Cisco Unified Contact Center Express

Cisco Unified Contact Center Express is multichannel, multimedia, safe, supporting technologies of virtualization and intellectual routing, the high-available contact center, ensures simultaneous operation to 400 operators and supervisors.

As a part of the solution functionality:

• intelligent system of distribution of calls (ACD),
• systems of interactive voice interaction (IVR),
• subsystems computer and telephone integration (CTI), the application for operators and supervisors,
• reporting systems and subsystems for service of addresses via the Internet.

Screenshot of the software window of the Cisco Unified Contact Center Express installation, 2013

The solution Cisco Unified Contact Center Express guarantees that any call from the first will get to the necessary operator as routing of addresses is performed according to the business rules set by the company for the entering and outgoing voice calls, e-mail messages, web chats and applications for management of customer interactions (CRM).

Cisco Unified Contact Center Express is offered in three versions: Standard, Enhanced and Premium. The solution Cisco Unified CCX is closely integrated with IP telephone exchange Cisco Unified Communications Manager / Cisco Business Edition 6000 (BE 6000).

Cisco Unified Contact Center Express is the integrated, full-function contact center using all advantages of architecture of Cisco Unified Communication. It provides the functions of intellectual routing, simple management and administration necessary for the organization of service of addresses of customers in departments and branches of the large companies, in the companies of small and medium business.

The contact center of Cisco Unified Contact Center Express supports simple installation, configuring and simple mechanisms of integration into business applications, easy management of groups of operators, flexible configuration of a user interface in workplaces of operators, transparent and effective integration with network services.

For April 2, 2015 current version of solution 10.0.