Voice Tech Solutions

Customer Care

Connected Digital Experience: Build loyalty and enduring relationships with your customers.

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Contact Center Solutions

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Enterprise helps businesses and organizations deliver a connected digital experience. You can provide contextual, continuous, and high capability journeys for your customers. Fault tolerance helps ensure uninterrupted operation, and comprehensive reporting provides business intelligence to optimize your contact center.

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Cisco Unified Contact Center Enterprise takes each contact to the most appropriate resource anywhere in the enterprise. In addition, it provides:
  • Built-in email and chat
  • Web-based agent desktop that makes it easy to provide customer information to agents
  • Support for video interactions
  • Powerful application programming interfaces for integrating task and outbound routing
  • Presence integration to increase caller satisfaction through improved agent performance
  • An included management portal

Cisco Unified Contact Center Express

Easy to deploy and use, Cisco Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.

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Cisco Unified Contact Center Express offers:
  • Sophisticated call routing and comprehensive contact management capabilities
  • E-mail, Web Chat and social media integration
  • Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages
  • Workforce optimization, including workforce management and advanced quality management
  • Next-generation historical and real-time reports and dashboards with flexible presentation options using Cisco Unified Intelligence Center

Cisco Hosted Collaboration Solution for Contact Center

Cisco Meeting Server (CMS)

Cisco Meeting Server brings premises-based video, audio, and web communication together to meet the collaboration needs of the modern workplace. It works with third-party devices, and provides an enjoyable and intuitive user experience. It also scales easily, and can be purchased using our all-in-one, user-based multiparty licensing offer.

Run your contact center completely in the cloud with Cisco Hosted Collaboration Solution for Contact Center. With rapid provisioning, flexible scalability, and lower support costs, you can benefit from more satisfied customers and fewer incoming calls.

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Significant features for Cisco Hosted Collaboration Solution for Contact Center include:
  • Support for both small and large contact centers, ranging from 10 to 12,000 agents per instance
  • Next-generation agent and supervisor desktop with Cisco Finesse
  • Support for multi-channel, outbound call campaigns and at-home agents
  • Intelligent contact routing with Cisco Precision Routing

Cisco Packaged Contact Center Enterprise

The Cisco® Packaged Contact Center Enterprise (Packaged CCE) customer care solution helps businesses and organizations deliver a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels.

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Packaged CCE includes a comprehensive feature set out-of-the-box from the following industry-leading products:
  • Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)
  • Cisco Unified Customer Voice Portal (for speech-enabled self-service)
  • Cisco Unified Intelligence Center (for comprehensive reporting)
  • Cisco Finesse web-based agent/supervisor desktop

Options for Contact Center Solutions

Cisco Finesse

Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well.

Cisco Finesse provides:
  • An agent and supervisor desktop that integrates traditional contact center functions into a thin-client desktop
  • A 100 percent browser-based desktop implemented through a web 2.0 interface; no client-side installations required
  • A single, customizable "cockpit", or interface, that gives customer care providers quick and easy access to multiple assets and information sources
  • Open web 2.0 APIs that simplify the development and integration of value-added applications and minimize the need for detailed desktop development expertise

Cisco Media Sense

Cisco Media Sense records conversations on the network rather than on a device. This simplifies the architecture, lowers costs, provides optimum scalability, and facilitates use by analytics applications from Cisco technology partners.

Cisco Media Sense provides:
  • An efficient, cost-effective foundation to help you capture, preserve, and mine conversations for business intelligence
  • Infrastructure for real-time monitoring of customer conversations with contact center supervisors
  • Simple APIs that implement open web standards, extensible with partners' value-added applications
  • Dual-stream recording of both sides of a conversation as separate but correlated entities for speech analytics

Imagicle Call Recording

Imagicle Call Recording is Imagicle's new solution for centralized call recording for Cisco UC platforms.
It's easy to use, reliable, flexible and at the right price, dedicated to any company that needs to record calls either for critical services with legal requirements, for operator training or just to keep track of important calls.
It offers two recording modes: Always On, where every single call is automatically recorded with no user intervention, and On Demand, for only those conversations that need to be recorded.

Imagicle Call Recording can be integrated with Cisco platforms in three ways, making it perfect for e-cloud hosted environments as well.

Cisco Outbound Option

The addition of the Cisco Outbound Option -- with its combination of outbound dialing modes -- complements the powerful inbound call-handling capability of the Unified Intelligent Contact Management Enterprise and Unified Contact Center Enterprise with a robust outbound call management solution.

Cisco Remote Expert Mobile

Cisco® Remote Expert Mobile is an software platform and solutions offer that enable customers to integrate real time voice/video communications and collaboration capabilities such as co-browse, file share and annotation features natively into iOS, Android and industry leading Browsers. The software platform includes Developer Software Kit, a Media Broker for firewall traversal and video transcoding, if required, and an Application Server that enables collaboration capabilities.

Cisco Social Miner

Cisco SocialMiner is a social media customer care solution that can help you proactively respond to customers and prospects communicating through public social media networks like Twitter, Facebook, or other public forums or blogging sites. By providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your social media customer care team, your company can respond to customers in real time using the same social network they are using.

Cisco Unified Call Studio

Cisco Unified Call Studio is an integrated development environment (IDE) for voice self-service applications which allows you to build sophisticated speech-enabled telephone self-service. By harnessing the power of Voice XML (Voice Extensible Markup Language) and built-in compatibility with Cisco Universal Gateway and non-Cisco interactive voice response (IVR) systems.

Cisco Unified Customer Voice Portal

Cisco Unified Customer Voice Portal combines open-standards support for speech with intelligent application development and industry-best call control to deliver personalized self-service to callers-either as a standalone interactive-voice-response (IVR) system or transparently integrated with a contact center.

Cisco Unified IP Interactive Voice Response (IVR)

Cisco Unified IP Interactive Voice Response (IP IVR) is designed to enhance the efficiency of your organization by simplifying business process integration, increasing flexibility, and providing efficiency gains in network hosting.

Cisco Unified Intelligence Center

Extend the boundaries of traditional contact center reporting. With Cisco Unified Intelligence Center, you can create a comprehensive information portal where Contact Center reports and dashboards can be developed and shared throughout your organization.

Cisco Unified Intelligent Contact Management Enterprise

Cisco Unified Intelligent Contact Management Enterprise enables you to transparently integrate traditional inbound and outbound voice applications with Internet applications such as real-time chat, Web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen. Because each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute

Cisco Unified Workforce Optimization

Cisco Unified Workforce Optimization supports supervisors and managers to help them take immediate action, plan evaluations, and make adjustments to optimize contact center team performance - the key to increasing customer satisfaction.

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