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Cisco Unified Contact Center Express (UCCX) 12.5 v1

Date
July 2020

Overview

The Cisco Unified Contact Center Express (UCCX) offers an integrated, full-featured solution for managing customer contacts while retaining all the benefits of a fully converged Cisco Unified Communications deployment. UCCX delivers sophisticated call routing, conversational IVR capabilities, management, and administration features for departmental, enterprise branch office, or small- to medium-sized enterprise customer care needs. It enables you to customize a customer’s website.

Cisco Unified Contact Center Express offers easy installation, configuration, and application hosting, as well as reduced business application integration complexity, ease of agent administration, increased agent flexibility, and network hosting efficiencies. With these features, Cisco Unified Contact Center Express continues the evolution toward a true Customer Interaction Network.

For more information about Cisco Contact Center Express, visit www.cisco.com/go/uccx.

What’s New in 12.5 v1

  • Finesse Enhancements
  • Analyzer
  • Webex Experience Management
  • Workforce Optimization (WFO)

Scenarios

  • UCCX 12.5 v1 Setup Guide
    • Importing the CA Root and Sub-Certificates to Your PC
    • Creating a dCloud Customer Profile
  • UCCX 12.5 v1 All Verticals Demonstration Guide
    • Scenario 1: OmniChannel Customer Service
    • Scenario 2: Single Sign-On Enablement
    • Scenario 3: Supervisor Desktop and Cisco Intelligence Center Reporting
  • UCCX 12.5 v1 Finesse, WXM, Analyzer Enhancements
    • Finesse Enhancements
    • Webex Experience Management
    • Analyzer
  • UCCX 12.5 v1 Salesforce Demonstration Guide
    • Scenario 1: Bucher+Suter Salesforce Integration
  • UCCX 12.5 v1 Mobile App Demonstration Guide
    • Scenario 1: dCloud Contact Center Mobile App
    • Scenario 2: AI/BOT from an SMS Interaction
  • UCCX 12.5 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 v1 Outbound Calling Demonstration
    • Scenario 1: Outbound Calling Campaigns
  • UCCX 12.5 v1 Workforce Optimization Demonstration Guide
    • 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 Unified Contact Center Express Server 12.5.1
  • Cisco Unified Communications Manager 12.5.1
  • Cisco Unified Communications Manager IM and Presence Service 12.5.1
  • Cisco Social Miner 12.5.1
  • Nuance Speech Suite 11.0(3)
  • B+S Salesforce Connects 4.8
  • Acqueon U-Nexsys 4.1
  • Workstations (Windows 10)

Resources