Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(2), View with Adobe Reader on a variety of devices. Its powerful, visual workflow design tool can be used by contact center professionals to easily orchestrate the customer experience they want to deliver. Supervisory features, including monitoring, coaching, and barge-in, are Premium Agent license features. Charges are based on a usage model. For example, the script can invoke a prompt that asks callers whether they want It also maintains compliance with state laws around calling, such as time-zone-specific calling windows. With an intuitive drag-and-drop user interface, users can segment, profile, table, and graph data into historical or real-time dashboards, performance reports, and derive insights. This integration supports contact center features such as multiline, recording, conferencing, and more. Table 4. 76% of contact center leaders agree The customizations add to the deployment timeline. For information about Partner Hosted Module Architecture refer to https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/. Standard Agent functionality includes inbound and outbound voice, browser-based agent desktop, and web and voice callbacks. For more information, see Configure Call Type, Dialed Number, and Survey Association. WebContact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows organizations to utilize a providers software to administer incoming support, or inquiries from consumers in a hosted, subscription model. The Cisco Webex and Unified Contact Center are both omnichannel approaches to customer service, with end-to-end analytics and insights into the customer journey, excellent technology for agent management, and a host of integration options, so you can connect to the tools you already use. No communications are routed to the agent in the idle state. It tracks the history of the call from the time it arrived at the entry point, either as a new, external call or as a call transferred from another entry point or queue, until the call is terminated. PDF - Complete Book To know Expereince Management, see https://xm.webex.com/docs/ccoverview/. Average queued time: total amount of time that contacts were in queue waiting to be sent to a remote site, divided by the total number of contacts that were queued. Cisco makes the packaging data available for informational purposes only. Digital Channels Integration Using Webex Connect, Unified Communications Manager Extension Mobility, Webex Experience Management Digital Channel Survey, Provision Experience Management Service on Cloud Connect, Configuration Changes in Webex Experience Management, Configure Unified CCE for Experience Management Voice, SMS and Email Survey, Experience gadget to gain context about the customers past experiences with the business and engage with them appropriately. The different types of caches that are used in the on-premise systems are: Prefill Cache if any new tag is not in the cache it's updated. The committed agent quantity will be used to determine your excess agent usage for each month. Modify CCE scripts. Unified CVP Keystore and Import Experience Management The repository can be updated on a real-time or periodic basis, depending on customer needs. On top of all that, the two contact centres also work perfectly with existing Cisco technology and give you the freedom to migrate to the cloud at your own pace. The out-dialed call is automatically logged against the record whose number has been dialed out. Eliminate distance. Contact your reseller if your capacity needs to be increased. The solution provides capacity for up to 1,000 concurrent work-from-home or on-site agents. The greeting helps keep the agent voices fresh because they do not have to repeat the same greeting in every call. Associate the CCE script with the Call Type created in the previous step. over emails and SMS. Once they are placed inside a queue, the work distribution engine assigns them to available agents based on the queuing algorithm selected in the system. The security safeguards implemented for Webex Contact Center services meet the policy and control requirements as set forth in Webex Contact Centers Security Framework and are aligned with the Cisco Security and Trust Organization (STO). For additional information, visit: cisco.com/go/collaborationflexplan. Queue status and contacts waiting in the queue are displayed on the supervisor interface in real time. Concurrent Agent is the maximum quantity of Contact Center users who are simultaneously logged in to use the Webex Contact Center Enterprise software or services. With these tools, you can build a future-proof solution for the contact centre, with access to all kinds of AI innovations and unique tools. Integrate your existing IVR into the Webex Contact Center application and call flow by placing it at the beginning, middle, or end of the Webex Contact Center call. Call Types are created and managed in Configuration Manager tool and the survey is associated using the CCE Admin tool. A nimble touch-tone IVR solution provides intelligent call routing and basic self-service. Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(2) Chapter Title. Webex Meetings Features 20 million reliable video conferences a month. Scheduled performance reports that automate creation of daily, weekly, monthly, and quarterly reports previously created manually. Webex webinars are delivered reliably. Webex Meetings gives you unlimited conference calls and an interactive meeting experience with robust audio conference features, high-quality video, and rich content and screen sharing. a cache with maximum delay of 1 hour for the Dispatches list, Settings, Delivery The outbound campaigns add-on provides powerful, yet flexible contact list and campaign management capabilities. You can configure Experience Management to initiate this survey when an agent disconnects from the caller. more complicated inquiries. Progressive dialer automatically dials the next number on the list. Webex Contact Center 1.0 Data Sheet 16/Nov/2021. Administrators can make real-time adjustments to the lists based on campaign performance or a shift in business strategy. Identify key variables that impact operational efficiency. The combined strengths of Cisco and our partners provide a portfolio of services that can help you prepare your infrastructure for future changes aligning to long-term business goals. connecting the customer journey and Short calls: total number of calls terminated within the short call threshold without being distributed to a remote site. The speech-enabled IVR can be invoked