Cisco Call Center Express Software

Cisco UCCX Express

cisco ucc expressCisco Call Center Express software, or UCCX Express, is provided by Spectrum and uses NeXorce software. NeXorce queries the CSQ and rtlCD statistics tables and stores the collected data in the neXorce database.

NeXorce Enterprise Software is the software engine for Unified Contact Center Reporting. By combining the UCC Express data with other data such as CRM, WFM, etc., neXorce builds unified reports for the call center.

cisco call center express

Spectrum's neXorce software for UCCX captures real time and historical data from the UCCX database tables. This data is then manipulated to meet customer requirements. Spectrum can create new KPI's and metrics, provide summaries, totals and pull data from other databases and combine the data.

We are able to push the data out to LCD screens, web based reports, LED wallboards, desktops, dashboards, email and smartphones.

The reports that are sent to agents, supervisors and managers are designed for each level of the call center. Agents see their agent and skill group data, supervisors see the group and agent data and managers see the data for the entire call center with drill down capabilities.

What Are The Key Features of UCCX Express?

  • Automatic call distributor features such as conditional routing, expected-wait-time messages and call-in-que messages to inform customers that are calling you.
  • Boosting caller satisfaction with presence integration to allow improved agent performance during call.
  • High quality workforce management and optimization tools.
  • Extensive contact management capabilities.

Key Benefits:

  • Flexible reporting that provides the metrics and statistics that you want to see, not a canned report.
  • Alert notifications on threshold violations.
  • Truly Unified Reporting by being able to combine Cisco UCCX data with data from other sources.
  • Satisfies calling customers with extensive contact management.
  • Improves productivity of call center workforce.
  • Provides an all-in-one solution enabling reduced costs.

Spectrum also is compatible with Cisco UCC Enterprise.

Contact Spectrum for more information about neXorce

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