Cisco is pleased to announce that Release 10.0 of the Customer Collaboration product portfolio has reached First Customer Shipment (FCS).
The Customer Collaboration 10.0 release introduces consistency across the contact center portfolio, further simplification, and continuous innovation. It includes enhancements to Unified Contact Center Express (Unified CCX), Cisco Packaged Contact Center Enterprise (Packaged CCE), Unified Contact Center Enterprise (Unified CCE), Unified Customer Voice Portal (Unified CVP), Unified Intelligence Center, Cisco Finesse, Cisco SocialMiner and Cisco MediaSense.
What’s New in Release 10.0?
Key new features and enhancements include:
Unified CCX delivers multiple enhancements including the addition of the embedded Finesse desktop for an out-of-box, feature-rich Web 2.0 agent experience. The Finesse desktop is browser based and offers ease of deployment and lower TCO. Open Social technology offers flexibility of customized gadget insertion for other browser-based applications. Other improvements include the addition of Live Data for real-time reporting with Unified Intelligence Center and Finesse gadgets, support for home agents with Extend and Connect, and basic record and playback with Cisco MediaSense. For complete details, review the 10.0 release notes here.
Packaged CCE now offers Departments, which allows customers to securely share a single deployment of Packaged CCE across departments within organization – reducing end-user costs. Release 10.0 for Packaged CCE has simplified administration and roles management with a new gadget that allows administrators to restrict application access by role for better access control and easier management. Also new for Packaged CCE is an enhanced Golden Template, one click log collection, and Live Data for real-time reporting with Cisco Unified Intelligence Center and Finesse gadgets. For complete details, review the 10.0 release notes here.
Unified CCE includes significant enhancements such as the new Agent Request API that allows mobile and web application developers to add a voice callback button to custom applications. This new feature delivers significant impact as customer service moves to mobile devices. Other important enhancements for release 10.0 include Department ID, which enables different departments to share the same Unified CCE, as well as reporting and email management enhancements. For complete details, review the 10.0 release notes here.
Unified CVP offers simplified configuration and administration, providing easier manageability of VXML applications and media files. Unified CVP also provides expanded interoperability and qualifications, including support for SIP trunks with A-law encoding. For complete details, review the 10.0 release notes here.
Unified Intelligence Center now includes Live Data for Unified CCX and Packaged CCE, a new reporting architecture with significant real-time refresh rate improvements. Unified CCX users now have a single presentation view for real-time and historical reporting. Also new for Unified Intelligence Center is an integrated reporting gadget for Finesse that allows Unified CCX and Packaged CCE agents to see real-time team information and statistics. For complete details, review the 10.0 release notes here.
Cisco Finesse is now available with Unified CCX and supports some new features such as Workflows that allow powerful integrations through HTTP and REST with no development, as well as a number of core features including call control, agent state, Unified CM silent monitoring, login via username, phonebook, recording and playback using MediaSense, and historical and real-time reports using Unified Intelligence Center. Also, additional localizations have been added. For complete details, review the 10.0 release notes here.
Cisco SocialMiner supports the Agent Request API to enable businesses to add voice callback as a feature to their custom developed mobile and web applications. Also in Release 10.0, the ability to launch a chat from Facebook and Twitter reply templates allows agents to escalate conversations they are having with customers to live single-session web chats. This provides agents with the flexibility to offer real-time support to their customers, increasing customer satisfaction and brand value. For complete details, review the 10.0 release notes here.
Cisco MediaSense delivers video-on-hold with Cisco Unified Communications Manager, video greeting with Cisco Unity Connection, and video-in-queue with Cisco Remote Expert. MediaSense also provides enhancements to its built-in search and play capabilities, and it is supported with Unified Contact Center Express via the Finesse agent desktop. For complete details, review the 10.0 release notes here.
Availability, Upgrades, and Ordering
The 10.0 software releases of Unified CCX, Packaged CCE, Unified CCE, Unified CVP, Cisco Finesse, Cisco SocialMiner and Cisco MediaSense will be available in December 2013.
For Cisco Unified Contact Center Enterprise, Unified Contact Center Express, and Unified Customer Voice Portal, new customers may use Cisco Commerce Workspace for new orders. Existing customers with a valid service contract and Cisco Unified Communication Software Subscription can order upgrades by using the Product Upgrade Tool.
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