from within the touch-tone IVR, so in some use cases it may be most economical to split the application between the two solutions. In Configuration Manager, navigate to Tools > List Tools >Call Type List. Experience Management post-call survey is used to determine whether the customers are satisfied with their voice call experiences. For information about how to provision the infrastructure required to deploy the partner hosted Free video calls and screen sharing with Webex. Experience Management Activation Team performs the following actions: Creates accounts and provisions the same. Read Webex Contact Center intelligently distributes calls across: Routing strategies can be created to leverage skill assignments at the team or agent level. The agent is presented with a list of queues and can select an available agent within the queue for transfer. Stay focused. Live monitoring. Export calls: use for training or within e-learning platforms. To know more about provisioning details, see Handover. administration interface gets reflected in the on-premise Contact Center Agents are more productive, and customers are better served. Includes answered and abandoned calls. Table 4 describes the included features and additional options available based on the agent type selections. Create and configure the questionnaires in Experience Management for sending IVR surveys to the customer. Cloud Connect Administration Candidates join the meeting from their assignments page. The major features include: Quick deployment: Typically can be deployed in as little as five business days from order placement. for intelligent contact centers. start at just one low price. their thoughts now. AI-powered Music and messaging are recorded and saved as a .wav file. scheduling for certain features (call forwarding, call rejection, and so on), and You Provides set workflows to automate approval, denial, waitlisting, and manual handling, Agent-initiated peer mentoring: when an agent submits a request and the peer accepts, there is an automated supervisor approval, and both agents schedules are updated, Gamification of agent KPIs: agents earn badges for quality scores and adherence, Strategic planning and forecasting: allow users to forecast staffing needs based on trends. Call center managers have the tools and information to measure and manage distributed contact center operations in real time. Cisco support levels and what they include. System configuration changes are made to the dispatch. You can also configure POD.ID from CVP Call Studio. Access rights are restricted by user login, so customer administrators or supervisors can only manage the sites for which they are responsible. WebWeb based scripting. Supervisors have a real-time view of call volumes and agent activity across all sites, networks, and technologies. Webex Contact Center email capabilities include: Pulling emails from multiple email accounts (Gmail and Office 365 over secure channels), Providing templates with greetings and signatures, Routing emails based on subject line keyword analysis, An email editor with rich text capabilities, Support for attachments with configurable limits, Multi-session support for email contacts, Providing conversation groupings and history, Audible indicators for new email arrival. For more information on how to create a PCS Dialed Number, refer to the section Configure ICM for Post Call Survey in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html. Webex Contact Center is an omnichannel cloud contact center solution that can transform your customers experience and improve your business results. simple customer self-service by 2025, while live agents will still handle Click on the Call Type which you want to associate to the Survey. Professional cameras, optimized for video meetings. Small business account management (paid user), Deployment Guide for Calling in Webex (Unified CM). Improve performance visibility across sites by centrally monitoring the business and operational performance of agents, teams, sites, systems, and outsource partners in real time. Sports & Calls to be recorded can be: Selected randomly by the system on a percentage basis. Charges are extra for the following servicesautomated interaction messages, short code SMS, long code SMS, toll-free SMS, and bot usage. For more information, see New Digital Channels in the Cisco Webex Contact Center Setup and Administration Guide. Note: The new digital channels are released in controlled GA (General Availability). Thresholds can be adjusted at any time. You can align your Cisco Webex Contact Center with a tightly integrated portfolio of other Cisco products, such as collaboration tools, calling, networking, security tools, and even project management tools. Speech-to-text transcribed audio to full-text transcripts, Text analytics for channels, including email, chat, text, social media, and surveys, Desktop analytics to track desktop activity, facilitate compliance, and create automated workflows with activity triggers, Sentiment analysis, which translates all call interactions into a score of positive, neutral, or negative automatically, Powerful, easy-to-use dashboards with drill-down capabilities, Predictive quality evaluation scores, Predictive Net Promoter Scores (NPS) using NPS survey data and speech data to automatically evaluate 100 percent of your customer interactions, Language packs to help you understand customers, regardless of linguistics, Out-of-the-box and easy-to-use features, Dynamic reporting options with rich data visualizations like phrase clouds and interactive charts, Advanced customization dashboard capabilities, Widget-based dashboards and an intuitive interface. The partner hosted module in the Experience Management Invitations solution maintains Based on the caller's response, the script sets the expanded call variable that controls whether In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Types. Quality Management helps customers measure agent efficiency and performance using tailored evaluation forms. Compliance call logging records all calls that are served by a given queue. document.getElementById("ak_js_1").setAttribute("value",(new Date()).getTime()); This field is for validation purposes and should be left unchanged. Detailed reporting. Available buying model and agent types for Webex Contact Center. Provision Cloud Connect on Cisco Finesse. Chat interactions are assigned to an agent based on the configured routing strategy, for instance longest available agent. Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for the digital channels. To enable Experience Management Post Call Survey in Cisco Unified CCE, follow this task flow: Contact your Cisco representative to purchase Experience Management license. Web2: To switch to a Webex device, select More Options, then Connect to a Device. Provision Experience Management service using CLI on Cloud Connect. and assistance delivered to agents for informed responses to customer queries. Webex powers a new Outbound reports: The outbound campaigns feature includes real-time and historical reports, allowing you to review the status of your campaign as it occurs, and look back to see what worked and what didnt across past campaigns. interaction. IVR time: cumulative amount of time calls were in the IVR system, waiting to be handled. with a digital-first, next-generation platform. The call monitoring feature allows supervisors to access calls for the teams they manage and to listen in on conversations, either from the corporate network or through a remote dial-in connection. The list of all the Call Types are displayed. In auto wrap-up, the agent will be immediately available after the call. Webex Control Hub cross-launches into the Webex Contact Center Management Portal, providing ease of use through a single login. Webex Contact Center is available as part of the Cisco Collaboration Flex Plan, which provides an intelligent and practical path for migrating from an on-premises to cloud contact center and collaboration solutions at your own pace, with an award-winning user experience at every step. Call Me Enter or select the number that you'd like the meeting to call. For more information, see Provision Experience Management Service on Cloud Connect. Completed calls: total number of calls in the system during the report interval. Compliance tools: The outbound campaigns feature provides tools to ensure that outbound campaigns stay compliant with industry regulations. Abandoned time: cumulative amount of time contacts were in the system for longer than the short contact threshold time, but terminated before being answered by an agent. Book Title. This application also allows call recording to be tagged using business-specific labels that significantly reduces access times. Agent availability and skill sets are accurately matched with customer priority, value, and needs. the system invalidates or removes the data from the cache after a specific time Learn More Contact Center Create natural, connected engagement between your business and your customers. Webex is a cloud-based web and video conferencing service provided by Cisco. You can even set up predictive analytics to help determine what might happen with customers in the future. What's new, tips and tricks, and much more. See Webex App | Switch between shared content and speaker in a call or meeting. If you do not want the survey to run, without first reaching an agent (such as 'after hours bars and smart multi-screen video conferencing for every Exploratory and trend analyses that capture, organize, and interactively explore and cross-analyze customer interactions and agent activity with business and financial results to find optimization opportunities. Webex Contact Center is a cloud service available in either a Concurrent Agent or Named Agent buying model (See Table 1). For details, see the section Webex Experience Management Configuration in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html. The call detail record represents the complete life cycle of a caller. This open platform also allows Webex Contact Center to integrate with other applications in the marketplace to create unique end-to-end solutions for customers. Flexibility to support a mix of on-premises and cloud system deployments, with financial protection for future migration of any included Cisco on-premises licenses. In the United Kingdom, the compliance tool helps ensure adherence to Ofcoms (the UKs communications regulator) outbound calling rules. Features include: The Cisco Unified Contact Center takes advantage of all the latest industry-standard platforms for contact centre hardware too. DNIS pool-based call matching correlates incoming calls on specific Webex Contact Center DNISs to corresponding outgoing calls to a customers IVR DNISs to help maintain DNIS-based call routing. get work done. This powerful dashboard can be customized to display customer-defined information for each site. The survey can questionnaires, see Questionnaires. 96% of companies plan to have AI-powered Monitoring can be done on a continuous, one-time, or scheduled basis. Webex Contact Center vs Cisco Unified Contact Center, Microsoft Teams News NOVEMBER Update (2022), RingCentral, Vonage, and Alcatel-Lucent Enterprise on UCaaS Security Strategies, The UC Today Newsletter: The Ultimate Source for UC News, Google Expands Testing of Top Secret 3D Video Platform, Three Ways to Leverage Integrations in Your Contact Centre, Enreach Sees Economic Pressures Renewing Focus on Selling Outcomes. technology that aims to save time and make experiences better for agents and customers. If the variable does not exist, do the following to create a new variable: In the Attributes tab that appears, enter user.CxSurveyInfo in the Name field. Click on the magnifying glass icon, and the configured surveys will be populated in the pop-up window. components of the Experience Management Invitations module, see https://xm.webex.com/docs/cxsetup/guides/partnerinfra/. dispatchTemplate -> deliver a significant improvement, along with higher customer satisfaction. Webex Contact Center features provide agents with an experience-focused, extensible agent desktop. For more information about Cisco contact center products, visit cisco.com/go/cc. Webex Contact Center offers callback from queue and voicemail functionality. The contact center adds other global locations. The Experience Management tab is enabled with the following options: Deferred Survey (post-call Email and SMS survey). Webex Experience Management Integration. With Webex Contact Center, customers can: Maximize business outcomes by improving sales conversions, revenues, retention, customer satisfaction scores, and first contact resolutions. Ensure that the Cloud Connect publisher and subscriber are installed. The core infrastructure delivers the following data to the desktop client: Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), Prompt selection Customer-Entered Digits (CED). Learn Call, meet, co-create and Campaign runtime strategies: the campaign manager feature supports different management strategies for outbound campaigns, including: Schedule-based campaign runtime automation, Ability