Cisco Unified Contact Center Enterprise (UCCE) is a comprehensive solution designed for large-scale contact centers, supporting up to 36,000 agents. This on-premises software offers a robust platform for delivering personalized and proactive customer experiences across multiple channels.

Key Features

Scalability and Reliability

• Supports contact centers with up to 36,000 agents
• Fault-tolerant architecture ensures uninterrupted operation

Advanced Self-Service

• Conversational interactive voice response (IVR) system
• Natural language processing for accurate intent capture and request handling

Omnichannel Engagement

• Single, intuitive agent desktop for multiple channels
• Supports inbound voice, outbound voice, outbound IVR, and digital channels

Customer Feedback and Insights

• Post-call IVR surveys
• Email and web intercept surveys
• Actionable insights for supervisors on agent performance

Comprehensive Reporting

• Business intelligence tools for contact center performance optimization

Flexible License Management

• Streamlined software license management across the enterprise
• User-friendly portal for license administration

Functionality

Cisco UCCE is designed to enhance customer interactions through various means. The system's conversational IVR with natural language processing improves the self-service experience by accurately capturing customer intent and handling requests. This feature reduces the need for human intervention in routine inquiries, allowing agents to focus on more complex issues.

The solution's omnichannel capabilities enable agents to engage with customers across multiple platforms from a single desktop interface. This unified approach ensures consistency in customer service regardless of the communication channel chosen by the customer.

UCCE also emphasizes the importance of continuous improvement through its feedback gathering mechanisms. The system can collect customer feedback through various methods, including post-call IVR, email, and web intercept surveys. This data is then transformed into actionable insights for supervisors, highlighting areas where agent performance can be enhanced.

The comprehensive reporting features of UCCE provide valuable business intelligence. These reports offer detailed insights into the contact center's performance, enabling managers to make data-driven decisions to optimize operations and improve customer satisfaction.

Lastly, UCCE's flexible license management system simplifies the administration of software licenses across the enterprise. The user-friendly portal allows for efficient management of licenses, ensuring that the contact center can easily scale its operations as needed.

Cisco Unified Contact Center Enterprise is a powerful, scalable, and feature-rich solution designed to meet the complex needs of large contact centers. Its focus on personalized customer experiences, coupled with advanced technologies like natural language processing and omnichannel engagement, positions it as a comprehensive tool for modern customer service operations.