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Cisco Packaged Contact Center Enterprise (PCCE) 12.6 EFT

March 2021

This demonstration adds the following capabilities: Cisco Agent Answers and Transcription. It also includes all the features from the previous versions with limited support.

Overview

Cisco Packaged Contact Center Enterprise (Packaged CCE) provides an enterprise-class contact center in a pre-packaged deployment model that’s easy to install, configure, and administer. Packaged CCE offers easier ordering with a price advantage, reduced presales and post-sales cycles, and simplified deployment, operation, and maintenance. Packaged CCE includes Unified Communications Manager, Unified Customer Voice Portal (CVP), Enterprise Chat and Email, Unified Intelligence Center, and the Finesse web-based agent desktop. Packaged CCE is available for contact center deployments with up to 12,000 agents.

Cisco is introducing Agent Answers, our brand new cloud-based “intelligent agent” that’s powered by Google and Cisco Contact Center AI. Agent Answers listens to customer conversations in real-time, and provides contextual assistance to your agents such as process guidelines, pricing, membership benefits, coupons, policy updates, and other key information relevant to the request, while they’re interacting with a customer.

Agent Answers helps your agents be more informed and knowledgeable while assisting customers, saving time and minimizing the need for agents to go searching for information while the customer is waiting. Agents feel empowered and productive, and this leads to improving their morale and loyalty to you. Studies show that the more loyal your employees are, the more loyal your customers are.

What’s New in 12.6 EFT

  • Cisco Agent Answers and Transcription
  • Chat Translation

Scenarios

There is a dedicated guide for each of the following demonstration features:

  • PCCE 12.6 EFT Setup Guide
    • Creating a dCloud Customer Profile
    • Importing the CA Root and Sub-Certificates to Your PC
  • PCCE 12.6 EFT Agent Answers
    • Scenario 1: Agent Answers
  • PCCE 12.6 EFT All Verticals Demonstration Guide
    • Scenario 1: OmniChannel Customer Service
    • Scenario 2: Precision Queue API/Certification Training Demo
    • Scenario 3: Shifting Channels with Visual IVR
    • Scenario 4: Supervisor Desktop and Cisco Unified Intelligence Center Reporting
  • PCCE 12.6 EFT Cisco Webex Experience Management (WXM)
    • Scenario 1: Cisco Webex Experience Management (WXM)
  • PCCE 12.6 EFT AI/BOT Demonstration Guide
    • Scenario 1: AI/BOT from the Cumulus Website
    • Scenario 2: AI/BOT from the Cumulus Website with Chat Translation
    • Scenario 3: AI/BOT from the Cumulus Facebook Page
    • Scenario 4: AI/BOT from an SMS Interaction
    • Scenario 5: AI/BOT from Conversational IVR
  • PCCE 12.6 EFT Salesforce with Bucher+Suter Demonstration Guide
    • Scenario 1: Bucher+Suter Connects Agent Desktop
    • Scenario 2: Bucher+Suter Connects Supervisor Desktop
  • PCCE 12.6 EFT Salesforce with Consilium Demonstration Guide
    • Scenario 1: Consilium Salesforce Integration
  • PCCE 12.6 EFT ServiceNow with Bucher+Suter Demonstration Guide
    • Scenario 1: Bucher+Suter Connects Agent Desktop
  • PCCE 12.6 EFT Microsoft Dynamics with Bucher+Suter Demonstration Guide
    • Scenario 1: Bucher+Suter Connects Agent Desktop
  • PCCE 12.6 EFT Mobile App Demonstration Guide
    • Scenario 1: dCloud Contact Center Mobile App
    • Scenario 2: AI/BOT from an SMS Interaction
  • PCCE 12.6 EFT Upstream Works OmniChannel Customer Service Demonstration Guide
    • Scenario 1: OmniChannel Customer Service
    • Scenario 2: Additional Features
  • PCCE 12.6 EFT Outbound Calling Demonstration
    • Scenario 1: Cisco SPOG Campaigns
    • Scenario 2: Acqueon LCM List and Campaign Manager
    • Scenario 3: Consilium UniCampaign List and Campaign Management
  • PCCE 12.6 EFT Webtext MCM Demonstration Guide
    • Scenario 1: Webtext MCM
  • PCCE 12.6 EFT Consilium UniDashboard Demonstration Guide
    • Scenario 1: Consilium UniDashboard
  • PCCE 12.6 EFT Web Self Service Demonstration Guide
    • Scenario 1: Web Self-Service and AI Guided Help
  • Cisco Webex Workforce Optimization (WFO)
    • Scenario 1. Agent Experience
    • Scenario 2. Supervisor Experience
    • Scenario 3. Analytics at the Macro and Micro Levels
    • Scenario 4. Workforce Management – Forecasting & Scheduling
  • Branding Your Demonstration Guide
    • Scenario 1: Customizing the IVR Prompts
    • Scenario 2: Branding Your Website
    • Scenario 3: Customizing the Mobile App Skin
    • Scenario 4: Customizing AI/BOT
    • Scenario 5: Testing Your New Vertical

Demonstration Components

    • Cisco Packaged Contact Center Enterprise 12.6 EFT
    • Cisco Unified Communications Manager 11.5(1)
    • Cisco Unified Communications Manager IM and Presence 11.5(1)
    • Cisco Unified Intelligence Center 12.5(1)
    • Cisco SocialMiner 12.6 EFT
    • Cisco Finesse 12.6 EFT
    • Cisco Unified Customer Voice Portal 12.6 EFT
    • Cisco Enterprise Chat and Email 12.5(1)
    • Cisco Virtual Voice Browser 12.6 EFT
    • Nuance Speech Suite 11.0(3)
    • Upstream Works for Finesse 4.0
    • eGain Solve 17.0(7)
    • Acqueon LCM 4.2
    • Jacada VIVR 9.0(1)
    • B+S Salesforce Connects 4.8
    • Consilium UniCampaign 7.0
    • Workstations (Windows 10)

Get Started & Resources