Create and Extend Unique Customer-Centric Experiences

Cisco Unified Customer Contact solutions provide an open, strategic platform that extends customer care beyond simple phone transactions and the traditional contact center to provide unique content-rich customer centric experiences. These solutions let you uniquely personalize your communication with individual customers through a variety of media including voice, web, e-mail, and video.

Desktop, Reporting and Recording

• Cisco Finesse
• Cisco SocialMiner
• Cisco Unified Intelligence Center
• Cisco MediaSense

Configuration Management

• Packaged Contact Center Enterprise
• Contact Center Express Config API

Routing

• Customer Voice Portal
• Contact Center Express Scripting
• TCL IVR/Voice XML API

Other APIs

• Computer Telephony Integration Object Server (CTIOS) Toolkit
• CTI Server Protocol (GED-188)
• Enterprise Application Gateway Protocol (GED-145)
• Interactive Voice Response (IVR) PG Protocol (GED-125)
• Contact Center Express CTI Protocol

Related Product Information

Using intelligent presence information, these standards-based applications integrate transparently with your business tools, helping users reach the right people and resources on the first try.

• Cisco Unified Contact Center
• Cisco Unified Contact Center Express
• Customer Voice Portal