Cisco Unified Contact Center Enterprise (UCCE)
IST is a Certified Cisco ATP (Authorized Technology Provider) Partner, held since 2003.
UCCE: Unparalleled Enterprise Performance
IST has been designing, deploying and managing Cisco's Unified Contact Center Enterprise since 2003. IST was the first to deploy a UCCE solution in the Middle East and is one of the few global technology organizations to hold the Cisco ATP status.
IST's UCCE experience is unpararelled. With over 130 engineers, system architects and support staff each with many years of UCCE experience, you can be rest assured that an IST designed UCCE solution is the most complete solution you can buy.
​
Why is a UCCE solution good for my organization?
​
Cisco's UCCE platform is the most powerful and flexible Contact Center solution offered by Cisco. This flexibility allows each UCCE instance to be complete unique to totally match the requirements of the customer.
UCCE is designed for enterprise organizations with hundreds and thousands of agents distributed across many different geographic sites.
Enhanced Customer Experience
UCCE's rich set of functionality coupled with IST's integration experience makes UCCE a very powerful 'Platform' to enhance its capability easily through the many global technology partners which exists today. Such technology partners that IST works with are:
-
eGain
-
NovelVox
-
VPI
-
Nuance
-
Ses-Tek
-
TeleOpti
-
Zoom International
-
vht
-
and many more
Each supporting technology partner brings new customer experience features to UCCE in a way that is cost effective, flexible, powerful and above all else, creates the best customer experience possible.
3rd party legacy integration support
UCCE doesn't expect your existing vital business systems to be obsolete. IST with over 13 years of integration experience can integrate your existing business systems and workflows into UCCE.
Cisco Finesse Gadgets for a unified agent desktop
UCCE benefits from Cisco's new browser based Finesse Agent desktop. This state-of-the-art agent interface can bring together all legacy systems into a single screen for reduced handling time and improved first call resolution
Enquire Now
Solution Impact
Operational Benefits
​
Queuing on the Edge with CVP
Reduces costs by queuing at the edge of the network and directing customer interactions to more cost-effective, personalized self-service applications
​
RSM Support
The RSM application allows for real-time phone-based monitoring of agents in Cisco’s Unified Contact Center Enterprise (Unified CCE) environment. A separate call flow script is hosted on an IP IVR or CVP (VRU) platform for RSM. RSM’s system prompts allow for the selection of random, newest, or problem call monitoring modes. supervisors can also select the specific agents they want to monitor based on the Agent ID (or Peripheral ID) of the agent, or they can select from a list of currently active agents.
​
ICM to ICM GW Support
ICM-to-ICM Gateway extends the ICM software capability by allowing agents to simultaneously pre-route/post-route calls, and supply additional call-related information to a second agent on a different ICM