Q: What is Cisco Unified Contact Center Express (UCCX)?
A: Cisco Unified Contact Center Express (UCCX) is a contact center solution that enables businesses to provide customer service through various channels such as voice, email, chat, and social media. It provides features such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and agent desktop tools for managing customer interactions.
Q: What is the difference between Cisco UCCX and UCCE?
A: Cisco UCCX is a contact center solution designed for small to medium-sized businesses, while Cisco Unified Contact Center Enterprise (UCCE) is designed for large enterprises. UCCE provides more advanced features and can support a larger number of agents and interactions.
Q: What is an IVR in UCCX?
A: An IVR (Interactive Voice Response) is a feature in UCCX that allows customers to interact with the contact center using voice prompts and touch-tone inputs. The IVR system can route calls based on customer input and provide self-service options such as checking account balances or resetting passwords.
Q: What is a script in UCCX?
A: A script in UCCX is a set of instructions that define the call flow and agent behavior for handling customer interactions. Scripts can be created using a drag-and-drop editor and can include conditions, prompts, and database queries to provide a personalized experience for customers.
Q: What is a skill group in UCCX?
A: A skill group in UCCX is a collection of agents who have similar skills and are trained to handle specific types of customer interactions. Calls can be routed to the appropriate skill group based on the customer's needs, ensuring that they are connected to an agent who can assist them efficiently.
Q: What is a reporting tool in UCCX?
A: A reporting tool in UCCX provides real-time and historical data about contact center operations, including agent performance, call volume, and customer satisfaction. Cisco offers several reporting tools, including Cisco Unified Intelligence Center (CUIC), which provides customizable dashboards and reports.
