Contact Center Features

 
Feature NextPointe
Call conferencing Included
Agent interdialing support Included
Direct-outward-dialing (DOD) support Included
Automatic Number Identification (ANI) support Included
Dialed Number Identification Service (DNIS) support Included
Route on Skill Included
Route on Skill competency Included
Conditional routing (time of day, day of week, custom variables, etc.) Included
Overflow, interflow, and intraflow routing Included
Custom routing based on data from database access (for example, data-directed priority routing) Included
Dynamic priority queuing Included
Play messages to callers: Prompts Included through .wav file
Play messages to callers: Combine prompts, music, and messages Included and fully customizable
Capture and process caller DTMF input Included
Automated-Attendant support Included and fully customizable
Database integration Included
Automatic Speech Recognition (ASR) Add-On
Text to Speech (TTS) Add-On
Real-time notification services (email; support for paging and fax) Included (paging and fax require integration services)
Feature NextPointe
VoiceXML for ASR, TTS, and DTMF Included
Read data from HTTP and XML pages Included
Run workflows through HTTP request Included
Integrated self-service application support Included
Contact ("buddy") lists under administrator control; contact lists assigned to workflow groups; agents have visibility to appropriate contacts only Included
Persistent, independent presence popup window continuously updated with agent state and subject-matter-expert presence state Included
Populate ANI or DNIS and customer-defined workflow data Included
Automatically start any Microsoft Windows-compatible application: Pass initialization parameters Included
Populate data to any Microsoft Windows-compatible application Included
Populate data to any browser-based application Included
Customer database integration (JDBC) Included
Workflow Automation and Task buttons Included
Populate third-party applications on events Included
"Record" and archive calls Add-On
"Work" agent state for after-call wrap-up activity Included
Wrap-up codes Included
Chat with supervisor or agents using Instant Messaging Included
Call log tracks call activity of incoming and outgoing calls Included
Agent log tracks agent state changes and other information Included
Soft phone with phone directory Included
Soft phone with phone director Support for Jabber: No Cisco IP Phone required for agent phone y Included
Agent State buttons Included
Feature NextPointe
Integrated browser: Integrated support for browser-based applications; browsing to administratively approved websites Included
Microsoft Exchange or Office 356 Integration Limited
Assign one or more email addresses to a single Contact Service Queue (CSQ) Included
Omni-Channel: Blended voice, Chat and email agents Add-On
Dedicated email agents Add-On
Fully integrated with Finesse Agent and Supervisor Included
Email contact detail records saved to Cisco Unified Contact Center Express historical database Included
Shared global response templates Included
Separate voice and email state model Included
Automatic change of focus for desktop to voice call handling for agents also in voice CSQ Included
Automatic resumption of e-mail processing on voice disconnect Included
Spell checker (excluding double-byte languages) Included
Agent can save email draft response and resume at a later time Included
Agent can re-queue email Included
Agent can forward, copy, and blind copy email to external addresses Included
Agents can quality assure email content from less experienced agents prior to external delivery Included
Agent E-Mail contacts included in agent CSQ, Agent ACD State, Agent E-Mail Log, and Agent E-Mail Detail real-time reports Included
Log in or out Included
Ready or not ready Included
Shows agent phone state Included
Real-time reports Included
Feature NextPointe
Agent may initiate on-demand recording Add-On
Supervisor can use Silent Monitor, Barge In, and Intercept Included
View agent activity in real time Included
View agent and skill group statistics in tabular and graphical views Included
Chat: Send text messages to any or all agents Included
Marquee: Broadcast scrolling messages to agents Included
Support for Jabber: No Cisco IP Phone required for agent phone Included
Log out agent Included
Make agent ready Included
Coaching: Provide agent guidance through chat Included
Silent Monitor: Listen in on an agent's call Included
Ability for supervisor to use Silent Monitor remotely from any phone through a dial-in IVR session Included td>
Barge-In: Join in on an agent's conversation Included
Intercept: Take a call from an agent Included
Record: Capture and archive call audio Included
Integrated browser: Integrated support for browser-based applications; browsing to administratively approved websites Included
Support for supervisors to take calls using included Cisco Agent Desktop Included
Supervisor real-time reporting for Agent E-Mail mail volume by CSQ and for agent detail email volume by CSQ Included
Abandoned Call Detail Activity report Included
Aborted and Rejected Call Detail report Included
Feature NextPointe
Agent Call Summary report Included
Agent Detail report Included
Agent Login Logout Activity report Included
Agent Not Ready Reason Code Summary report Included
Agent State Detail report Included
Agent State Summary report (by agent) Included
Agent State Summary report (by interval) Included
Agent Wrap-up Data Summary report Included
Agent Wrap-up Data Summary Detail report Included
Application Summary report Included
Call Custom Variables report Included
Called Number Summary Activity report Included
Common Skill Contact Service Queue Activity report Included
Contact Service Queue Activity report (by CSQ) Included
Contact Service Queue Activity report (by interval) Included
CSQ Agent Summary report Included
Detailed Call, CSQ, Agent report Included
Priority Summary Activity report Included
Remote Monitoring Detail report Included
Feature NextPointe
Application Performance Analysis report Included Included
Call-by-Call Contact Call Detail Record (CCDR) report Included
Traffic Analysis report Included
Outbound Agent Detail Summary report Included
Outbound Campaign Summary report Included
Agent E-Mail Inbox Traffic Analysis report Included
Agent E-Mail CSQ Activity Summary report Included
Agent E-Mail Agent Summary Activity report Included
Agent E-Mail CSQ Agent Summary Activity report Included
On-demand agent recording Included
On-demand supervisor recording Included
Voice messaging interface Requires Essential Package or Better
Outbound license type Concurrent user
Populates customer's name, account number, and phone number dialed Included
Start any Microsoft Windows-compatible application Using Finesse task button
Send information to any Microsoft Windows-compatible application Using Finesse task button
Ability for agent to initiate on-demand recording Included
Ability for supervisor to use Silent Monitor, Barge-In, and Intercept Included
Ability for agent to accept, reject, or skip outbound contact Included
Ability for agent to mark a contact as "Do not call" for a particular campaign Included
VoiceXML for ASR, TTS, and DTMF Included
Feature NextPointe
View agent activity in real time Included
Support for Cisco IP Communicator: No Cisco IP Phone required for agent phone Included
Coaching: Provide agent guidance through chat Included
Silent Monitor: Listen in on an agent's call Included
Ability for supervisor to use Silent Monitor remotely from any phone through a dial-in IVR session Included
Barge-In: Join in on an agent's conversation Included
Intercept: Take a call from an agent Included
Record: Capture and archive call audio Included
Preview Outbound Campaign Summary report Included
Preview Outbound Agent Detail Performance report Included
Ability for administrator to create and configure campaigns Included
Ability for administrator to create non-North American area code to time-zone mappings Included
Ability for administrator to mark "Do not call" contacts as "Do not call" across all campaigns Included
CRM Integration (Salesforce, Dynamics) Add-On
Support