Cisco UCCX Top 20

Here are the top 20 UCCX features that are requested by our customers, packaged and priced for simple integration.  Coupled with our deployment bundles these twenty features will cover the advanced features a strategic manager needs to create a highly optimized contact center and improve the customer journey.

UCCX Success

Callback/Virtual Queue

The best wait time is no wait time.  An intelligently architected call back/virtual queue can improve the caller experience, reduce required resources and eliminate wait time.

Learn more about the Callback Application

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Custom Reporting

The Cisco CUIC provides over one hundred canned reports but there are times where you need to combine several reports into a single view.  We can streamline and simplify your reporting needs with a custom report.

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Custom Finesse Homepage

A custom Finesse homepage can increase agent productivity drastically removing precious minutes from the average handle time of each call. We can customize your agents home page to provide them all the key data to better serve your callers in an expedited manner.

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CRM Screenpop Integration

Screenpop can be the basic presentation of caller id to the Finesse desktop or a sophisticated integration of customer details coupled with desktop automation resulting in reduced handle time and increased customer satisfaction.   A properly engineered screenpop can result in efficiency increases of up to 50%.

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IVR Integration/Database Dips

Improve the customer journey with an integrated IVR experience.  Provide self-service features and improve the customer journey with automation that is available 24 hours a day.  You can even provide IVR options while the caller is in the queue waiting for an agent.

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Look-Ahead/Overflow Routing

Don’t let your busy hour impact your service levels.  Intelligently overflow calls based on real-time call center stats and improve customer service automatically.

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SLA Routing

Implement the proper combination of overflow routing and escalation to maintain your service levels and drive down staffing needs.

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VIP Routing

All customers are treated equally is a tremendous and noble belief but a lot of organizations fall into the 80/20 model of 80% of the revenue comes from 20% of the customers.  Overserve your VIP customers with preferential treatment with properly engineered and intelligent routing.

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Area Code/Zipcode Routing

Intelligently route calls based on regions and avoid reduce or eliminate unnecessary transfers and redirects.

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Dynamic Messaging

Call centers are engineered and staffed around queue time, some industries have a high tolerance for longer queue times others a low tolerance.  Whatever your defined service levels and queue time you can make it more enjoyable experience by providing messaging geared to the caller.  We can create a smart rotation of marketing messages where the caller never hears the same message twice and create and educational or upsell experience.

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Voicemail Queue

Voicemail is the blackhole of call centers, no visibility, no accountability, increased customer contacts and a negative customer experience.  A voicemail queue will provide reporting, accountability and increased customer confidence in response time reducing the repeat calls.

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Email Queuing

With Cisco Finesse integrated desktop and Social Miner you have a simplified approach to implementing an email queue.  No more need for elaborate distribution groups with no reporting.  A properly design email queueing system can increase response times, improve customer satisfaction and improve visibility to your resources and service levels.

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Whisper Tone

Whisper tone or announcement will play a quick message to the agent prior to connecting the caller informing the agent of the call type.  With the increased usage of desktop applications and notifications there is reduced requirements for a whisper tone but sometimes still powerful for the highly efficient call center resource.

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Auto-Reskilling

With the latest API’s provided by Cisco UCCX you now have the ability to dynamically change skills of employees based on realtime conditions.  This is a powerful feature that can streamline overflow conditions and simplify staffing and scheduling.

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Wrap-up Data

The best service call is no service call, strategically leverage wrap up data to properly engineer menu changes and implement automation and reducing the need for live agents.

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Outbound Dialer

Common practice in staffing a call center is to find an acceptable service level close to your busy hour metrics leaving countless man hours available for other job functions.  Increase agent occupancy by implementing a strategic outbound dialing campaigns with either preview or predictive dialers.

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Survey Application

Inspect what you expect, a common term in management beliefs and critical to increased customer rating scores.  With post call treatment now available in Cisco UCCX you can implement caller surveys and report on the success of your customer engagements.

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Workforce Management

A properly engineered WFO solution can simplify management and save thousands.  The science of quality management, call and screen recording, agent survey, speech analytics,  scorecarding, forecasting and adherence is critical to managing a properly staffed contact center.  If you have of twenty or more agents then you should be seriously considering a WFO solution. 

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Omni Channel

Voice/Email/Chat/Text all in a single queue to a single interface with a single reporting engine.  Create an omni channel strategy and allow your customers to communicate with you on their preferred medium.  Millennials are a texting generation and are now in a position of purchasing power and would prefer to text than talk.  Do you have a plan for texting?

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Website Click to Call

 A website click to call button is as important as click to chat.  85% of consumers will review a company website prior to contact, simplify and streamline their ability to communicate live with a click to call button where they fill out a short form, hit submit and their phone is ringing instantly with an agent on the line.  You can even save a shopping cart from being abandoned with a properly designed click to call.

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For more information please call us at 207-558-8600 or email us at sales@workflowconcepts.com

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