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Streamlining Customer Collaboration


One of the best aspects of my job is the opportunity to meet with customers, partners, and analysts--not just to talk about our industry-leading products, but even more importantly, to listen.  One of the consistent messages I’ve received in recent years is the need for all contact center vendors to streamline and simplify their products, which is why I’m so excited about our recent 9.0 release of Customer Collaboration.  The 9.0 release introduces exciting new features and functionality with an overarching theme – keep it simple.

Packaged Contact Center Enterprise (Packaged CCE) topped the list of introductions, offering a robust customer care solution that’s amazingly easy to quote, deploy, and operate. Packaged CCE is a packaged deployment model of Cisco’s enterprise contact center software designed for customers who want to get a voice contact center up and running quickly, but who might wish to add features and expand over time. Anyone looking for a change in their customer care strategy should give Packaged CCE a close look – it’s a cost-effective, powerful solution that could change your mind about contact centers.

Adding to that, our new Precision Routing feature simplifies the implementation of complex routing scenarios. Administrators add attributes (tasks) and competencies to agents and Precision Routing chooses the right agent based on how well they can perform a needed task. If an agent gains the ability to handle a new task, the administrator doesn’t have to add them to multiple skill groups containing that task; instead they simply add the attribute to the agent and Precision Routing finds them. Bottom line, complex routing scenarios are made easy.

Our contact center solutions for the small to medium sized business also saw enhancements. Cisco Unified Contact Center Express 9.0 added Cisco Unified Intelligence Center for historical reporting, allowing us to standardize on one reporting solution across all our customer collaboration offerings. In addition, web chat is new for Unified Contact Center Express – adding yet another channel for customers to reach out to customer care representatives.  And for supervisors, we introduced the ability to manage agent skills from their mobile devices.

Cisco’s goal is to take complexity out of the contact center to allow businesses to focus where it matters most – on their customers.

These are just a few of the highlights for Customer Collaboration 9.0, and I encourage you to learn more.

1 Comment

Given the sophistication of contact center solutions today it would be easy to assume that simplicity and interoperability is a given.  Unfortunately this is not the case and system complexity is one of the pain points I hear about frequently from the end-users I speak with as part of my role at the National Association of Call Centers (NACC).  Any movement to simplify and streamline contact center solutions is a move in the right direction and one that I expect will be welcomed with open arms by the end-user community. Good move, Cisco.

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