Cisco Unified Contact Center Express (UCCX)
The Intelligent CX Engine for Modern Call CentersCisco Unified Contact Center Express (UCCX) powers the CX layer of the Cisco Call Center Solution. It provides call routing, IVR automation, skill-based distribution, and AI-enabled self-service, ensuring that every customer interaction is handled intelligently, efficiently, and personally.
Cisco Call Center Solutions
Skill-Based and Priority-Based Routing
- UCCX ensures every customer is connected to the right agent using skill levels, customer type, or service priority.
- Reduces waiting times and improves first-call resolution rates, boosting CX satisfaction.
- Administrators can dynamically adjust routing logic based on time, campaign, or service load.
Advanced IVR and Self-Service
- The built-in IVR engine allows call center CX designers to create voice menus, surveys, and self-service portals using Cisco’s drag-and-drop editor.
- Customers can check order status, account balance, or service updates without speaking to an agent.
- Supports text-to-speech (TTS) and automatic speech recognition (ASR) for natural, AI-like interaction flow.
Real-Time Reporting and Analytics
- Supervisors can monitor active calls, agent status, queue lengths, and service levels in real time.
- Historical reports provide detailed insights into call center CX metrics, including average handle time, abandon rate, and customer wait time.
- Data can be exported or integrated into BI dashboards for deeper performance analysis.
Agent Desktop and Supervisor Console
- Agents use the Cisco Finesse interface — a web-based desktop tool that displays live call details, scripts, and customer context.
- Supervisors can silently monitor calls, provide whisper coaching, or intervene directly to maintain service quality.
- Improves operational control and CX consistency across teams.
Omnichannel CX Experience
- Extends beyond voice — integrating chat, email, and social channels through third-party connectors.
- Provides unified visibility of all customer interactions, regardless of channel, ensuring a consistent CX journey.
- Enhances customer satisfaction by allowing smooth transitions between channels without losing context.
CRM and Business Integration
- UCCX integrates easily with major CRMs (Salesforce, Dynamics 365, ServiceNow), pulling up customer data instantly when a call arrives.
- Agents see customer history, open cases, and preferences, creating a personalized CX experience.
- Enables click-to-call, screen pop-ups, and contextual workflows to improve efficiency.
AI-Based Call Flow and Automation
- Integrates with AI engines for chatbots, virtual agents, and predictive engagement.
- Uses analytics to predict customer intent and automatically provide next-best actions to agents.
- Significantly reduces average handling time while maintaining high-quality CX outcomes.
Customizable Scripting and Workflow Automation
- UCCX’s Script Editor enables complete customization of call flows — from greetings to post-call surveys.
- Businesses can automate complex routing, language selection, time-based call distribution, or escalation logic.
- Flexibility allows rapid adaptation to evolving business and CX requirements.
High Availability and Reliability
- Built on Cisco’s resilient architecture, UCCX supports active-standby redundancy, ensuring zero downtime for critical call center operations.
- Automatic failover and call preservation maintain business continuity during system maintenance or unexpected failures.
Enhanced Quality Management and Recording
- Integrates with Cisco’s recording platforms to capture voice interactions for compliance and training.
- Supervisors can review calls, tag feedback, and use AI analytics to measure sentiment and tone for better CX optimization.
Why Choose Us as Your Cisco Call Center Solution?
Certified Cisco professionals with extensive experience in both on-premises and cloud contact center technologies.
End-to-end service delivery from consultation, design, and implementation to training and support.
Proven track record of successful deployments across industries and company sizes.
Focus on maximizing ROI through tailored, scalable, and future-proof solutions.