to switch across contact points based on outcome. For customer administrators, Webex Control Hub provides a web-based interface for: For partner administrators, Webex Control Hub is the central point for all provisioning and ordering services for end customers. Answered calls: number of calls accepted by a remote site. If needed, an agent can transfer a chat to another representative or subject matter expert by using the transfer button on the chat page. Designed to simplify the transition to a flexible omnichannel contact center, the Unified environment provides an IP-based solution to integrate all of your inbound and outbound applications in one intelligent space. The application has an advanced search option that allows search of call recordings for CAD variables, call attributes such as Dialed Number Identification Service (DNIS), Automatic Number Identification (ANI), session ID, recording duration, and custom attributes. For the United States, it has superior Telephone Consumer Protection Act (TCPA) compliance tools, which include checking do-not-call lists at the federal, enterprise, and/or campaign level and manual dial-out options to contacts who have not provided Prior Express Written Consent (PEWC). Average handle time: average handle time, calculated by dividing total contact time by the total number of contacts terminated during the report interval. The Webex Contact Center Management Portal provides administrators and supervisors with web-based tools for real-time, end-to-end management and administration of their contact centers. For more information, refer to the topic Configure Call Studio App Data Format in the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html. bars and smart multi-screen video conferencing for every WebAnd now that becomes part of the main code for Facebook. The all-in-one app to call, meet, message, and You can buy meeting, team collaboration, calling, and contact center services for all employees, or simply purchase what you need today and grow at your own pace. Scripts are invoked, CVP refers the call to Experience Management, and the customer uses the keypad on a phone to respond to questions asked during the survey. Queue time: cumulative time that calls were queued, waiting to be routed to a remote site. If your business needs a more intuitive way to work and a more predictable financial path to the cloud, talk to your Cisco representative about the Cisco Collaboration Flex Plan. Analyzer can be used to segment, profile, and visualize data in contact center systems and identify key variables that affect contact center efficiency and agent productivity. Overflow call queues can cascade through groups made up of a single team or multiple teams and can include specific skill requirements. Provide highly capable chatbots For example, questionnaire -> hashScheme Check if the user.CxSurveyInfo variable exists. your organization to Experience Management Activation Team. . An employee found to have violated this policy may be subject to disciplinary action, up to and including termination of employment. Enhance your workplace. This allows administrators to spot check call quality across the enterprise or perform targeted quality monitoring of certain agents, teams, or call center sites. WebAbout. audio, wherever you work. Start a meeting At the scheduled meeting time, sign in to your Webex site. Gathering data from Webex Contact Center Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) contact center applications on a real-time or periodic basis, Analyzer creates integrated customer interaction and agent activity records for each customer engagement to provide operational metrics and business insights. For more information, see https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/#43-caching-mechanism. compromising on security and privacy. Together, we create innovative, network-centric architecture solutions resulting in a scalable and responsive foundation that can help you realize the full value of your IT and communication investment. To know how to configure additional Widgets in Experience Management, see Experience Management Gadgets. The email contains credentials and other essential Recording can be restricted at the site, team, and agent level and includes the flexibility of deciding whether all or only a percentage of total calls will be recorded. 53% of companies were able to use AI 2022 Cisco and/or its affiliates. Initially, Spaces and Widgets are created by the Experience Management provisioning team. Modifications to routing strategies take effect immediately and can be applied to current calls in queue. Invitations module once the infrastructure is provisioned, see https://xm.webex.com/docs/cxsetup/guides/partnerdeployment/. The solution simplifies login and password management for agents and supervisors and allows them to log in a single time for access to all Webex Contact Center applications. Make every call count. APIs to create AI-powered solutions custom to your business needs. Users can: Set up flexible routing strategies and call flows, Assign multi-skilled agent to queues, Monitor performance in real time via dashboards and call monitoring, Access historical reporting and analytics to track customer trends, Supervisory features (call monitoring, coaching, and barge-in). Supervisors can continue to monitor and record calls handled by agents, whether remote or in office. Introducing Webex Contact Center is also available under Ciscos Collaboration Flex Plan. enable a new generation of virtual voice assistants and automation. Always look your best! There are two options: Local number access into Webex Contact Center with PSTN termination of the call to the agent (contiguous US + Canada only), or. This integration supports the following calling features for Contact Center applications: For information about how to configure your Contact Center solution, see the Feature Guide documentation for your specific product and release: Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX). Enable shorter calls with more The Cisco Webex Contact Center supports modern companies in enhancing customer experience, with an omnichannel approach to conversations. Cloud usage will be reported on a monthly basis and billed as the committed portion, and any usage above the committed levels will be billed as overage. When you must offload the expanding volume to your contact center, or agents must work from home, we can quickly deploy our cloud contact center solution to enable your agents to take calls from anywhere. Stay focused. From this centralized management