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Chapter 8. Cisco Unified Contact Center Express
Cisco Unified Contact Center Express (UCCX) is an all-in-one multichannel solution for small and medium-sized help desks and contact centers with support for up to 400 agents. UCCX offers small to mid-enterprise level contact center features, such as Interactive Voice Response (IVR), Automatic Call/Contact Distribution (ACD), Outbound Dialer, Multi-Channel Communication (email, web chat), and Computer Telephony Integration (CTI).
Cisco UCCX Architecture
Figure 8-1 illustrates the Cisco UCCX architecture and its interaction with the Cisco Collaboration solution.
Figure 8-1 Cisco UCCX Architecture .
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What is Cisco Unified Contact Center Express (UCCX)?
Cisco Unified Contact Center Express meets the requirements of midmarket and corporate branch offices or departmental businesses that need easy-to-deploy, easy-to-use, safe, virtual, extraordinarily accessible, and advanced management of client communication.
Cisco Unified Contact Center Express (UCCX) is a “contact center in a box,” providing a customer interaction management solution for up to 400 agents that is safe and simple to deploy. It is an Automated Call Distribution (ACD) scheme based on IP that queues and distributes incoming calls intended for customers (agents) of Cisco Unified Communications Manager organizations.
Cisco Unified Contact Center Express features strong, agent-based service, as well as fully integrated self-service apps, which leads to decreased company expenses and enhanced client reaction by providing a sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), integration of computer telephony (CTI) and single-server agent and desktop services.
Unified CCX offers a multimedia (voice, information, and internet) customer-care application environment that enhances contact center effectiveness by simplifying business integration, facilitating agent management, improving agent flexibility, and improving network hosting.
Cisco Unified Contact Center Express helps to guarantee the inbound and outbound voice and email guidelines for your company. In contrast, customer interaction management helps guarantee the first delivery of each contact to the correct agent.
Maximum ROI is given for contact centers when your company’s business rules can impact the contact center’s conduct. Cisco Unified Contact Center Express’s routing capacities facilitate categorizing and prioritizing client contacts in a manner that best meets your company’s needs to guarantee that each contact is routed to the correct agent at the correct place the first time, maximizing the first call resolution.
Cisco Unified Contact Center Express’s routing promotes a wide variety of routing logic that can precisely target and selectively route various contact classes or even identify individual contacts for tailored, prioritized routing.
Unified CCX offers alternatives for addressing functional areas of various contact centers, such as:
- Inbound voice
- Outbound campaign
- Agent email
- Webchat
- Social Media integration
- Next-generation historical and real-time reports and dashboards
To collect caller information and classify incoming calls, the Unified CCX can be used to route calls to particular agents or even integrate with Unified IP IVR.
Developers can use Unified CCX to integrate by:
- Computer Telephony Integration (CTI) Protocol: enables clients to create desktops and reporting applications for custom 3rd party agents and supervisors.
- REST API Set-up: allows clients to access the configuration of the administrator to create a custom administration interface or automate the installation of Unified CCX.
- Cisco Unified CCX Editor: allows clients to use a visual programming environment to generate telephony and multimedia application scripts.
- Cisco Identity Service Client SDK: allows end consumers to use different web applications and apps constructed with the REST APIs within the Cisco Contact Center solution after a single login.
Cisco Unified Contact Center Express is accessible in three packages (Standard 11.0 and below, Enhanced, Premium), all customized to satisfy the requirements of your client contact.
Profits for business
- Improved client satisfaction and allegiance with full contact
- Important cost optimization with an all-in-one solution that is easy to deploy and easy to use
- Improved productivity of the workforce so that you can do more with less
Technical summary
The Unified CCX scheme includes the following parts that provide other apps with programmable interfaces:
- Unified CCX Engine
- Administration API Web Application
- Finesse
Besides these parts operating on UCCX, SocialMiner, which is used in client cooperation chat and email channels in the UCCX solution, offers interfaces for building custom internet chat clients.
Unified CCX Engine
The Unified CCX Engine performs the Contact Center Express critical tasks, including:
- IVR features for voice calls
- Programmable scripting
- Management of agents and contacts
- Queue contact and routing
- Integration of computer telephony (CTI)
- Live data generation and historical reports
The CTI Server and the Programmable Scripting Engine are the two interfaces that are capable of interacting with the Unified CCX Engine for external apps.
