Cisco Unified Contact Center Enterprise (UCCE)

Deliver powerful customer experience with Cisco UCCE

UCCE By The Cisco Middle East Partner Of The Year 2018

Cisco PartnerIST has implemented Cisco Customer Care solutions since 2002, in fact we are the first Cisco ATP within the Middle East. Our team of experts are well equipped to design, implement and support your Cisco UCCE that will meet both your business and customer needs.

Hear From Cisco

“For over 15 years, IST Networks has been at the core of our Cisco Customer Experience (CX)/Contact Center (CC) business success in the Middle East & Africa. 2017 was another great year. This should not come as surprise; their CX SI (system integration) well defined Strategy (World-Class CX Workforce/Skillsets, Modern CX Business Practices and CX Technology Innovations), combined with Strong Execution, is paying off. We value our partnership with IST Networks, and look forward to a successful 2018”.

 

Ahmed Zaghmouri

Sales Manager

Customer Experience Solution, Cisco

Enquire Now About Cisco UCCE

Creating A Better Customer Experience With Cisco UCCE

Flexible Desktop Deployment

Any desktop you dream of can be done; customize your agent’s desktop according to your organization.

Contextual

Understand why your customer is interacting with you based on history, other 3rd party data and take action accordingly.

Actionable Insights

Help managers with there decisions, for staffing levels and understand the KPIs of your contact center.

Precision Call Routing

Automatically routes calls to specialized agents based on a multi-dimensional skill set of the agents.

Remote Expert

Enable customers to reach experts that are within your organization beyond the contact center.

IS UCCE suitable for my organization?

Contextual journey

Provides a personalized and effortless customer interaction, putting your customers first.

Continuous Organization

Allows the customers to connect with the right source, using any channel at any time and place.

Capability-Rich

A solution that provides a more flexible, scalable and secure day-to-day operations of your contact center.

Cisco UCCE Testimonials

  • IST is the first dedicated vendor in our Industry. However, we did not view them as just a vendor, but a partner to our business. The advice, recommendations and support given by IST is outstanding for us, they are the best vendor we have ever worked with. Thank you IST.

    Sary Shukry
    Sary Shukry Head of Operation Development, Complaint Management & Mobile Number Portability, Mobily
  • As we have decided to implement Cisco Unified Contact Centre Solution in our line of business, IST has been dedicated in providing us extensive support and assistance all throughout even though we had a lot of rough time during the implementation, migration, and up-gradation of our solution. This dedication and desire to provide solutions to their client’s need has changed our view of them from a client-vendor to be of a technology partner and is looking forward in having more engagement with them in the future.

    Frederick Mendoza
    Frederick Mendoza IT - Senior Telecom Administrator, Daman
  • Matching project timeline, with professional Service Edge after the Go-live, This is IST Networks as they are very flexible to meet the customized requirements.

    Ahmed Sallam
    Ahmed Sallam Contact Center Service Director, Fakeeh Hospital

Benefits For My Organization

Cost Effective


Its cost-effective for the customers, as they could interact with your organization from anywhere & anytime - local roaming costs.

Data Intelligent


It can divide between two business's data, operating from the same contact center without cross overing it.

Automated Agent Greeter


Keep the voice of your organization fresh: Our agent greeter will play an automated welcome, without the need for an agent to repeat it every call.

Cisco Task Router

Task Routing for Contact Center

Task routing interface enables Cisco’s Contact Center Enterprise customers to easily integrate their mobile or web-based multichannel applications with CCE’s dynamic routing engine, queuing mechanism and flexible reporting. This along with Cisco’s Context Service will help customers create a seamless Omnichannel experience for their customers interacting across voice and other digital non-voice channels of communication.

Open Platform By Design

Contact Center Enterprise (CCE) is an open platform by design. One of the USPs of CCE is its powerful routing and agent/contact control engines. However, these open interfaces have been more or less voice-centric. With multichannel Task Routing capability, Cisco’s Contact Center Enterprise customers and ecosystem partners will have the ability to integrate their mobile and web-based multichannel applications to use CCE’s dynamic routing engine, queuing mechanism and flexible reporting.

Task Routing APIs can be used to seamlessly integrate back office and cloud-based applications like CRM and ticketing systems to provide a 360-degree view of your customers. This along with Cisco Context Service will help create a unified experience for customer interactions across channels making CCE a powerful out-of-the-box Omnichannel Customer Care solution.

Hear From Cisco

“Contact Center Enterprise (CCE) is an open platform by design. One of the USPs of CCE is its powerful routing and agent/contact control engines. However, these open interfaces have been more or less voice-centric. With multichannel Task Routing capability, Cisco’s Contact Center Enterprise customers and ecosystem partners will have the ability to integrate their mobile and web-based multichannel applications to use CCE’s dynamic routing engine, queuing mechanism and flexible reporting. Task Routing APIs can be used to seamlessly integrate back office and cloud-based applications like CRM and ticketing systems to provide a 360-degree view of your customers. This along with Cisco Context Service will help create a unified experience for customer interactions across channels making CCE a powerful out-of-the-box Omnichannel Customer Care solution.”

Sajith Kaimal

Product Manager, Enterprise Contact Center