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Cisco Unified Contact Center Express (UCCX) 12.5 SU1 v1

June 2021

Overview

Cisco Unified Contact Center Express (CCX) helps businesses and organizations deliver a connected digital experience, enabling contextual, continuous, and capability-rich journeys for your customers, across time and channels. This easy-to-deploy and easy-to-use solution supports up to 400 agents and is designed for midmarket companies or enterprise branch offices. Secure and highly available, it supports powerful agent-based services and fully integrated self-service applications, including Automatic Call Distributor (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and digital channels including email and chat, and customer experience management tools.

Cisco Unified CCX helps deliver each of your contacts to the right agent the first time. It enables this accuracy with sophisticated business rules for inbound and outbound voice, email, web chat, and customer interaction management. Cisco Unified CCX also offers numerous agent and desktop services and can scale to larger, more demanding environments.

 

What’s New in 12.5 SU1 v1

  • Agent Device Selection
  • Multi-Tab Gadget
  • License Reservation

 

Scenarios

  • UCCX 12.5 SU1 v1 Setup Guide
    • Creating a dCloud Customer Profile
    • Importing the CA Root and Sub-Certificates to Your PC
  • UCCX 12.5 SU1 v1 What’s New in 12.5 SU1
    • Scenario 1: Agent Device Selection
    • Scenario 2: License Reservation
  • UCCX 12.5 SU1 v1 All Verticals Demonstration Guide
    • Scenario 1: OmniChannel Customer Service
    • Scenario 2: Supervisor Desktop and Cisco Intelligence Center Reporting
    • Scenario 3: CCX Script Editor
  • UCCX 12.5 SU1 v1 2Ring
    • Scenario 1: Agent Managing Voice Calls
    • Scenario 2: Agent Managing Email and Chat
    • Scenario 3: Supervisor Desktop Overview
  • UCCX 12.5 SU1 v1 WXM
    • Cisco Webex Experience Management (WXM)
  • UCCX 12.5 SU1 v1 Salesforce Demonstration Guide
    • Scenario 1: Bucher+Suter Salesforce Integration
  • UCCX 12.5 SU1 v1 Mobile App Demonstration Guide
    • Scenario 1: dCloud Contact Center Mobile App
    • Scenario 2: AI/BOT from an SMS Interaction
  • UCCX 12.5 SU1 v1 AI/BOT Demonstration Guide
    • Scenario 1: AI/BOT from the Cumulus Website
    • Scenario 2: AI/BOT from the Cumulus Facebook Page
    • Scenario 3: AI/BOT from an SMS Interaction
    • Scenario 4: AI/BOT from Conversational IVR
  • UCCX 12.5 SU1 v1 Outbound Calling Demonstration
    • Scenario 1: Outbound Calling Campaigns
  • 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
  • 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

 

Demonstration Components

  • Cisco Unified Contact Center Express Server 12.5 SU1
  • Cisco Customer Collaboration Platform 12.5 SU1
  • Cisco Unified Communications Manager 12.5
  • Cisco Unified Communications Manager IM and Presence Service 12.5
  • Nuance Speech Suite 11.0(3)
  • B+S Salesforce Connects 4.8
  • 2Ring Gadgets 5.1
  • Workstations (Windows 10)

Get Started & Resources

  • Schedule this demo and get the lab guide:

https://dcloud-cms.cisco.com/demo/cisco-unified-contact-center-express-uccx-12-5-su1-v1