Infortel Select and Cisco's Contact Center Solution: A Winning Combination
June 04, 2015
By Mae Kowalke
TMCnet Contributor
Cisco (News - Alert) Unified Contact Center Express (UCCX), part of Cisco’s Unified Communications Manager (CUCM), is a powerful contact center software solution developed for midmarket, enterprise branch and corporate departments that require a sophisticated customer interaction management solution that can handle up to 400 agents. But while UCCX comes with reporting functionality, this functionality has gaps.
Natively, UCCX provides both real-time and historical data on the supervisor level on a per-agent or per-team basis, as well as at the administration level and across the entire contact center.
While the reporting functionality baked into UCCX is good, it has limitations. Specifically, it does not provide visibility on calls once they leave the contact center.
In those cases, contact centers need a solution such as ISI’s (News - Alert) Infortel Select.
Infortel Select works with UCCX to provide additional visibility on calls by connecting to CUCM to retrieve cradle-to-grave call flows even when a call leaves the contact center.
In a typical call scenario, for instance, a call comes into a voice gateway. The call then is processed by CUCM and sent to a CTI (News - Alert) Route Point assigned to UCCX, when it enters UCCX. The caller may hear announcements, be put in a queue, or directly transferred to an agent desktop, and the agent takes the call and completes the work or transfers the call to a third-party outside the contact center.
With the native UCCX reporting, only call data within the contact center is collected. But with Infortel Select, contact center management has a perfect report on the full call progression.
With Infortel Select, it is also possible to see that a call comes in at 7:01 into the UCCX through Extension 7008, for instance, then the call remains in the UCCX for thirty seconds and is presented to Agent #1 at Extension 1331. This agent speaks to the caller for 37 seconds, followed by a consultant transfer to Dennis Gonzalez at extension 5036. Management can see that the phone of Gonzales rings for eleven seconds before being answered, and that Gonzales and the agent talked for nine seconds before Gonzales talked with the inbound caller for 45 seconds. A blind transfer to Susan at extension 5067 is then performed, the logs can show, and Susan’s phone rings for three seconds before being answered. The call last 24 seconds.
Any contact center manager will see the value of this more detailed report on a call. This kind of reporting is invaluable when investigating customer service issues, productivity, or conducting business analysis.
UCCX is good, but when combined with Infortel Select it is even better.
Edited by Stefania Viscusi