CTI Server
To name a few, the CTI Server is responsible for keeping track of calls, agent states, and socket connections to all CTI clients. It also processes CTI customer applications and sends updates when modifications occur. The CTI customers connect and communicate via the Unified CCX CTI Protocol to the CTI Server / CCX Engine. Applications can use the CTI Protocol to:
- make agent login requests
- manage state
- make/answer/drop calls
- receive agent and team configuration events
- silently monitor calls
- and many more operations
Programmable Scripting Engine
Unified CCX offers developers the capacity to program the engine’s company logic of managing a Voice Call or a Web User Contact. Scripting involves building the business workflow using the Unified CCX Editor, a proprietary domain-specific programming tool, and saving the defined workflow as a file to be uploaded to UCCX via the web administration and REST interface.
The Unified CCX Editor offers a graphical user interface for creating and testing the script offline or directly causing a voice call or HTTP on the UCCX server to which the Editor is attached.
It is necessary to select the script’s individual programming steps from a current set of steps. If the available steps are not sufficient, the Java programming language can be used to implement customized actions.
Unified web application for CCX administration
The Unified CCX Administration Web Application exposes REST APIs for setup, which can be used to conduct all UCCX system configurations on Day 1 and Day 2. These setup APIs can be used to perform all original system setups and configuration tasks usually performed after installation.
The following diagrams outline the standard URL structure of the configuration APIs and the supported typical operations.
The typical flow of an entity’s updating activities must be:
1-Retrieving all instances of the entity
2-Choose the instance to be modified and get the instance Id
3-Retrieve the information on the specific instance, using the instance Id of the entity
4-Make the required modifications to the entity payload
5-Update the specific entity using the updated entity payload
Some of the examples of what Configuration/Administration APIs can be used to build are:
- Advanced Campaign Management
- Agent Reskilling
Finesse
Finesse offers REST APIs for voice call control and state administration of agents. In connection with the Unified CCX Engine, Finesse uses the CTI Protocol. Finesse is co-resident with UCCX in a Unified CCX solution, which means it is a component of the Unified CCX installer.
The customers will be agnostic of the CTI protocol when using the Finesse REST APIs. The REST APIs abstract all call control operations and agent state management activities traditionally conducted using CTI emails.
SocialMiner
Cisco SocialMiner functions as the point of entry for chat and email channels in a UCCX solution. It handles the chat and email media flow to the client who launched the chat or email from the agent desktop.
SocialMiner displays REST APIs that can be used for UCCX internet chat custom internet customers.
What can a Unified CCX developer do?
Unified CCX enables three integration points for developers:
1-CTI Protocol: CTI protocol can create an agent desktop, create a reporting application, or integrate it into an existing application. The CTI Protocol Developer Guide provides documentation.
2-Configuration APIs: These APIs can create a custom administrator application or automate the Unified CCX system setup. Documentation can be discovered in the Developer Guide for the Configuration API.
3-Scripting: Scripting enables clients to use a visual programming environment to produce telephony and multimedia application scripts. The Scripting and Development Series Guide provides documentation.
4-Identity Service: The SDK Identity Service Client enables end customers to use different web applications and apps constructed with the REST APIs within the Cisco Contact Center solution after a single login. The Cisco Identity Service Client SDK Guide provides documentation.
In addition to the above points of integration with Unified CCX, the Unified CCX solution contains two additional points of integration:
1-Finesse REST APIs: You can use the Finesse REST APIs to perform agent operations like login, change status, and make calls. The Finesse Developers Guide provides documentation.
2-SocialMiner: You can use the SocialMiner REST APIs to create custom internet customers for an internet chat with UCCX. Documentation can be discovered in the Developer Guide for SocialMiner.