system, contact center managers have real-time control and visibility into call queuing and routing strategies and real-time monitoring. The Webex Contact Center solution allows you to take steps towards a cloud contact center not only for now, but also for the future. Information about Ciscos environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the Environment Sustainability section of Ciscos Corporate Social Responsibility (CSR) Report. the first best-of-breed suite for hybrid The agents can respond to emails with a standard email response template with full visibility on the past interactions of that customer. There are specific reportscalled auxiliary code reportsthat track idle codes and wrap-up codes. Some of the features of the Webex Contact Center include: All of this technology comes from a global leader in the cloud contact centre. Data from Webex Contact Center ACD, IVR, chat, email, and social interactions appear in a left-side panel. Both solutions have the same high-quality security systems in place to encrypt conversations and protect customer data, as well as business operations. For more information, refer to the topic Associate Survey to Call Type in Unified CCE Admin. Click Save. Figure 3 details the components of the outbound campaigns add-on. The selection reason is used to route the customer interaction to the appropriate queue. Whats the difference between these two Cisco contact centres? Customer Experience Analytics (CEA) gadget - Displays the overall experience of the customer interaction with agents using industry-standard metrics such as responses that improve customer satisfaction, loyalty, and lifetime value. At the core of the Analyzer is a cloud data service (the data repository), which stores customer interaction and agent activity records from Webex Contact Center. Chat capabilities are included with Premium Agent seats only. Cisco Capital financing makes it easier to get the right technology to achieve your objectives, enable business transformation, and help you stay competitive. Gartner recognizes Cisco for Webex Contact Center in 2022 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Give customers 24/7 access WebWebex Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO) Contact Center Software 9.1 8.3 View full breakdown Webex Contact Center ranks higher in 13/13 features Workforce Optimization (WFO) 9.3 8.5 View full breakdown Webex Contact Center ranks higher in 9/9 features Attribute We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. Data can be presented in either a graph or tabular display. Trying to choose between the Cisco Webex Contact Center and Cisco Unified Contact Center? Professional cameras, optimized for video meetings. The following data is available for display in real-time interval reports and in historical reports for all supported channels, including voice, chat, and email: Queue: the virtual team to which the data belongs. Cisco Webex Contact Center is providing cloud-based contact center which is essential for all kind of businesses. Book Title. Intelligent collaboration devices for every desk. This works best when sales calls are similar in nature and agents dont need time to research between calls. Webex Contact Center provides a web-based portal for the configuration, management, and reporting of the ACD. There are flexible options to upload outbound calling lists into the campaign manager. Designed and built on the cloud, the flexible environment offers a rapid way for businesses of all sizes to make the transition into the cloud and improve business outcomes (such as conversions, retention, and revenue). The documentation set for this product strives to use bias-free language. For more information, visit Cisco Contact Center Services. Provision Experience Management service using the following CLI on Cloud Connect. The recording management feature is a jukebox like application that allows supervisors access to call recordings that can be filtered by queues, sites, teams, and agents. If the variable does not exist, do the following to create a new variable: In the Attributes tab that appears, enter user.microapp.isPostCallSurvey in the Name field. Avaya Experience Platform Avaya 8.3 Composite Score Product Scorecard 15+ pages 40 reviews Webex Contact Center Webex Contact Center Standard or Premium Agents, or both. When an agent transfers a call to another agent, a segment detail record is created for each leg of the call. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. you to see your business from your customers' perspective. For more information, see Configure Post Call Survey in CVP. In cache invalidation, Because the Both the Cisco Webex Contact Center and the Unified Contact Center from Cisco share a lot of the same features. Learn more about how Cisco is using Inclusive Language. Your partner or Cisco sales agent can also assist with any modifications to your subscription after your initial order is placed. Select the Enable Experience Management check box to associate the Webex Experience Management survey. Company email can be used to log in, no special one is required. Webex Contact Center AI capabilities enable a new generation of virtual voice assistants and automation. to implement these features to enhance user satisfaction and operator productivity, without Webex Contact Center is Software as a Service (SaaS) that offers the significant advantages of cloud delivery. Table 3. Call, meet, co-create and Companies that want to provide the flexibility for their agents and supervisors to work from home without the need for a VPN connection. Enhance your workplace. Table 2 explains the types. Policy, Active Questions, and Questionnaire APIs. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. This information allows for more efficient call routing and call distribution management. PDF - Complete Book (13.14 MB) PDF - This Chapter (1.09 MB) View with Adobe Reader on a Agents can be made automatically available after a call, go unavailable, or have a set break between calls. They allow supervisors to track agent availability in detail. Service level: percentage of contacts answered within the predefined service level threshold provisioned for the virtual team. Plus, both solutions are designed for use with a range of the leading hardware in the contact centre market. Dynamic scheduling: allows agents, supervisors, and staffing analysts to collaborate in creating a schedule that meets everyones needs, Dynamic intra-day scheduling: enables last-minute scheduling changes, Automated agent approval: for exceptions, time off, schedule offer/trade, and mentoring. Panels for booking rooms, advanced microphones, and Percentage call recording enables customers to record a subset of their calls. Cisco PSTN is available as a paid option for toll-free, toll or local, and toll or outbound voice services. Updating the tags associated with stock prefill questions. 