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What Is New In Cisco Unified Contact Centre Release 11.0

Good news for any organisation currently using UCCE, UCCX or Packaged CCE. The release 11.0 has arrived as well as a number of new capabilities and enhancements in this release, including the Cisco Context Service. In this blog, we will show you the highlights of release 11.0 and an overview of what Context Service delivers.

 

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1. VIDEO ENABLES CONTACT CENTRE

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Contact centres can transform the customer experience by introducing video customer care and using the capabilities of Jabber Guest. Video is queued using UCM Video on-hold functionality with MediaSense and delivered into the Finesse desktop.

 

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2. CRM INTEGRATION

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Working alongside eco-system partner Bucher & Suter, seamless CRM integration is delivered into the Finesse desktop for both Salesforce and Microsoft Dynamics CRM. This is a 100% browser based capability, so no need for any client-side installation. The integration enables flexible screen-pop of customer interaction history from these CRM solutions.

 

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3. CAD & FINESSE MIXED MODE

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As we move towards CAD’s end-of-life, Unified Contact Centre release 11.0 will support the joint operation of both Finesse and CAD on the agent desktop with team-wise migration support for inbound voice agents and preview outbound agents. This enables contact centres to start leveraging the comprehensive capabilities of Finesse.

 

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4. LIVE DATA FOR FINESSE AGENTS

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An easy to deploy gadget is now available within the default Finesse layout to deliver live data to the agent desktop such as key metrics on queue, average handle time as well as agent availability.

 

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5. NEW & IMPROVED INSTALLATION WORKFLOW FOR PACKAGES UCCE

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This further simplifies and reduces the time for organisations to deploy the packaged UCCE solution. It reduces set-up time from days to hours and virtually automates all system installation and configuration steps.

 

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6. CUSTOMER VOICE PORTAL PRICING

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Previously when purchasing ports on the CVP, organisations had to define and purchase separately ports, redundant ports and reporting server options. In release 11.0 this is simplified to a single SKU that provides a CVP port that includes a redundant port and premium report server.

 

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7. IMPROVED USABILITY OF INTELLIGENCE CENTRE

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With release 11.0, a number of toolbar controls have been added to Intelligence Centre that enables you to expand and collapse grouped data, dynamically select fields, resize columns and sort results.

 

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8. FOUR LIVE DATA REPORTS ADDED TO INTELLIGENCE CENTRE

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Four standard live data reports have been added to Intelligence Centre that complement existing real-time reports. These reports show information ‘now’ and provide instant access to the contact centre metrics that matter. This capability is provided to create custom live data reports.

 

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9. LAUNCH OF CONTEXT SERVICE

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Cisco has announced the launch of Context Service which is available as a free of charge service to existing UCCE users. Context Service is designed to connect the customer journey by enabling all customer touchpoints and interaction details to be posted in the cloud. This data is then available to the agent via Finesse to gain a single view of the customer journey, providing the previous interactions with that customer. For more information on Context Service, please visit our Knowledge Exchange.

 

 

If you are interested in finding out more about Cisco Unified Contact Centre release 11.0 or any of the new capabilities highlighted above, please contact the Natilik team on +44 203 597 8245.