Solutions

Cisco Contact Center

Cisco Unified Contact Center Express or Unified CCX helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels.

This easy-to-deploy and easy-to-use customer interaction solution supports up to 400 agents and is designed for midmarket companies or enterprise branch offices. Secure and highly available, it supports powerful agent-based services and fully integrated self-service applications, including automatic call distributor (ACD), interactive voice response (IVR), and computer telephony integration (CTI).
Cisco Unified CCX helps deliver each of your contacts to the right agent the first time. It enables this accuracy with sophisticated business rules for inbound and outbound voice, email, web chat, and customer interaction management. Cisco Unified CCX also offers numerous agent and desktop services and can scale to larger, more demanding environments.

Cisco Unified Contact Center Express offers an integrated, full-featured solution for managing customer contacts involving voice, email, and chat while retaining all the benefits of fully converged Cisco Unified Communications deployment. It delivers sophisticated multichannel contact routing, management, and administration features for departmental, enterprise branch office, or small to medium-sized enterprise customer care needs.

Cisco Unified Contact Center Express offers ease of installation, configuration, and application hosting, as well as reduced business application integration complexity, ease of agent administration, increased agent flexibility, and network hosting efficiencies. With all these features, Cisco Unified Contact Center Express continues the evolution toward a true customer interaction network.

Finesse:

Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well.

For IT professionals, Cisco Finesse offers transparent integration with Cisco Collaboration portfolio. It is standards compliant, and offers low cost of customization of the agent and supervisor desktops.

Cisco Finesse provides:

  • An agent and supervisor desktop that integrates traditional contact center functions into a thin-client desktop
  • A 100 percent browser-based desktop implemented through a web 2.0 interface; no client-side installations required
  • A single, customizable “cockpit”, or interface, that gives customer care providers quick and easy access to multiple assets and information sources
  • Open web 2.0 APIs that simplify the development and integration of value-added applications and minimize the need for detailed desktop development expertise

Because they work with a number of different applications, customer service representatives must have a wealth of information at their fingertips. The Cisco Finesse desktop provides easy access to these applications and information sources from a single, customizable “cockpit”. Providing this unique access to information helps your customer care representatives deliver fast, accurate service and resulting in satisfied and loyal customers who will come back and do business with you again.

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