Cisco UCCX

Introduction

Cisco Unified Contact Center Express (UCCX) is a comprehensive customer interaction management solution for small to medium-sized businesses. It enables companies to improve customer service and increase agent productivity by providing a single, unified platform for managing all customer interactions. UCCX includes a range of features such as automatic call distribution (ACD), interactive voice response (IVR), call routing, and reporting.

Architecture

UCCX is built on a distributed architecture that includes a number of different components. The primary components of a UCCX deployment include the UCCX server, the Cisco Unified Communications Manager (CUCM), and the IP phone.

The UCCX server is the central point of control for the UCCX system. It is responsible for managing all interactions between customers and agents, and for providing advanced call routing and reporting features. The UCCX server is typically deployed on a dedicated server or virtual machine.

CUCM is the Cisco IP telephony solution that provides call control and management for the UCCX system. It is responsible for managing the registration and call processing of IP phones and other devices that are connected to the UCCX system. CUCM is typically deployed on a separate server or cluster of servers.

IP phones are the devices that are used by agents to handle customer interactions. UCCX supports a wide range of IP phones from Cisco, including the Cisco 7900 series, Cisco 8900 series, and Cisco 9900 series.

Features

UCCX provides a wide range of features that are designed to improve customer service and increase agent productivity. Some of the key features of UCCX include:

• Automatic Call Distribution (ACD): UCCX includes advanced call routing features that enable incoming calls to be automatically distributed to the most appropriate agent based on factors such as skill level, availability, and language.
• Interactive Voice Response (IVR): UCCX includes a powerful IVR system that enables customers to interact with the UCCX system using touch-tone or voice commands. IVR can be used to route calls to the most appropriate agent, provide information to customers, or gather information from customers.
• Call Routing: UCCX includes advanced call routing features that enable calls to be routed to the most appropriate agent based on factors such as skill level, availability, and language.
• Reporting: UCCX includes a comprehensive set of reporting features that enable managers to monitor and analyze agent performance, track customer interactions, and identify areas for improvement.
• Agent Desktop: UCCX includes an Agent Desktop application that provides agents with a single interface for handling all customer interactions. The agent desktop includes features such as call control, call history, and customer information.

Conclusion

Cisco Unified Contact Center Express (UCCX) is a comprehensive customer interaction management solution for small to medium-sized businesses. It enables companies to improve customer service and increase agent productivity by providing a single, unified platform for managing all customer interactions. UCCX provides a wide range of features such as automatic call distribution (ACD), interactive voice response (IVR), call routing, and reporting, that are designed to improve customer service and increase agent productivity.