Call Center Suite
Gold Award:
Cisco Unified Contact Center Express 5.0
The call center is the lifeblood of an organization. It's the most frequent (and often only) point of contact for customers. One need only look to companies like Dell and Comcast to see how quickly the tale of a negative experience can spread and how far it can reach.
Call centers need calls routed to the right place -- to the right agents who can handle tasks through a quick and easy workflow. A call center also requires multiple channels to meet the needs of today's customers, who are choosing increasingly diverse ways to communicate. A call center technology vendor that can handle all these requirements in an integrated system enjoys a competitive advantage.
The Cisco Unified Contact Center Express, this year's winner in SearchCRM.com's Product of the Year Call Center Suite category, provides automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent desktop services in a single-server, integrated system.
Its functionality, ease of integration and value helped it to stand above the competition in the eyes of this year's judges.
The product is offered in three versions: Standard, Enhanced and Premium. Version 5.0 was launched in June 2007.
The price per seat, including all software, is $750 for the standard package, $1,250 for the enhanced package, and $1,850 for the premium package, including the full IVR self-service application support and optional ASR/TTS.