Cisco Unified Contact Center Express (UCCX) is a comprehensive contact center software solution designed for small to medium-sized businesses. This on-premises system offers a secure, reliable, and sophisticated platform capable of supporting up to 400 agents and interactive voice response (IVR) ports. UCCX is known for its ease of deployment and management, making it an ideal choice for both formal and informal contact center environments.

Key Features

Omnichannel Capabilities

• UCCX provides a unified platform for engaging with customers across multiple channels. The system integrates:Inbound voice
• Outbound voice
• Outbound IVR
• Digital channels

Intuitive Agent and Supervisor Desktop

• The software offers a user-friendly interface for agents and supervisors, featuring:API support for customization
• Centralization of daily tools and applications
• Single workspace application

Customer Feedback Collection

• UCCX enables businesses to gather valuable customer insights through:Post-call IVR surveys
• Email surveys
• Web intercept surveys

Performance Monitoring and Improvement

• Supervisors can access actionable insights on:Agent performance
• Areas requiring improvement

Flexible License Management

• The system provides:A streamlined approach to software license management
• An enterprise-wide, easy-to-use portal

Workforce Optimization

• UCCX can be enhanced with powerful tools to:Transform the supervisor experience
• Equip team leaders to deliver exceptional customer experiences

Technical Specifications

• Supports up to 400 agents
• Includes interactive voice response (IVR) ports
• Offers on-premises deployment

Benefits

• Secure and available contact center solution
• Easy to deploy and manage
• Suitable for small to medium-size contact centers
• Integrates multiple communication channels
• Provides tools for performance improvement and customer feedback
• Offers flexible license management
• Can be enhanced with workforce optimization tools

Cisco Unified Contact Center Express is designed to provide a comprehensive solution for businesses looking to improve their customer service operations. By offering a range of features from omnichannel support to performance monitoring, UCCX aims to help organizations deliver exceptional customer experiences while maintaining operational efficiency.