What is Cisco UCCE?
Answer: Cisco UCCE is a comprehensive customer contact management solution that allows organizations to manage customer interactions across multiple channels, including voice, email, web chat, and social media. It provides a unified view of the customer and integrates with other systems, such as CRM and workforce management, to optimize the customer experience.
What are the key components of Cisco UCCE?
Answer: The key components of Cisco UCCE include the Unified Contact Center Enterprise (UCCE) software, which includes the UCCE core and peripheral components, as well as the Cisco Unified Customer Voice Portal (CVP), Cisco Unified Intelligence Center (CUIC), and Cisco Finesse agent desktop.
How does Cisco UCCE handle call routing?
Answer: Cisco UCCE uses a sophisticated call routing engine to route calls to the most appropriate agent or resource based on a variety of factors, such as skill level, availability, and customer history. It can also prioritize certain calls based on business rules and automatically route calls to backup resources in case of failure.
What is the role of the Cisco Unified Customer Voice Portal (CVP) in UCCE?
Answer: The Cisco Unified Customer Voice Portal (CVP) is a self-service IVR system that enables customers to interact with the contact center using speech recognition and touchtone inputs. CVP integrates with UCCE to provide intelligent call routing, personalized greetings, and other features to enhance the customer experience.
How does Cisco UCCE handle reporting and analytics?
Answer: Cisco UCCE includes the Cisco Unified Intelligence Center (CUIC) application, which provides a comprehensive set of reporting and analytics tools to monitor and manage contact center performance. It enables supervisors to track key performance indicators (KPIs) such as service level, average handle time, and customer satisfaction, and generate custom reports based on their needs.
What are some of the benefits of implementing Cisco UCCE?
Answer: Some of the key benefits of implementing Cisco UCCE include improved customer satisfaction, increased agent productivity, reduced operational costs, and greater scalability and flexibility to support changing business needs. It also provides a unified view of the customer and enables organizations to optimize their customer engagement strategies.
