Tag Archive for: Cisco UCCX

WebRTC conference interface

WebRTC, ShoreTel ECC and CISCO UCCX?

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What is WebRTC?   Think of it as a teleconferencing system built right into your browser!   For some time now, call centers have been slowly integrating web chat functionality into the call center tool set.   Visitors to the company website…
Cisco UCCX script editor and script index

In search of the Killer Contact Center Script (UCCX or ECC)!

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The "Killer UCCX Contact Center Script" After your first 100 or so Contact Center Scripts, you begin to wonder if it would be possible to generate a “killer script”!   No matter how many hours you sit with clients and do your very best…
Cisco UCCX and ShoreTel ECC script comparison

CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor!

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If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff…
Multilingual contact center scripting editor

Compare ShoreTel ECC and CISCO UCCX - Handling Language Options

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Anyone who has been deploying telephone systems for any length of time has run into the "language" issue.   Though I am personally tired of having to "Press one" for English, the fact remains that we market on a global basis even if we are…
Reporting chart illustration

UCCX Scripting - "Get Statistics" and manage your call flow dynamically!

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Have you ever call into a customer service function, been answered with "all of our Agents are currently busy with other customers, please wait and the next available customer service representative will be right with you" and then waited and…
Callback script comparison preview

Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!

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It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…
ShoreTel and Cisco comparison logos

Compare ShoreTel ECC and CISCO UCCX Contact Centers!

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As Contact Center implementation consultants we get to work with both ShoreTel ECC and CISCO UCCX.   The fact of the matter is they are both really excellent solutions and very similar in many respects.   Historically, ShoreTel has had a…
Text messaging keyboard

New ShoreTel ECC and CISCO UCCX feature - Text Messaging?

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We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now clearly, you have to be in a business that actually cares about customers, we don’t expect the IRS will be implementing…

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