Cisco Unified Contact Center

Cisco manages to be efficient for both remote and face-to-face work. It is used to contact customers, partners, and all company stakeholders. We transfer to other sectors to be able to finalize the services with the customers, thus trying to verify case by case in each system available in each sector.

The CUCC is being used within the organization to be able to get in touch with our customers at our centers, make transfers to other areas of the sector to be able to perform our customer service with excellence.

We have been partners with Cisco for more than 15 years. It's used in most of our customer deployments as a contact center solution to provide and fulfill the extreme level of complex call flow design requirements. It addresses an extreme level of personalization from a call flow, IVR, routing, and reporting perspective. It has a very simple user-friendly UI. Also, it can be integrated with multiple third-party solutions for recording, like Verint. The agents can log in to their PC using Finesse over an internet browser, so no extra software is needed for agent login.

In our organization's IT department, we use the Cisco Unified Contact Center to address common problems for our own employees such as supervisors, SMEs, agents, and Program Managers to attend from password resets to red codes opening specific program glitches. This program is very intuitive and you can customize it for each case solution.

The application is being used by most departments. Other departments have specific applications more in line with their respective role in the company. Cisco Unified Contact Center provides a centralized hub for all incoming contacts, which makes it easier for our QA and RTA specialists to view and analyze data on top of making it easier for our teams to handle the priority contact due to importance.

Cisco Unified Contact Center was originally thought to improve in some areas of opportunities in our business, it was good to deliver some results, however, we find a lot of glitched and errors on it, that we can handle at this time but, we'll really expect this software to improve and their creators to put a little bit more effort on support when is needed.

Cisco Unified Contact Center is being used by our support contact centers. This tool allows us to call each other internally, make outbound calls to our customers, and also accept inbound calls from our customers directly. This tool also allows us to transfer calls. It tracks our call volumes, agents statistics as well as our call handling time, hold time, and several other factors.

In our [organization] Cisco Unified Contact Center is basically used for multichannel contact management over an IP infrastructure basically to interact with customers & internal employees over voice, email, webchat, and social media. It’s an all-in-one solution for call center agents to work under one umbrella.

Cisco Unified Contact Center is being used in many organisations we work [with] as a vendor, to help them make or receive calls related to sales, support, employee help, etc as a Contact Center Solution. It's a very stable and robust solution, customers do not want to migrate to any other contact center solution.

I am using Cisco Unified Intelligent Center, call manager and ccmp, jabber, IP phones, etc. Basically, everything comes as a package to provide a contact centre setup. Creating agents, providing access, and addressing the issue faced by the users. Cisco provides such a good service that once the user understands the system properly then the user experience is really awesome, on day to day basis the issue we came across is not because of any discrepancy in the product but lack of understanding on the user side, which also can be reduced by providing orientation program.

[Cisco Unified Contact Center] is being used by our contact centers. It allows us to call each other internally, make outbound calls to our customers from designated CSQs, and accept incoming calls from out customers directly or calls that have been routed through different support queues. It tracks our call volumes, agents statistics as well as out call handling.

Cisco Unified Contact Center is used across the department for one of the most important tasks, and that is to survey customer satisfaction rating which helps us understand the level of support we provide, make better adjustments and improvements in our support and it also helps us measure/improve performance of our agents during the calls.

Cisco Unified Contact Center is used for our customer experience through our call center. Our agents help clients and customers with any issues, new business opportunities, or any other items. The cisco call integration is a part of making the customer experience smoother by wasting less of our agents and customers time.

Cisco Unified Contact Center is used in my costumer services department, where it provides us with a solution through software that in turn is very sophisticated and secure, which makes the company more confident with the services. But what it has helped us the most is in surveying customers since this way we can measure the performance of the agents and the areas that need improvement.

We have several contact centers with several queues managed by CUCC

It is used in all our customer deployments as a contact center solution to mitigate the extreme level of complex call flow design. It adresses extreme level of personalisation in terms of call flow, IVR,Time of day routing , database reporting, and Workflow management. It has a very simple UI interface and can be integrated with muliple third-party vendors for recording eg Verient and Callabrio solutions. Our agents can log in to their PC using Finesse over an internet browser so no extra software is needed for agent login.

We have agents working from a couple of offices and/or remotely for some others. Cisco Unified Contact Center helps us solve issues of personalization required for call flow and IVR, and in total transparency for our customers. Finesse (the agent cockpit) is intuitive and easy to use. In terms of reporting, we also get everything we need. We also use the call recording feature (OEM calabrio).

As a reseller of Cisco solution we have a contact center of our own to offer our clients the desired service. Working with two dedicated teams (tech & software support) we have built a CCX environment that manages incoming call with skills based routing to make sure the best available resource handles any situation coming from our clients.

Cisco Unified Contact Center was being used by our call center team. Obviously, since this is a call center solution, it addresses the business problem of needing to set up multiple agents to be enabled to receive multiple calls in a queue based system. It is also used by the peripheral staff that need to use it to run reports.

[Cisco Unified Contract Center] is the primary contact center platform used in our org. We have a large CC environment that is an essential component of our business. The platform caters to various lines of business that supports help desks and customer support lines spread across the globe.

Cisco Unified Contact Center is used for sales, marketing, product support and end user support (help desk) at our company, helping the customer care teams.

Cisco Unified Contact Center is being used by two departments in the company. Cisco Unified Contact Center allows calls to be distributed to these departments, incoming calls to be managed, and [managers can] see and report on agents, calls, etc.

Cisco UCCE has been deployed in my customers' environment for nearly 15 years and has been their single Contact Center platform for around 10 of them. It encompasses all business areas that require Contact Center type services. It was the first centralized platform that truly allowed the customer to achieve multi-site business rule based routing of their phone calls.

Both our Customer Service team and internal Help Desk use Cisco Unified Contact Center to manage calls and team performance. Cisco Unified Contact Center allows our team to measure team member productivity in addition to managing inbound and outbound call traffic.