What is Cisco PCCE?
Answer: Cisco PCCE is a pre-packaged, all-in-one customer contact center solution that enables organizations to manage customer interactions across multiple channels, including voice, email, web chat, and social media. It provides a flexible and scalable solution that can be tailored to meet the unique needs of each organization.
What are the key components of Cisco PCCE?
Answer: The key components of Cisco PCCE include the Cisco Unified Contact Center Enterprise (UCCE) software, which includes the UCCE core and peripheral components, as well as Cisco Unified Intelligence Center (CUIC), Cisco Finesse agent desktop, and Cisco Packaged Contact Center Enterprise Manager (PCCEM).
How does Cisco PCCE handle call routing?
Answer: Cisco PCCE 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 Packaged Contact Center Enterprise Manager (PCCEM) in PCCE?
Answer: The Cisco Packaged Contact Center Enterprise Manager (PCCEM) is a web-based management tool that enables administrators to configure, deploy, and manage the PCCE solution. It provides a user-friendly interface for managing the system and allows for easy customization of workflows, routing rules, and reporting.
How does Cisco PCCE handle reporting and analytics?
Answer: Cisco PCCE 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 PCCE?
Answer: Some of the key benefits of implementing Cisco PCCE 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.
