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Adding Call Recording and Performance Management to Cisco UC Solutions
There was good news recently for customers of Cisco (News - Alert) UCC Express (UCCX) and UCC Enterprise (UCCE) investment who require recording functionality. VPI, a Cisco Solution Developer, VIP and SIP Partner, recently announced it had integrated its VPI Performance contact center reporting and performance management software application with Cisco. The goal was to complement and enhance the UCCX and UCCE platforms by consolidating data and presenting actionable, real-time information in the form of Web dashboards, interactive reports, scorecards and desktop tickers to empower contact center managers, supervisors and agents to make better, quicker decisions.
Cisco Unified Contact Center Express (UCCX) is a single-server, integrated “contact center in a box” for both formal and informal contact centers. Cisco Unified Contact Center Enterprise (UCCE) delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI (News - Alert)), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling a company to rapidly deploy a distributed contact center infrastructure.
Thanks to the integration, customers of Cisco UCCX and UCCE are better able to create and report on metrics based on Cisco UCCX, UCCE as well as other contact center data such as CRM, enterprise resource planning, QA and workforce management. They are able to report across multiple teams and queues, locations and Cisco UCCX/UCCE systems to get a holistic view of contact center operations as well as perform true historical reporting with unlimited data collection, acquiring insights into trending over time and a historically accurate representation of your agents’ group assignments. They can create flexible grouping structures to report on groups and teams in any manner that makes most sense to their business and drill through layers of data for root cause analysis and trigger targeted alerts, notifications and coaching assignments based on performance thresholds to promptly correct performance gaps.
To better help Cisco UC users understand how to take best advantage of the integration of recording and performance management, TMC (News - Alert) and VPI recently sponsored a Webinar event, “Powerful Reporting for Cisco UCC Contact Centers.” The event, which was held on February 29, featured Delee Shields, Channel Sales Director for VPI, and Carlo Wise, an IT Specialist at dental implant and restorative dentistry company Straumann. Listeners heard how Cisco and VPI customer Straumann enhanced the capabilities of its Cisco Unified Contact Center system and operations with VPI’s real-time performance reporting solution.
Edited by Rich Steeves