UCCX Virtual Agent

Workflow Concepts has developed a direct integration from Cisco UCCX to Google’s Artificial Intelligence application Dialog Flow.  This integration will reduce the need for live agents and improve the customers journey across their preferred access methods of phone calls, text messaging and email communication 24x7.

Callback Virtual Hold

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

Work From Home Agent

Cisco UCCX simplifies the ability to have agents work from home with Extend and Connect.  Simply leverage Cisco Jabber configured for Extend and Connect with Finesse and any available phone line can be an agent line.  Implement your call center with guaranteed quality by using a landline or a cellphone.

Customer Journey Gadget

Workflow Concepts custom Finesse gadget that provides interaction history with the ability to add notes and other important details of each transaction providing ongoing customer journey details.

Dynamics CRM Screenpop

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%..

Express View

Realtime reporting solution with threshhold notifications.

Agent Texting

Workflow Concepts Finesse agent texting gadget enables your agents to handle multiple texts at the sametime while prioritzing inbound or outbound phone calls.

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. With our advanced integration we can process email with speech to text using Google speech services and write the transcription to an email to be queued to an agent.

Call Pick System

Traditional approach to call distribution is a push approach based on first in first out and agent availability.  For the customers that need the ability to priortize the order in which they receive calls based on call type or caller urgency we have developed a queue pick system that will provide the agent to pick the caller based on realtime caller needs.

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. 

Integrated 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.

IVR Automation Self Service

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.

Agentless Routing

Agentless routing will provide you the ability to reach non-agent resources over a cellphone or landline connection while maintaining a queue structure to provide your callers with a postiive experience.  Common applications for agentless routing can be leverage for offhours escalation and hunting for oncall resources.

SLA Routing

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

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.

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.

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.

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 twenty or more agents then you should be seriously considering a WFO solution. 

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.

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?

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.