Hypercharge Your Use of Cisco's Unified Contact Center Express (UCCX) With Advanced Reporting Applications
December 14, 2015
By Tracey E. Schelmetic
TMCnet Contributor
Modernizing contact center technology is a must for all organizations today. Companies with clunky, cobbled-together premise-based solutions are realizing they’re not doing their customers or employees any favors by straggling along with technologies that may be paid for, but are causing the company to miss out on many opportunities to improve the customer relationship. Much of the driving force of moving to cloud-based solutions or unified contact center solutions (after the cost savings inherent in ditching premise-based equipment) has been to centralize all customer contacts regardless of channel in a single platform, allowing for the kind of “omnichannel” customer support that customers today demand.
One of the many (and sometimes unanticipated) upsides of switching to a modern contact center platform has been the deep insight that can be attained through better use of analytics and reporting. By using solutions that can track call times, agent performance, first-call resolution, customer satisfaction, important keywords, voice stress, callbacks and more, companies are able to better craft an excellent customer experience and also ensure that technology assets are being used correctly. And with many of the solutions on the market today, implementing a complete and reliable contact center solution with these fringe benefits is easy.
Today, Cisco (News - Alert) offers one of the most reliable contact center systems in the marketplace in its Unified Contact Center Express (UCCX). Unified CCX can be quickly deployed to establish a contact center for up to 400 agents that is easy to use and begins improving productivity and customer experiences immediately. The solution provides sophisticated call routing and comprehensive contact management capabilities; email, Web chat and social media integration; automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages; and the kind of “presence” features one might expect with a unified communications solution. Next-generation historical and real-time reports and dashboards with flexible presentation options help make it easier to track trends and quality. There are also add-on solutions that help “ramp up” the basic reporting capabilities of the UCCX solution and provide intelligence that is not native to the Cisco solution.
ISI (News - Alert) Telemanagement, Inc.’s Infortel Select UC Reporting application is a complementary solution to the native UCCX environment, and ideal for companies that wish to engage in call accounting operations to keep better track of their telecommunications assets. The application offers timely, customizable, reports that provide the most useful metrics as voiced by current contact center managers of today’s modern contact centers. It helps managers to capture all calls and screen interactions and record them to provide long-term trend analysis. It also includes multiple queues and contact centers in a single report, which is critical feature for larger customer support organizations. It offers a combined single view of queue and agent statistics, and features customizable summary and details reports to meet specific contact center needs.
The Infortel Select UC Reporting application can easily fill the gap in Cisco’s native UCCX reporting by bringing UCCX metrics into Select’s Report Designer for easier custom UCCX reporting, and to enable end-users to leverage Infortel Select as a single reporting platform for contact center agents and non-contact center users alike. For more information about how you can enhance UCCX for more in-depth and streamlined intelligence and reporting, download ISI’s white paper about the Infortel Select UC Reporting solution.
Edited by Stefania Viscusi