CISCO Contact Center Express (UCCX)

[abdallahm]

Hello.

One of our clients have UCCX deployed and am requested to have below task to finalize the project.

They saw the information about the Cisco Unified Contact Center Express and I would like to know the below points can be achieved with UCCX.

1- Call Screening and Prioritization (Flagging): System should be capable of screening calls based on Customer Segments.

2- Customs forms: provide the ability to design custom data entry forms to capture data on each call as may be required

3- Trouble ticket assigning and tracking:

• Ability to view all pending or unresolved issues
• Ability to categorize all issues raised in the call center
• Ability to escalate issues to various departments for resolution
• Ability to prioritize cases based on severity and urgency

4- FAQ: Provide a system to manage frequently asked questions including:

• Ability to quickly update FAQ’s
• The ability for supervisors to approve FAQ’s for publishing
• Ability to categorize FAQ’s depending on specific subject matters

5-  Call Center Software with a Built-in CRM

What are your suggestions to achieve contact center Express? Any advice would be appreciated

Thanks

[Andreas Stuber]

Hello Abdallahm,

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1- Call Screening and Prioritization (Flagging): System should be capable of screening calls based on Customer Segments.

You could do this with Cisco Context Services if SaaS is an option, otherwise our Customer Profile Gadget (part of customer interaction solutioN) allows you to create such lists.

2- Customs forms: provide the ability to design custom data entry forms to capture data on each call as may be required

Our Agent Guidance Gadget (part of Customer Interatction) allows you to capture data per call

3- Trouble ticket assigning and tracking:

• Ability to view all pending or unresolved issues
• Ability to categorize all issues raised in the call center
• Ability to escalate issues to various departments for resolution
• Ability to prioritize cases based on severity and urgency

I suggest you use a dedicated ticketing tool for this purpose. If price is an issue, use sth open-source (we've worked with Mantis or OTRS for some clients)

4- FAQ: Provide a system to manage frequently asked questions including:

• Ability to quickly update FAQ’s
• The ability for supervisors to approve FAQ’s for publishing
• Ability to categorize FAQ’s depending on specific subject matters

We often use Wiki's for this purpose, for ex MediaWiki - we tie this into our Agent Guidance Gadget.

5-  Call Center Software with a Built-in CRM

What are your suggestions to achieve contact center Express? Any advice would be appreciated

Depends really on your use case and budget (paid or open-source). You talk about "tickets", so you would tendentially require a ticketing tool (such as Oracle Service Cloud, OTRS, Mantis,..), not a CRM (such as Oracle Siebel, Microsoft Dynamics, ..)

Thanks

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[Andreas Stuber]

Hello Abdallahm,

---

1- Call Screening and Prioritization (Flagging): System should be capable of screening calls based on Customer Segments.

You could do this with Cisco Context Services if SaaS is an option, otherwise our Customer Profile Gadget  allows you to create such lists.

2- Customs forms: provide the ability to design custom data entry forms to capture data on each call as may be required

Our Agent Guidance Gadget (part of Customer Interatction) allows you to capture data per call

3- Trouble ticket assigning and tracking:

• Ability to view all pending or unresolved issues
• Ability to categorize all issues raised in the call center
• Ability to escalate issues to various departments for resolution
• Ability to prioritize cases based on severity and urgency

I suggest you use a dedicated ticketing tool for this purpose. If price is an issue, use sth open-source (we've worked with Mantis or OTRS for some clients)

4- FAQ: Provide a system to manage frequently asked questions including:

• Ability to quickly update FAQ’s
• The ability for supervisors to approve FAQ’s for publishing
• Ability to categorize FAQ’s depending on specific subject matters

We often use Wiki's for this purpose, for ex MediaWiki - we tie this into our Agent Guidance Gadget.

5-  Call Center Software with a Built-in CRM

What are your suggestions to achieve contact center Express? Any advice would be appreciated

Depends really on your use case and budget (paid or open-source). You talk about "tickets", so you would tendentially require a ticketing tool (such as Oracle Service Cloud, OTRS, Mantis,..), not a CRM (such as Oracle Siebel, Microsoft Dynamics, ..)

Thanks

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[abdallahm]

Hello Andreas Stuber,

Thanks so much for your feedback.

1- Yes. we using Cisco Context Services for the UCCX on-premise. able to have customer Journey which allows to input customer details. Please highlight me on where can find more information on how to add several Gadget on the Context Services.

2. Customs Forms:

How can we achieve to add Agent Guidance Gadget like such.?? is it paid or open-source?

FAQ:

ex MediaWiki - how can tie this into our Agent Guidance Gadget.?? is it paid or open-source?

Best Regards,

Abdallah Mohamed

[Andreas Stuber]

Abdallah,

Sorry I see your email only now. Context Services is a gadget within Finesse, as is Agent Guidance.

Our gadgets are paid. For Mediawiki, we would index it with an NLU engine (could be tensorflow_embedding from nlu.rasa.com - an opensource solution, which would also work for Arabic). And then during a chat or as KB, we would compare the content of the chat or email of question of the agent with the indexed Mediawiki articles.

The advantage of this approach is that you have your own NLU for your own use-case, useable across KB, chat, email,...

Cheers,

Andreas