Contact Centre Experts

PlanNet21’s dedicated contact-centre team has been delivering large-scale contact-centre projects for over 10 years.

Fully Featured

Cisco’s contact centre product suite offers the most comprehensive feature-set available.

Scalable and Flexible

Cisco’s UCCE can scale to 75,000 agents and includes several options for integration with other systems.

Our dedicated contact-centre team offers an extensive range of professional services for contact-centre projects:

  • Consultancy on high-volume call & agent management strategies.
  • Design & build of IVR applications, call routing and queuing scripts.
  • Integration of contact-centre components with back-end systems, including development of middleware.
  • Design & build of real-time activity wallboards.
  • Customisation of agent desktop software, including screen-pop.
  • Design & build of custom contact-centre activity reports.
  • Call outcome statistics collection & reporting.
  • Integration between contact-centre activity database and 3rd party systems.

There are 2 contact-centre products available from Cisco (UCCX & UCCE). Both have an extensive range of features, including:

  • Tight integration with Cisco’s UCM IP Phone system.
  • Many different call distribution and queueing permutations.
  • IVR applications with DTMF or speech input, and TTS output.
  • Route email and web-chat to agents, with agent multi-tasking.
  • Supervisor functions (activity dashboards, reports, listen-in, barge-in etc.)
  • Historical & real-time reporting, with custom report building tools.
  • Support for work-at-home or mobile agents.
  • High-availability options, with low-impact failover.
  • Outbound auto-dialling, for marketing lists etc.
  • Can integrate with call-recording systems.

Cisco’s Unified Contact Centre Enterprise (UCCE) is a high-capacity call-handling system intended for use in demanding corporate environments. It’s features include:

  • Scalable from 100 to 75,000 agents.
  • Advanced call routing and queueing engine with granular control options.
  • Comprehensive options for skills-based routing, including multi-skilling.
  • Tools to maximise agent efficiency (whisper, auto-answer, auto-greet etc.)
  • Customer can request agent-callback, instead of queuing.
  • Flexible deployment models, including distributed systems.
  • Available as a hosted service, or for on-premise deployment.
  • Many options for integration with 3rd party products.

Available as an option with UCCE, Cisco’s Customer Voice Portal (CVP) is an comprehensive platform for demanding IVR and self-service applications. It provides:

  • Support for thousands of simultaneous IVR calls.
  • Customer interaction by DTMF or speech recognition (ASR).
  • Full-featured rapid IVR application authoring tool.
  • Integration with back-end systems.
  • Extensive customisation possibilities with Java classes.
  • Detailed IVR activity reporting and statistics.

Cisco’s Unified Contact Centre Express (UCCX) is a low-footprint solution intended for smaller contact centres, up to 400 agents.

  • Cost-effective with minimal hardware requirements.
  • Simpler & faster deployment, compared to UCCE.
  • 3 versions available (standard, enhanced & premium).
  • User-friendly administration tools.
  • Fully-featured (see product features tab above).
  • Multiple integration options (eg call recording).

Next-Gen Cloud Contact Center

Cisco Customer Journey Platform (CJP) is a cloud-based contact-centre that offers exceptional flexibility, scalability and security, while reducing your TCO.

It is a fully-featured omni-channel solution that offers a complete range of modern contact-centre features,  allowing you to choose the edition that suits your needs.

CJP’s advanced analytics provide pertinent insights into the customer experience, and also allow you to benefit from predictive intelligent call routing.

CJP includes deep integration with Salesforce, optionally allowing you to run your contact-centre entirely from within that app.

Cloud flexibility allows easy deployment of teleworker and outsourced agents, with browser-based apps.

  • Skills-based routing
  • Agent screen pop and CRM integration
  • Fully-featured call-queuing capabilities.
  • IVR (both ASR & DTMF) and menu-based call routing.
  • Call recording
  • Voice and web callback
  • Supervisor monitoring, whisper & barge-in.
  • Agent consult, conference and warm or cold transfer.
  • Balance call loads across sites, teams, and agents, regardless of location.
  • Real-time & historical reporting.
  • Outbound campaigns with preview or progressive dialling.
  • Predict customers who are at risk and connect them with the best retention agents.
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