20 million reliable video conferences a month. Webex Contact Center offers the ability to overflow call queues, based on skill set, to agents that have a lower level skill set than the primary target agent. Queued contacts per hour: number of contacts queued during the report interval. With Webex Experience Management, Unified CCE supports: Customer experience surveys - Set up and send surveys to customers, after an interaction, to collect feedback about their To run post-call voice survey, you must either configure Text-To-Speech(TTS) in the voice browser or upload audio prompts in Experience Management. Premium Agent functionality adds full omnichannel capabilities including email and web chat. Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120. In a recent analysis, In Configuration Manager, navigate to Tools > List Tools > DialedNumber/Script Selector List to create a Call Type. For more information, see the Install Cloud Connect section in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html . The routing module in the dashboard allows users the ability to designate how calls are distributed to agents. Agent overages are calculated each month when the total number of agents used exceeds the total number of purchased committed agents on the order. This can be extended by the agent if the administrator enables this capability. Secure and reliable cloud service and implementation, supported by certified Cisco enterprise channel partners. See Webex App | Start a Personal Room meeting, Webex App | Join a meeting using the action button, and Webex App | Schedule a meeting from the meetings calendar. Whether youre a new business creating your first contact center, a medium-size business looking to improve contact center operations, or a large enterprise needing visibility and control over multiple contact center sites, Webex Contact Center is a solution that can fit your needs. Global variables are defined in the Video interval. List and campaign management capabilities. For more commands related to Experience Management service, see the Cloud Connect CLI section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide. Built on the Webex Platform for Contact Center, an open, flexible, multitenant cloud infrastructure that offers feature agility, innovation, and integration with other cloud applications. Take advantage of open Webex Experience Management. Pinpoint evaluation commenting: add comments to a call and search for comments by questions, section, form, or duration. Webex Contact Center APIs allow third parties to develop software to leverage and extend Webex Contact Center capabilities. Set the Max Length to 133 for Type 10 VRUs. APJC: Australia, New Zealand, Singapore, Japan, Indonesia, Malaysia, Philippines, South Korea, Thailand, Vietnam, LATAM: Brazil, Mexico, Argentina, Chile, Colombia, Ecuador, Peru, Uruguay, Paraguay, EMEAR: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Microsoft Edge V42.17134 and higher. Audience. The capabilities to make customer interactions markedly better. be done in three modesvoice, SMS, or email. Configure Dialed Number and Call Type for Incoming Call and Experience The Experience Management Post Call Survey call works just like a regular call from the Unified CCE point of view. Overage SKUs will automatically be added to each order. Disposition by campaign, all with user-specified filters. Only one survey can be associated to a Call Type. After creating and provisioning the account, you will receive handover emails Chat uses the Webex Teams messaging infrastructure to communicate between the customer and agent. If required, the supervisor can coach the agent on the conversation privately or create a three-way conference to join an ongoing conversation. The following table displays the supported attributes: Unique ID for a customer across multiple channels, Chat and Email surveys for Digital Channels, For the list of supported languages, refer to the Webex Experience specific tags that Contact Center integrations use. Learn more. This approach provides substantial savings in telecom hardware, toll charges, and bandwidth. Management post call survey routing script. AI-Powered Collaboration, Super-Powered Productivity. Toll-free access to Webex Contact Center (the contiguous US only). Real-time and historical operational dashboards that can be used to monitor operations throughout the day to make operational changes that maximize performance and productivity. Cisco operations and engineering teams are responsible to deploy IT systems, services, and processes consistent with these policies. A web-based dashboard provides a centralized point to manage and monitor calls and multimedia contacts. This information is subject to change without notice. workspace. creating customer delight. To know more about the information that will be collected, This feature, that feature for advertisers and then in that goes, and then along comes candidate Obama. Solutions for We do not include any add-ons or customizations. This allows customer organizations to maximize resources and respond quickly to changing conditions. Additional features, storage, and support Management Gadgets, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html, https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/, https://xm.webex.com/docs/cxsetup/guides/partnerinfra/, https://xm.webex.com/docs/cxsetup/guides/partnerdeployment/, https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/#43-caching-mechanism, https://xm.webex.com/docs/user/getting-help/#cloudcherry-language-support, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html, https://xm.webex.com/docs/cxsetup/questionnaires/. You can associate the Call Type to the survey only if you have added Cloud Connect in the Inventory page and configured the survey in Webex Experience Management portal. Sports & Reference links to information about key environmental sustainability topics (mentioned in the Environment Sustainability section of the CSR Report) are provided in Table 5. Customers can use voice commands to retrieve information without ever speaking with an agent, or to quickly navigate to the correct department or agent to best assist them. Agents skills can be defined as: Longest available agent routing: Incoming contacts get directed to the agent who has been available for the longest time. If the agent needs to go offline for a meeting, training, or lunch break, the agent can change his/her status to an idle state. that their greatest challenges are presented by slow and outdated This allows contact center managers to focus on their customer engagement strategy instead of spending time maintaining lists. Agent activity: total time an agent spends in each agent state. Business-class phones for the desk, the frontline, and An answered call is a call accepted by a remote site and either disconnected within the lost call threshold, answered by an agent, or queued at the remote site during the report interval. Contact Center Overview. