Enhance Contact Center Efficiency and Service
Easy to deploy and use, Cisco Unified Contact Center Express delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This single-server, integrated "contact center in a box" is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.
Video Data Sheet
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Features and Capabilities
- Sophisticated call routing and comprehensive contact management capabilities
- Automatic call distributor features including conditional routing, call-in-queue and expected-wait-time messages
- Presence integration helps increase caller satisfaction through improved agent performance and expertise
- Workforce Optimization, including Workforce Management, Quality Management, and Advanced Quality Management
- Mobile Supervisor enables real-time reports on the go
Available in three versions tailored to meet your customer contact requirements, you can easily upgrade from one version to the next.
Cisco Leads in Infrastructure
Gartner places Cisco in the leader quadrant for contact center infrastructure.
Improve Customer Satisfaction (Flash - 4:29 min)
Boost agent efficiency, reduce costs, and improve customer loyalty with Cisco Unified Contact Center Express.
Personalize Service for a Competitive Edge (PDF - 258 KB)
Learn how Henny Penny improved responsiveness and saved money with Cisco Unified Communications.
Specifications at a Glance
| Feature | Premium | Enhanced | Standard | Optional |
|---|---|---|---|---|
| Cisco Unified Contact Center Express 8.5 Feature Availability with Cisco Unified Communications Manager 8.5, 8.0(3), 8.0(2) | ||||
| Inbound voice | Yes | Yes | Yes | No |
| Integration with Cisco Unified Presence Server | Yes Included | Yes Included | Yes Included | Yes |
| Blended Preview Outbound Dialer | Yes Included | No | No | Yes |
| Outbound IVR | Yes | No | No | Yes |
| Agent E-Mail | Yes Included | No | No | Yes |
| Inbound Voice High-Availability Option | Yes | Yes | No | Yes |
| Call Recording | Yes | Yes | Yes | Yes |
| Quality Management Option | Yes | No | No | Yes |
| Advanced Quality Management Option | Yes | No | No | Yes |
| Workforce Management Option | Yes | No | No | Yes |
