Contact Center

Sutee Ploykhoksung, Hybrid Designer - Resume

Today’s citizens demand immediate and useful answers to their questions. Cisco can help. As an integral component of the Cisco Unified Communications system, Cisco Unified Contact Center solutions provide intelligent routing and call treatment with blending of multiple communications channels. So your agency can consistently deliver on citizen expectations while improving internal communications, collaborations and efficiency.

Say hello to the next generation of citizen satisfaction

Cisco Unified Contact Center solutions provide an open, strategic platform that can help you move beyond simple phone transactions and the traditional contact center to the next phase of citizen contact—a customer interaction network. Extending customer service capabilities throughout your entire network, your agency is empowered with a more integrated and collaborative approach to citizen satisfaction.

Providing an open, strategic platform that elevates customer care, Cisco Unified Contact Center solutions enable you to personalize communication with individual citizens through a variety of media channels including voice, Web, email and video. This new level of contentrich,citizen-centric experience results in more effective communications that ultimately and measurably improve citizen satisfaction.

Integrated features - Impressive functionality

Cisco Unified Contact Center solutions feature a comprehensive portfolio of advanced technologies that simplifies and improves the way your agency interacts with citizens. Citizen contacts are automatically routed to the most appropriate agent, based on agency rules and objectives, and advanced computer-telephonyintegration(CTI) capabilities provide call-event and citizen-profile information to an agent’s desktop. And the rich suite of Cisco Unified Contact Center applications extend customer service capabilities well beyond traditional call center limitations.

• Cisco Unified Contact Center Enterprise – delivers intelligent contact routing, call treatment, network-todesktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure.It combines multi-channel automatic call distributor(ACD) functionality with IP telephony in a unified solution,enabling your agency to rapidly deploy a distributed contact center infrastructure.

• Cisco Unified Mobile Agent – Gives agents the flexibility to work from home or while traveling,ensuring a seamless, consistent citizen-interaction experience.

• Cisco Unified Customer Voice Portal – Open,standards-based architecture allows callers to access content via voice self-service also used in Web-based interactions, resulting in a consistent citizen experience, regardless of the self-service media channel.

• Cisco Unified IP Interactive Voice Response (IPIVR) – Automated speech recognition and textto-speech enables callers to obtain personalized answers to increasingly complex questions,and agencies to respond to citizens in new and innovative ways. These applications also extend the hours of your agency, allowing you to provide customer service 24 hours a day while reducing the overall cost to your agency.

• Cisco Unified Contact Center Express is designed
to enhance customer contact interaction management by supporting a highly available virtual contact center with integrated self-service applications across multiple sites. It provides automatic call distributor (ACD), network-todesktop computer telephony integration (CTI),interactive voice response (IVR), and multimedia contact management to contact center agents over an IP network. It meets the needs of small to medium-sized agencies or departments that need easy-to-deploy, easy-to-use, highly available, and sophisticated customer interaction management for up to 300 agents.