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services, and complementary third-party equipment in easy, predictable payments. Targeted evaluations: find interactions of interest with pinpoint precision using a combination of transaction data, customer data, speech energy, and other business-related metadata. Entertainment. Webex Experience Management Integration. The ability to centrally manage contact center resources on a global level eliminates variances in queue times among sites and lowers administration expenses. Figure 4 illustrates the two different telephony dialing modes. to an agent. This solution is priced as an a la carte Webex Contact Center feature. technology and process roadblocks. I have a problem with Webex Are you also having issues? New recordings can be uploaded from the web-based dashboard at any time and made available to callers in near-real time. This can be done by uploading flat files or integrating with customer databases or third-party data sources. To avoid sending additional calls to a non-responsive agent, the non-responding agent is put into an unavailable state and must toggle their status back to an active state in to resume taking calls. For more information on how to create and modify the questionnaires, refer to https://xm.webex.com/docs/cxsetup/questionnaires/. Webex Contact Center agent type considerations. WebCan Webex detect cheating? Agents can be assigned multiple skills and skill types based on their proficiencies. Self-service Interactive Voice Response (IVR). Import the following certificates to the CVP Server: For details, see the sections Import Cloud Connect Certificate to Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(2) Chapter Title. This integration supports the following calling features for Contact The new agent will receive all the previous chat information as well as any internal notes left by the first agent. Click here to contact Cisco sales and we will follow up to help you get started. For information about how to deploy the partner hosted components on the Experience Management Business continuity is critical to enable ongoing communications between your business and customers during times of natural disasters, crises, or simply the unexpected. Load balance routing: Incoming contacts get distributed among a group of teams based on ratios specified in the strategy. This gadget is available for agents and supervisors. After the purchase, you need to provide relevant information about Ciscos goal with this solution is to provide organizations the ability to deploy a cloud contact center solution quickly and cost-effectively. Multilingual Automated Speech Recognition (ASR). Your agent type selection entitles you to receive a bundle of Webex Contact Center features. The capacity of such teams is determined by the capacity setting, which can be overwritten by team capacity strategies defined in the routing strategy module. Management Gadgets. In DialedNumber/Script Selector List create Incoming Dialed Number and Post Call Survey Dialed Number. Supervisors can use the real-time dashboard to view the latest contact and agent states. Table 5. a cache invalidation period of 24 hours. This ensures you can build the perfect contact centre for your needs without compromising on your budgetary requirements. behavior, e.g., when candidates know they are monitored, they won't even try to cheat. Webex Contact Center simplifies the deployment and management of multiple sites and agent locations, enabling companies to reduce the cost, complexity, and limitations of traditional contact center solutions. For example, tag -> List of administration and management of Webex. What's new, tips and tricks, and much more. In addition to using the built-in identity service of Control Hub, a customer can redirect the authentication request to their organizations common identity provider (IdP). Webex and your reseller configure this value. The Webex Customer Experiences open platform and APIs enable you to programmatically construct and devise a customer-agent journey that works for your For more information, see Cisco Webex Experience Management Gadgets. see Prerequisites. You have the option to pay for a committed quantity of agents on the order. Webex Contact Center web chat capabilities include: Routing treatment based on chat reasons and queue position, Self-serve chat template creation using an intuitive wizard, Integration with customer virtual assistant (bots) using Google AI, Support for transfer of attachments and URLs in chat, Responding with configurable canned responses, Blind/consult transferring and conferencing with another agent or supervisor, Customers can download a chat transcript, Customers can submit Customer Satisfaction (CSAT) surveys, An agent can participate in multi-session chat. The maximum caching delay depends on the kind of configuration change. For more information, see the Webex Contact Centers native cloud architectureagile and secure From a simple, user-friendly interface, supervisors can change routing strategies without knowing When the queue reaches a specific predetermined point, callers can be offered the option to leave their phone number for a callback, or they may leave a voicemail, rather than waiting in queue. If you need help finding a partner in your area, use the Partner Locator tool. * Actual course outline may vary depending on offering center. WebWebex features Functionality 4.3 /5 6.6K Total features 190 19 categories Most valued features by users Reporting/Analytics Third Party Integrations API Alerts/Notifications Reporting & Statistics Activity Dashboard Chat/Messaging Contact Management Adapt to market changes while increasing productivity, improving competitive advantage, and delivering a rich media experience across any workspace. Webex Contact Centers routing engine will process the callback request by identifying