Why use Cisco UCCX in your Small Call Center?

(And How to Easily Manage It)

What is Cisco UCCX

The average call center handles approximately 4,400 calls a month with a call handling time of about six minutes per call. Managing call flows, optimizing agent performance, and staying ahead of the curve are challenges faced daily which was a problem that PBX manufacturer, Cisco, addressed with their UCCX product to deliver call routing, queue management and agent administration functions for up to 400 customer serevice representatives.

Introduction to Cisco UCCX

Cisco UCCX (Unified Contact Center Express) is a customer interaction management solution designed for small and medium-sized businesses to handle customer inquiries. It empowers call centers with a range of features that streamline operations, enhance customer experiences, and boost productivity. At its core, UCCX acts as a bridge between your customers and your agents, efficiently routing calls via an IP-based Automated Call Distribution (ACD) system and ensuring seamless communication.

Key Features and Capabilities

Cisco UCCX comes packed with a wealth of features and capabilities, making it a versatile tool for small call centers:

  • Call Routing:UCCX intelligently routes calls based on agent availability and skills, reducing wait times and ensuring customers are connected to the right agent.
  • IVR (Interactive Voice Response):: Create customized IVR scripts to guide customers through self-service options, improving efficiency and reducing agent workload.
  • Multi-Channel Support: UCCX supports various communication channels, including voice, chat, email, and social media, allowing you to provide consistent service across all platforms.

How Cisco UCCX Benefits Call Centers

Small call centers can reap numerous benefits from implementing Cisco UCCX:

  • Enhanced Customer Experience (CX) Efficient call routing and personalized IVR options ensure customers receive the assistance they need promptly.
  • Increased Agent Productivity: UCCX automates repetitive tasks, allowing agents to focus on high-value interactions, ultimately improving first-call resolution rates.
  • Scalability: As your call center grows, UCCX can scale with you, adapting to changing requirements without major disruptions.

How UCCX Analytics and Dashboards Reveal Insights

While UCCX does support customers with basic reports, most customers find they need a more interactive dashboard and wallboard solution with live analytics. Expo XT offers an interactive call analytics platform that reveals insights into UCCX and CUCM data to support the management of the entire call center and it's agents.

  • Call Center KPIs: Track key performance indicators (KPIs) such as call abandonment rates, average handling times, and service level adherence.
  • Agent Performance:Monitor agent activity, assess individual performance, and identify areas for improvement.
  • Customer Insights: Analyze customer interactions to identify trends and areas where service can be enhanced.
  • Dashboards and Wallboards: Access real-time dashboards to make on-the-fly adjustments and optimize call center performance.
  • Real-Time ReportingMonitor call center performance in real-time, gaining valuable insights into agent activities, call queues, and customer interactions.
Next Steps:

To take your Cisco UCCX experience to the next level, consider exploring Qcloud for UCCX. It's a live-data call center solution that provides in-depth analytics and reporting on IVR, auto attendant routes, agent status, KPIs, and overall call center statistics. With Metropolis Qcloud, you can unlock the full potential of your small call center.

cta image of Qcloud UCCX reports showing a download button in cyan background