help increase caller satisfaction through improved agent performance and expertise
Workforce optimization, including workforce management, quality management, and advanced quality management
A mobile supervisor feature that helps enable real-time reports and skill management on the go
Handle mundane and routine enquiries with automated information services.
Embedded reporting solution that offers a comprehensive view of contact center statistics at a glance