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Student Supporting Notes

These components are included in every product in our customer collaboration portfolio. Regardless of your business size or
which product you choose, you can record calls, collaborate through social media, use powerful agent software, and create
comprehensive reports.

• Cisco MediaSense is an efficient, cost-effective way to capture conversations between you and your customers. Use this
open-standards, network-based, scalable platform to record, play back, stream, and store audio and video media. The
recorded conversations can be examined by third-party analytics applications from Cisco technology partners to provide
functions such as regulatory compliance review, quality management, service optimization, legal discovery, business
intelligence gathering, agent training, and real-time guidance. These functions can dramatically improve customer care.

• Cisco SocialMiner is a social media customer care solution. It lets you proactively respond to customers and prospects
through public social media networks such as Twitter and Facebook, or other public forum or blogging sites. Social media
monitoring, queuing, and workflow lets you organize customer posts on social media networks, deliver them to the
customer care team, and respond to customers in real time through the same social network they are using to
communicate.

• Cisco Finesse is a next-generation agent and supervisor desktop that gives your agent fast access to customer information.
It improves the customer experience by supporting collaboration with communities that interact with your customer service
organization. A user-centric design also enhances customer care representative satisfaction.

• Cisco Unified Intelligence Center is an advanced, flexible, intuitive reporting platform. The dashboard-based canvas lets
you group multiple reporting objects together, offering a comprehensive view of contact center statistics at a glance. Use it
to integrate reports and dashboards into a comprehensive information portal and share it throughout your organization.