the most appropriate agent and connecting that agent with the customer. If you have an investment in Cisco Webex technology already, consider the Webex Contact Center for its flexible and collaborative environment. Standard Agent functionality includes browser-based agent desktop, inbound and outbound voice, call recording, touch-tone IVR, web and voice callbacks, and standard CRM connectors. Administration Guide for Cisco Unified Contact Center Enterprise. Cisco Webex Contact Center Product Features Call Center Blended Call Center Call Logging Call Recording Call Scripting IVR / Voice Recognition Inbound Call Center Manual Dialer Outbound Call Center Predictive Dialer Queue Management Reporting/Analytics Campaign Management Escalation Management Progressive Dialer This is ideal for sales where the agent needs to conduct research between calls to increase the chance of a successful sale. Summary views provide a snapshot of real-time contact volumes, service levels, and abandon rates at each site and across the enterprise. The agent and supervisor use this Webex is owned by Cisco. Please fill out the form below and your selected Media Kit will be sent to you. Determine what impacts business outcomes. standard-based video systems, including features such as meeting recording and broadcasting. The supervisor can coach or barge into the call at any time. Refer to the following procedures to enable the Experience Management voice, SMS and email survey: Upload Audio Files for Questions in Experience Management, Configure Call Type, Dialed Number, and Survey Association, Associate Survey to Call Type in Unified CCE Admin. View Documents by Topic. Details of the types of information provided in Analyzer may be seen in Figure 2. This capability gives supervisors tactical tools to manage their agent teams and support contact center management objectives. The newly created ECC variables are added to the default payload list. For more information on Expanded Call Context Variables, see the chapter Configure Variables in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html. Call statistics are collected and normalized across geography and technology for multi-sourced environments. We evaluate the requirements for customizations during the Assurance to Quality (A2Q) review. the call gets transferred to the voice call survey Dialed Number. section in In particular, this solution is intended for: Any business that has the immediate need for the new or expanded resources of a cloud contact center. Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html. For information about how to configure Webex App to support Unified CM calling, see the Deployment Guide for Calling in Webex (Unified CM) . Create new business metrics calculated using fields and measures from the Webex Contact Center IVR and ACD. The call recording module enables authorized users to record calls and create recording schedules. Post-call survey data integration with call data makes playback easily accessible during evaluations. Standard: provides essential functionality for voice-only call centers with typical or sophisticated needs. work. Customer Experience Journey (CEJ) gadget - Displays all the past survey responses from a customer in a chronological list. With professional services support, Webex Contact Center can be set to play a configurable, automated agent greeting to callers, standardizing the caller experience. digital whiteboards. Eliminate distance. With this approach, customers are able to integrate with a number of different CRM applications. export and derive meaningful insights from them, see Experience Contact center can be deployed in as little as five days without any customizations. With sophisticated speech, desktop, and text analytics, organizations can unlock a gold mine of intelligence buried in the contact center. To know more about Webex Feature Setup Although partner administrators can execute Sopra Steria was able to implement these features to enhance user satisfaction accurate notes from automated speech-to-text transcription. Both touch-tone IVR and speech-enabled IVR are cloud-based and integrated into Webex Contact Center. The only equipment required is: Businesses can seamlessly redirect call center traffic during unexpected emergencies such as natural disasters, transport facility outages, or other power disruptions. Youre in the right place. full visibility of customer interaction data and feedback with your agents. Consolidate technology roadmaps and vendor relationships (license management, billing, support). Workforce optimization solutions offer contact center supervisors, agents, and staffing analysts the ability to dynamically manage agent schedules, forecast and plan staffing based on trends, and ensure adherence to schedules. [1] It was founded as WebEx in 1995 and taken over by Cisco Systems in 2007. If an agent, for whatever reason, fails to answer a call routed to them, the call is immediately taken back and rerouted to another available agent (Redirect on No Answer, or RONA). Abandoned contacts: number of contacts abandoned during the report interval. Check if the user.microapp.isPostCallSurvey variable exists. A phone, computer, and Internet connectivity are all the equipment agents need to be productive anywhere. The solution simplifies login and password management for agents and supervisors and allows them to log in a single time for access to all Webex Contact Center applications. As part of the integration, data about the customer and the context of the call is delivered to the agent in an automatic screen pop. Companies can either explore the benefits of the Webex ecosystem with the Cisco Webex Contact Center, or they can examine the comprehensive Unified Contact Center environment. That data can then be dragged and dropped into a central canvas to create insights and visualizations in interactive tables, bar charts, line graphs, pie charts, and time motion charts. Companies can analyze interactions and make valuable discoveries about your customers, employees, and business. From a simple, user-friendly interface, supervisors can change routing strategies without knowing complex scripting languages. This setting is useful for customers who require 100% recording for compliance purposes. The quick deployment solution includes agent software with a robust set of omnichannel, routing, and reporting capabilities for up to 1,000 concurrent agents. Users can choose between two different audio recording options: compliance call logging or percentage call recording. 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