Cisco Unified Contact Center Express (UCCX)
Cisco Unified Contact Center Express (UCCX) is a complete “Contact Center in a Box.” It delivers call routing, management, and administration features, and is designed for businesses ranging from very small to enterprise branch offices up to 400 agents. Easy to deploy and easy to use, UCCX has the security and capabilities you need. Its simple design reduces complexity, eases administration, and increases flexibility, so you can focus on what really matters—your customers. As a Cisco Gold Partner, our engineers are certified experts in the platform and can design, provision, deploy, and customize your solution to fit your needs.
Cisco UCCX: Three Models
Standard
The standard model is fully equipped with the features and capabilities to handle the needs of a modern contact/call center and create a memorable customer experience.
Enhanced
Expand your customer service options with UCCX Enhanced. This model gives you access to call recording, quality management, the Finesse Agent and Supervisor Desktop, and more.
Premium
At the premium level, every capability is unlocked. Your environment can wield everything that Cisco UCCX has to offer.
Mindsight and UCCX: Improving the Contact Center on All Fronts
Automatically Distribute Calls
Better manage incoming calls with conditional routing, call-in-queue, and expected-wait-time messages.
Multichannel Capabilities
UCCX includes several multi-channel capabilities to interact with customers however they like, such as voice, email, web chat, and social media.
Presence Tools
Contact/call center agents can tell which of their coworkers are available with just a glance. Then, they can forward calls or contact any available team member for assistance if necessary.
Increase Contact/Call Center Efficiency
Turn your contact/call center into a well-oiled machine with features such as workforce management, advanced quality management, and mobile supervisor. These features provide real insight for the management team with staffing recommendations, reports, and skill assessments.
Improve Contact/Call Center Performance
Between improved performance and workforce productivity, UCCX creates a more effective contact/call center on all fronts.
Easy to Deploy and Use
The UCCX system is an exceptionally easy-to-deploy, easy-to-use, all-in-one solution.
Cisco uccx что это
Ресурсы ИЦ Телеком-Сервис
ИТ-инфраструктура, системы безопасности, инженерные системы, ИТ-консалтинг
www.tls-group.ru
коммуникационные решения и телефония
www.tlsgroup.ru
системы связи Avaya
www.avaya-s8500.ru
монтаж и проектирование ЦОД
www.datacenter-ts.ru
Система обработки вызовов клиентов на решениях Cisco Systems и Zoom International
Предлагаем Вашему вниманию типовую автоматизированную систему обработки вызовов на базе унифицированного контакт-центра Cisco Unified Contact Center Express 10.5 и других продуктов Cisco Systems.
В состав системы входит:
- Cisco Unified Contact Center Express Premium (расширенная версия) в качестве платформы контакт-центра
- Cisco Unified Communications Manager в качестве IP-платформы
- Система исходящего обзвона с поддержкой U-Nexis
- Zoom CalRec — система записи телефонных разговоров
- база данных CRM на основе Microsoft Dynamic.
Cхема построения автоматизированной системы обработки вызовов на решениях Cisco Systems
Cisco Unified Contact Center Express 10.5 — унифицированный контакт-центр Cisco
Продукт Cisco® Unified Contact Center Express (Unified CCX) — простое в развертывании и эксплуатации решение для организации многоканального и мультимедийного взаимодействия внутри контакт-центра высокой доступности, в департаментах и филиалах компаний любого масштаба.
Платформа Unified CCX поддерживает технологии виртуализации и интеллектуальной маршрутизации и обеспечивает одновременную работу до 400 АРМ операторов и супервизоров call-центра.
Cisco Unified Contact Center Express — это полнофункциональный контакт-центр, использующий все преимущества Унифицированных коммуникаций Cisco.
Контакт-центр Cisco Unified CCX полностью интегрируется с IP-платформой Cisco Unified Communications Manager или Cisco Business Edition 6000.
Преимущества для контакт-центров:
- простое управление и администрирование
- простая инсталляция и настройка интерфейса пользователя на рабочих местах операторов
- гибкая интеграция с бизнес-приложениями и сетевыми сервисами
- легкое управление группами операторов
- эффективное многоканальное обслуживание клиентов
- два формата взаимодействия: диалог с оператором и автоматическое голосовое меню
- сокращение времени обслуживания клиента
- поддержка удаленных и надомных операторов.
