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Enhanced Contact Center Systems Empower Agents, Improve Decision Making
In today’s competitive business landscape, winning new customers and keeping the ones you already have has become pretty important. For businesses where customer satisfaction plays an especially large role in success, the contact center is the bread and butter; it’s where customers can interact, have issues resolved, and questions answered.
In addition to this importance, there has also been an increased awareness on UC and the enhancements it brings to the call center. Because unified communications solutions take call centers beyond just phone calls, businesses are continuing to invest.
In fact, according to a recent survey, a Unified Communications (News - Alert) approach has helped to reduce stress felt by agents while client organizations have also measured an increase in productivity by as much as 50 percent.
Cisco’s (News - Alert) UCC Contact Center solutions are just one of many offerings in the industry that promises a comprehensive portfolio of advanced solutions to make routing and response to customer interactions easier.
The company’s UCC Enterprise solution offers contact routing, CTI (News - Alert), ACD, multi-channel contact management, IVR, and more. Also, to support virtual contact centers, Cisco offers Unified Contact Center Express – so agents working from a home office can still have access to all the advanced functionalities of a UCC system.
To help further enhance a company’s investment in UC for the Contact Center, VPI, a Cisco Solution Developer also offers easy integration of its VPI Performance contact center reporting and performance management software with the Cisco offering.
VPI’s software application pulls together information from all the data sources and puts it together into one easy to utilize dashboard, report, or score card.
With these two solutions working hand-in- hand, not only are agents given all the tools they need to quickly and easily assist customers, but the application from VPI will mean decision makers, managers and supervisors also have the actionable, real-time intelligence into all of the interactions.
Dental implant solutions provider Straumann is one company touting its success using the integrated Cisco and VPI offering. Additional information on the success and tips on Powerful Reporting for Cisco UCC Contact Centers will be presented during this upcoming Webinar.
Edited by Carrie Schmelkin