GlobalTalk for total support

Enhance contact centre efficiency and service

Improve operational efficiency, reduce business costs, and improve customer response with Cisco Unified Contact Centre Express. Designed for mid market, enterprise branch, or corporate departments requiring a sophisticated customer interaction management solution for 10 to 300 agents, this solution is easy to deploy, easy to use, secure, virtual, and highly available. It:

• Simplifies business application integration
• Eases agent administration
• Increases agent flexibility
• Provides efficiency gains in network hosting.

Intended for both formal and informal contact centres, this unified communications solution also delivers:

• Sophisticated call routing
• Comprehensive contact management
• Workforce Optimisation, including Workforce Manager, Quality Manager and Advanced Quality Manager
• Robust e-mail management
• Chat and Web collaboration
• Outbound dialing capabilities
• Easy-to-use administration features
• Simplified installation, configuration and application hosting

A single-server, integrated "contact centre in a box", the Cisco Unified Contact Centre Express:

• Allows independence in agent location
• Improves agent scalability
• Provides powerful automatic call distributor features, including conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data, and historical reporting

The solution is available in three versions tailored to your customer contact requirements. You can easily upgrade from one version to the next.

Cisco® Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more personal communications that directly affect both sales and profitability. It brings people together by enabling a new way of communicating-where your business moves with you, security is everywhere, and information is always available...whenever and wherever it is needed. Cisco Unified Communications is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications.

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express-an integral component of the Cisco Unified Communications System-is a full-featured solution for optimizing performance and quality in Cisco customer contact solutions for midmarket and enterprise branch or departmental companies.

Cisco Unified Contact Center solutions help customers move into the next phase of customer contact-beyond today's contact center to a Customer Interaction Network. The Customer Interaction Network is a distributed, IP-based customer service infrastructure that comprises a continuously evolving suite of innovative, multichannel services and customer relationship management (CRM) applications. These services and applications provide premium responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. A Customer Interaction Network extends customer service capabilities across the entire organization, giving your business a more integrated and collaborative approach to customer satisfaction-and leading to a better customer experience.

Cisco Unified Workforce Optimization Overview

For many businesses, the contact center is a strategic connection point with customers. Each positive customer experience supports corporate business objectives, such as increased sales and customer loyalty. But with the daily pressure to satisfy customer demands, it can be a challenge to keep contact center people and processes aligned with corporate business objectives-whether it is in sales performance or profitability.

To manage these expectations, it is the contact center supervisor who must deliver. It is the supervisor's job to balance the goals of the business with the customer experience and agent behavior.

Cisco Unified Workforce Optimization, an option that can be used in conjunction with Cisco Agent Desktop and Cisco Supervisor Desktop, helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team's daily workflow-combining agent and supervisor desktop tools in a composite application with workforce optimization software to unify the entire customer interaction process.

To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Supervisor Desktop empowers supervisors with information in real time and gives them the tools they need to evaluate and continually improve team performance and customer satisfaction.

Cisco Unified Workforce Optimization

Cisco Unified Workforce Optimization is directly integrated within Cisco Supervisor Desktop, which unifies the tactical tools for supervisors with the tools they need to optimize team performance: Quality Management and Workforce Management.

Workforce Management allows contact center managers to develop schedules for multiple sites, manage key performance indicators, and manage real-time adherence to schedules.

Quality Management is a recording, compliance and evaluation solution for agent performance optimization and dispute resolution-architected to meet the unique requirements of virtual contact centers.

Part of Cisco's complete suite of customer interaction and workforce optimization software, Workforce Management provides the information supervisors need to schedule or forecast staffing to provide the highest level of customer service and make short- or long-term adjustments as required to maintain service levels.

When the average contact center spends 65 percent of its budget on human resources, what could have a greater influence on customer service, customer satisfaction, efficiency, and costs than balanced staffing? Yet workforce management can be complex for many contact centers-particularly smaller centers that cannot afford high-end packaged solutions.

Workforce Management offers simple integration; it is easy to learn and is simple for managers and supervisors to use because it allows them to produce agent schedules in just two steps.

The Workforce Management component of Cisco Unified Workforce Optimization is an excellent solution for next-generation contact centers to:

Forecast and schedule with accuracy

Manage multisite (virtual) contact centers in multiple time zones

Support multiple languages with a single click

Apply unique business rules by channel type for multichannel contact center support

Be connected to an unlimited number of phone systems, automatic call distributors (ACDs), and computer telephony integration (CTI) systems simultaneously

The Quality Management component  of Cisco Unified Workforce Optimization is a highly scalable voice and screen recording and evaluation solution that supports agents and supervisors at any location. Quality Management helps organizations improve their business process and profitability by:

Capturing, filtering, and compressing customer contact recordings for evaluation through quality programs