Cisco is pleased to announce that Release 11.0 of its Customer Care product portfolio has reached First Customer Shipment (FCS). The Customer Collaboration 11.0 portfolio has been enriched with new omnichannel capabilities for all product lines, most notably including support for Context Service* and consumer-to-agent video on mobile and high end devices via Cisco Remote Expert. The recording and playback experience has been enhanced with new search and play capabilities in Cisco MediaSense.
Select specific new product capabilities include:
Unified Contact Center Express includes new capabilities and an enhanced user experience for its Finesse agent and supervisor desktop for voice, email and chat handling, plus reporting improvements in Cisco Unified Intelligence Center. Finesse IP Phone Agent is also supported, enabling agents to use their Cisco IP phone to perform common agent tasks. Workforce Optimization capabilities have been enhanced with advanced planning and gamification tools. For details on these and other new or enhanced capabilities, review the release notes here.
Unified Contact Center Enterprise has received significant improvements to cater to large and demanding customer care environments. Unified CCE now has the next generation Live Data architecture, which provides better scale and an improved real-time reporting experience. For exceptionally large businesses with consolidated customer interaction needs, the new Contact Sharing capabilities allow efficient very large scale deployments. Unified CCE and the matching UnifiedCustomer Voice Portal now use the full extent of the Cisco third-generation gateway series for better scale and more efficient outbound campaign dialing, while the Unified CVP service creation environment has been enhanced with better back-office integration tools. In addition, email and web enhancements via Cisco Unified E-Mail Interaction Manager (EIM) and Web Interaction Manager (WIM) will be available shortly. For complete details, review the release notes for Unified CCE here and Unified CVP here.
Packaged Contact Center Enterprise has received a significant scale increase to 1,500 agents as well as a new automated installation procedure that streamlines installation time down to mere minutes. Support for Extension Mobility allows agents to temporarily access their configuration from other Cisco Unified IP Phones. Finesse IP Phone Agent is also supported. For complete details, review the release notes here.
* Context Service is a cloud-based omnichannel service for users of Cisco Customer care products that provides storage, tagging, and management of the data from interactions between businesses and their customers. For more information about Context Service and its availability, see http://docwiki.cisco.com/wiki/Context_Service
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