Page 5 - Cisco Tribune Q4 2016

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Jacada Advances to Preferred Solution
Partner Within the Cisco Solution Partner Program... Continued from p1
their call. This change greatly improved user experience; instead of callers hearing continual ringing as the phone system sought an available agent, the callers hear a greeting and music on hold as they wait.
Despite these improvements, there was still an element missing to transform the Cisco Call Manager into a functional call center solution: visibility. Without the ability to monitor and track call queues and agent performance, call center teams and managers are operating blind, unable to understand their call volume, problem areas, scheduling needs, or service level. QLIVE solves this need-gap.
HOW DOES QLIVE MONITORING LEVERAGE CUCM TO DELIVER THE CAPABILITIES OF UCCX?
Let’s be clear. UCCX is a very powerful call center solution that includes conditional routing, agent skill and competency-based routing, wrap-up code categorization, and priority queuing as well as historical and live reporting. QLive does not route calls, nor influence the queuing order. It cannot
management of the network to capture value in the IoE.
The Jacada Visual IVR solution improves the customer experience
with traditional Voice IVR systems by presenting consumers with a much greater range of options for resolving their questions or issues. Users are
able to select menu options visually instead of listening for which keys to press, and experience advanced self- service capabilities with the rich features available on today’s mobile devices. Jacada Visual IVR works with the Cisco Unified Customer Voice Portal (CVP) to re-use and extend applications already deployed.
This re-use enables a very short time
to deployment, and low cost to configure, Visual IVR solution. The product also bridges the gap between self-service and traditional voice channels by allowing customers to seamlessly connect to a live agent to complete the interaction. With the Jacada solution, agents are able to see a holistic customer journey and resolve customer inquiries without having to repeat information.
Jacada Workspace Agent DesktopTM, a unified desktop solution is purpose built to provide an improved customer service experience by streamlining the agents interactions with a large number of systems.
The Agent Desktop changes the agent interaction to be customer driven instead of systems driven. By optimizing the
call process, agent tools and focusing on the customer, agents are more effective, resulting in a lower Average Handle Time
NEWS l PRODUCTS l PEOPLE l EVENTS
4th Quarter 2016 5 offering that allows any enterprise
organization to receive the same benefits as a dedicated solution.
The benefits of EHCS include:
● A full suite of the latest collaboration tools including voice, video, instant messaging, presence and mobility that will help companies and employees innovate, collaborate and maximize productivity, regardless of where they are located.
● A predictable, monthly price per handset, with the ability to quickly scale users up or down with ease. Organizations only pay for what they need with no onboarding or startup fees, which translates into lower overall Total Cost of Ownership (TCO).
● Frees up valuable IT resources to focus on adding value to their core business – not on managing their telecommunications system.
● Avoids the need for major upgrades to an aging voice and video communications system, saving significant time and cost.
“CBTS is excited to be combining our world-class service and support with Cisco’s latest technology into this EHCS offering. Our team is committed to serving as a trusted partner to enterprises
escalate VIP calls or identify skilled agents to assign certain calls to it.
However, QLive does provide live data on queues, identify which hunt groups are backing-up, locate available agents, track key performance indicator (KPI) metrics and deliver timely notifications whenever there is a problem. It also can provide live data on agent activity and idleness levels and enable teams to self-manage through wallboards, supervisor dashboards and agent dashboards.
CONCLUSION
For Cisco customers who need sophisticated call routing and advanced workforce management tools, UCCX is still the best choice. For those customers who have
a smaller contact center or a large call center that requires only simple queuing functionality, adding QLive to maximize the capabilities of their existing Cisco Call Manager offers a viable alternative to UCCX at a fraction of the cost.
Learn more about the native queuing capabilities of Cisco Call Manager: http:// tinyurl.com/CiscoNativeQueue
To discover how Qlive might help your contact center, visit http://www.metropolis. com/QLIVE ■
(AHT) and increased First Call Resolution (FCR), while achieving a better customer service experience.
“The technology team at Jacada continuously sets the bar in the Visual IVR market by deploying solutions that enhance platforms such as the Cisco Voice Portal,” said Guy Yair, Co-CEO, Jacada. “Jacada is invested in providing customer engagement technology such as our unified agent desktop and customer interaction solutions including our Workspace and Visual IVR offerings. Adding Cisco certification to our solutions provides our customers and partners assurance that we know and understand their chosen technologies.”
The Cisco Solution Partner Program, part of the Cisco Partner Ecosystem, unites Cisco with third-party independent hardware and software vendors to deliver integrated solutions to joint customers. As a Preferred Solution Partner, Jacada has achieved Cisco compatibility certification on at least one solution and can provide its customers with 24-hour, 7-days-a-week customer support. For more information on Jacada Visual IVR, go to:https:// marketplace.cisco.com/catalog/companies/ jacada. ■
More information is available at www.Jacada.com.
* Compatibility certification via Interoperability Verification Testing and Cisco Validated Design is designed to simulate typical customer configurations and does not replace the need for on-site testing and interoperability validation in conjunction with actual implementation.
CBTS Launches Enterprise Hosted Communications Solution
CINCINNATI, OH - CBTS, a leading technology solutions provider and a Cisco Powered Solutions partner, introduces
the Enterprise Hosted Communications Solution (EHCS). EHCS is a cloud-based service that allows businesses to increase productivity using market-leading Cisco unified communications and collaboration tools based on the Cisco Hosted Collaboration Solution and hosted and managed by CBTS. This allows enterprise organizations to stop worrying about their phone systems by relying on a proven communications leader to set-up, manage and maintain.
CBTS has set up dedicated communications systems that have resulted in significant benefits to our customers. Given the overwhelming positive feedback, we are now introducing EHCS, which represents a standardized
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