Cisco’s Unified Contact Center Express (UCCX)

Do you use the telephone to communicate with your customers? If you said “Why, Yes we do!” then Cisco’s Unified Contact Center Express (UCCX) can help you deliver superior customer service.

“How can we do this?” you might ask.

We can answer that in two words, “Call Flow”…

Specifically, the Unified Contact Center Express (UCCX) system allows for complete customization of call flow. Applying techniques such as “Skills Based Routing” and “Call Queues” we can get your customer to the right person the first time. A call can be routed based on the time of day, the dialed number, or from an interactive selection made by the caller themselves.

If your customer does need to wait to reach an employee they can listen to pre-recorded information about your business, information regarding their hold time, or even a selection of music. If you would like to gather information about your caller, the system can be configured to prompt and collect that information from them and make it available to your employee when they answer that call. If your business application allows, the system can even “pop-up” customer information preparing the employee with information about the caller before the call is answered.

The reference to a “Call Center” often conjures up images of enormous rooms, spanning for miles, full of people at small desks taking calls. While those environments do exist and often exemplify the various needs for managing the call flow of customer calls, don’t let size fool you. Cisco’s UCCX product is not just for large businesses with large call centers. It can be used to improve efficiency, boost productivity, and enhance responsiveness in businesses, departments, and branches of all shapes and sizes.

With a little internal investigation, most businesses will find they have a group of employees (ranging anywhere from 2 to 200) that manage incoming phone calls from multiple phone lines, often using multiple line appearances on their phones, and currently juggle those exponential combinations by hand. If this sounds like a group within your business, we have news for you. You already have a “Call Center” in place, it’s simply being managed manually and although those individuals likely do a fantastic job of juggling all those callers, this situation can often result in a stressful and inefficient environment for both the employees and your customers.

Cisco’s UCCX product allows you to consolidate multiple line appearances on a phone into only one for each employee to manage. If your business has multiple numbers, they can be directed to a variety of “call queues” all represented by one line appearance on the phone. Rather than managing multiple calls and placing callers on hold, the system can do this for you. Employees can manage one line appearance (reducing their stress level) and be provided caller information on the Cisco Agent Desktop. This information can include caller id, dialed number, and information collected from the caller.

Not to worry, there’s something for the supervisors and managers as well. This system can provide them with real time call information, historical data and other advanced supervisory features. A supervisor can monitor live calls, barge in, or intercept calls to ensure a high quality level of service for your customers. Historical data allows you to track trends and help forecast the staffing needs, even by skill-set.

For more information or to see a demonstration of Cisco’s Unified Contact Center Express please contact your Keller Schroeder Senior Account Manager.