For contact centers to operate effectively it is essential to monitor and measure the productivity of agents. Verint provides deep integration with Cisco Unified Contact Center Express (UCCX) to enrich your recorded customer interactions.
Verint and Cisco UCCX
Cisco recommends the UCCX solution for mid-market, enterprise branches and corporate departments up to 3-400 agents. At any size above 10-20 our customers you start to feel the need for a structured quality assurance process to ensure high customer service levels. While UCCX provides reporting and a comprehensive statistics, recording is vital for a successful quality management process. However, your recordings without precise contact center information are very hard to navigate. You need integration with your contact center.
Enriching call details based on Cisco UCCX
Cisco UCCX Cisco integration comes built-in in the Verint platform without extra charges. While recording calls and optionally your agent’s screens, it will talk to your contact center and collect additional information about each phone call.
Based on that data you get additional functionality in Verba:
- Dialed number searches – search for customer calls that came through a specific phone number into your contact center
- Contact center queue-based QM projects – you can automatically add all calls coming from a queue to a certain quality management project
- Identifying calls of an agent – you can focus on the calls of a certain agent, you will know their identity regardless of where they are placed in the contact center
- Search in Interactive Voice Response (IVR) input – additional customer information collected from IVR are available (think customer IDs and zip codes, etc.)
You will generally get more insight into the history of your recorded calls.
About Cisco UCCX
Easy to deploy and use, Cisco Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.