Overview

Kurmi for Cisco Contact Center is a comprehensive solution designed to simplify and automate the management of Cisco's Unified Contact Center Express (UCCX) and Packaged Contact Center Enterprise (PCCE). By providing a single interface, it enables administrators to efficiently manage contact center users, streamline provisioning processes, and delegate tasks to supervisors. This approach reduces complexity and enhances operational efficiency across various deployment sizes.

Features and Capabilities

• Unified Management Interface: Manage Cisco UCCX and PCCE users from a single, intuitive platform.
• Automated User Provisioning: Quickly provision or migrate agents and supervisors based on predefined profiles, including function, team, and site assignments.
• Skill and Competence Management: Assign and adjust agent skills, competence levels, and group memberships to align with campaign requirements or immediate needs.
• Delegated Administration: Empower site supervisors to manage skills and queue assignments in real-time, facilitating rapid response to changing traffic conditions.
• Profile-Based Templates: Utilize templates to standardize user profiles, ensuring consistent provisioning across the organization.
• DID Number Management: Access and assign available Direct Inward Dialing (DID) numbers across multiple locations or clusters in real-time.
• Multi-Level Delegation: Simplify operations by delegating management tasks to local supervisors and team leaders, enhancing responsiveness and efficiency.
• Integration with Cisco CUCM: Automate provisioning on Cisco Unified Communications Manager (CUCM), including line, phone, softphone, and application user configurations.
• Scalability: Adaptable to various deployment sizes, from smaller setups with Cisco UCCX to larger environments utilizing Cisco PCCE.