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Cisco Unified Contact Center Express (UCCX) 12.5 v2 – Instant Demo

March 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 v2

  • Finesse Enhancements
  • Webex Experience Management
  • 2Ring Gadgets for Cisco Finesse
  • Components upgraded to latest ES
  • Many other enhancements and bug fixes

 

Scenarios

  • Toolbox Provisioning Guide
    • Creating a dCloud Collaboration Toolbox Account
    • Provisioning Your Demo Account
    • Creating Your Customer Profile
    • Connecting to the Demo
  • UCCX 12.5 v2 All Verticals Demonstration Guide
    • Scenario 1: OmniChannel Customer Service
    • Scenario 2: Supervisor Desktop and Cisco Intelligence Center Reporting
    • Scenario 3: Analyzer
    • Scenario 4: CCX Script Editor
  • UCCX 12.5 v2 AI/BOT Demonstration Guide
    • Scenario 1: AI/BOT from the Demo Website
    • Scenario 2: AI/BOT from the Cumulus Facebook Page
    • Scenario 3: AI/BOT from an SMS Interaction
    • Scenario 4: AI/BOT for Virtual Voice Agent
  • UCCX 12.5 v2 Cisco Webex Experience Management (WXM) Demonstration Guide
    • Scenario 1: Cisco Webex Experience Management (WXM)
  • UCCX 12.5 v2 2Ring Demonstration Guide
    • Scenario 1: Agent Managing Voice Calls
    • Scenario 2: Agent Managing Email and Chat
    • Scenario 3: Supervisor Desktop Overview
  • UCCX 12.5 v2 Salesforce Demonstration Guide
    • Scenario 1: Salesforce.com (SFDC) Integrations within SFDC
  • UCCX 12.5 v2 Mobile App Demonstration Guide
    • Scenario 1: dCloud Contact Center Mobile App
    • Scenario 2: AI/BOT from an SMS Interaction
  • UCCX 12.5 v2 Outbound Calling Demonstration Guide
    • Scenario 1: Outbound Calling Campaigns
  • 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 Unified Contact Center Express Server 12.5.2
  • Cisco Unified Communications Manager 12.5.2
  • Cisco Unified Communications Manager IM and Presence Service 12.5.2
  • Cisco Customer Collaboration Platform 12.5.2
  • Nuance Speech Suite 11.0(3)
  • B+S Salesforce Connects 4.8
  • 2Ring Gadgets 5.1

 

Get Started & Resources