UCC is a class act if you know how to ACT :)
February 15, 2019
UCC is a class act if you know how to ACT :)
Score 10 out of 10
Vetted Review
Overall Satisfaction with Cisco Unified Contact Center
We have Multi-tenet UCCX deployment, or in simple words, multiple companies are being hosted on a single UCCX cluster. With Container approach, you can run a number of call center queues. UCCX scripts are simple and easy to set up and deploy, the whole contact center/call center mechanism works very systematically and with best practices followed it's ERROR FREE.
It's next to impossible to put everything that UCCX offer in words, but some of the features/functions/system that I like most are the Queuing mechanism, supervisor control, team & resource group approach, and call control through skills, idle, round-robin etc.
It's next to impossible to put everything that UCCX offer in words, but some of the features/functions/system that I like most are the Queuing mechanism, supervisor control, team & resource group approach, and call control through skills, idle, round-robin etc.
- Call Control & Call routing. UCCX approach is simple and effective.
- Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
- Skills, CSQ, Triggers, Call control group.
- Ease of administration.
- Modern innovative agent desktop software.
- Finesse Administration and API.
- Ease in configuration, agent codes, call in codes, and automatic queue control through the telephone is a somewhat typical setup.
- Social Miner.
- Database servers, (3rd party reliance ).
With Cisco UCCX you have ultimate control with no restrictions. You can create anything from simple to advanced level scripts and systems.