В состав решения входит интеллектуальная система распределения вызовов (ACD), система интерактивного голосового взаимодействия (IVR), CTI, приложения для операторов и супервизоров, приложение статистики отчетности и подсистемы для обслуживания интернет-обращений.
В контакт-центре Cisco любой входящий вызов попадет к требуемому оператору, так как маршрутизация звонков выполняется на основе заданных бизнес-правил для каналов взаимодействия контакт-центра: голосовых вызовов, электронной почты, веб-чата и CRM-приложений.
Рабочее место оператора контакт-центра Unified CCX на смартфоне
Операторы контакт-центра могут использовать собственные смартфоны iPhone под управлением ОС Android в качестве рабочего интерфейса для взаимодействия с клиентами.
При работе оператор может использовать гибкую настройку всплывающих окон, указывать текущий статус (ready / not ready) и причины отсутствия, например обед, технический перерыв, обучение и другое.
Доступные версии для заказа
Cisco Unified Contact Center Express предлагается в трех версиях: Standard, Enhanced и Premium.
Cisco Unified Contact Center Express 10.6
С декабря 2014 доступа версия продукта Cisco Unified Contact Center Express 10.6, поддерживающая миграцию на Finesse Cisco (АРМ супервизора и оператора) и смешанный режим работы: голос, электронная почта, веб-чат. Cisco Unified CCX 10.6 интегрирован с почтовыми серверами MS Exchange 2010 и 2013, поддерживает протоколы IMAP/SMTP.
Из других возможностей:
- 2 алгоритма маршрутизации
- более опытный (Skilled)
- перевод вызова на оператора, отправившего последний ответ на письмо клиента
- расширенные инструменты редактирования текста
- поддержка вложений
- повторная постановка вызовов в очередь
- библиотека шаблонов ответов
- обработка электронных запросов с помощью SocialMiner
- гаджет для Cisco Finesse – АРМ супервизора и оператора.
В комплект поставки Cisco Unified Contact Center Express 10.6 Premium входят лицензии на 60/120 операторов в зависимости от VM OVA.
Cisco Unified Communications Manager
Система Cisco® Unified Communications Manager — простое в управлении решение, объединяющее функции голосовой связи, обеспечения мобильности рабочих мест, обмена сообщениями и голосового шлюза в одном устройстве.
Объединение всех приложений на одном сервере позволяет создать недорогое решение, простое в настройке, управлении и использовании. Это снижает совокупную стоимость владения и позволяет плавно перейти от устаревших систем телефонии к унифицированным коммуникациям.
Система исходящей связи на базе U-Nexis
Преимущества для контакт-центра:
- Preview, Predictive, Progressive
- статистика: исторические отчеты, панель с отображением оперативных показателей
- управление бизнес-правилами, стратегией и кампаниями дозвона
- управление списками номеров
- использование email и SMS – каналов для кампаний исходящей связи
- управление коммуникациями нескольких департаментов компании с разными целями и задачами
- интеграция с CRM и другими базами данных с помощью WebService API
- интеграция с Cisco Finesse для предоставления оператору расширенной информации о контакте.
- 5 лицензий бесплатно для новых UCCX 10.5.
Функциональные возможности:
- точное следование стратегии дозвона с учетом корректировок операторов
- единое управление списком Do Not Call (не звонить) на уровне кампании/всей системы
- автоматический отбор контактов для дозвона по расписанию/в ручном режиме
- добавление/исключение номера из списка дозвона в любой момент
- автоматическая проверка внешнего номера клиента перед набором.
ZOOM CallREC – система записи разговоров для систем IP-телефонии и контакт-центров
ZOOM CallREC — система записи записи, хранения, просмотра и управления многоканальным взаимодействием с партнерами и заказчиками контакт-центра.
Решение включает ряд специализированных инструментов, позволяющих эффективно работать с голосовыми записями для улучшения качества обслуживания клиентов и качества работы операторов.
Система ZOOM CallREC интегрируется с решениями Cisco Systems для контакт-центров и совместно с этими продуктами может быть развернута на единой платформе с общим управлением.
ZOOM CallREC масштабируется от записи по требованию на предприятиях малого бизнеса, до системы распределенной архитектуры в составе крупных коммерческих контакт-центров.