Cisco HCS For Cloud Contact Center
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Run your contact center completely in the cloud with Cisco HCS for Cloud Contact Center. With rapid provisioning, flexible scalability, and lower support costs, you can benefit from more satisfied customers and fewer incoming calls. Cisco HCS for Cloud Contact Center helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels. Cisco HCS for Cloud Contact Center is designed for companies with small and large contact centers ranging from 10 to 12,000 knowledge workers or agents per customer instance. It is integrated with Hosted Collaboration Solution, so customers can tap into multiple applications and services on one smooth platform. Cisco HCS for Cloud Contact Center delivers the advanced capabilities of Unified Contact Center Enterprise and Unified Customer Voice Portal, with all the benefits of cloud computing.

Cisco HCS for Cloud Contact Center helps you provision rapidly, control costs, scale easily, and increase customer loyalty. The solution transforms customer service by making it possible to solve service problems in the cloud in real-time. You can avail yourself of the latest contact center technology and applications without a large capital investment. Cloud computing transforms the way in which services are provided, enabling agility, scalability, and profitability. You can rapidly respond to changes in the market without having to manage infrastructure. New features and upgrades are delivered on demand by your service provider, without disrupting your business or your customers’ businesses. There is no hardware, software, or data center; it is all handled by your service provider. And because you are buying less equipment, you will use less power and enjoy the benefits of “green” computing. There is no telephony equipment to install, so your collaboration service can be operational in a matter of weeks instead of months.

Cisco HCS For Cloud Contact Center Solutions

Cisco HCS for Cloud Contact Center is a contact center solution designed for companies ranging from 10 to 12,000 knowledge workers or agents per instance. It is integrated with HCS so customers can tap into multiple applications and services on one smooth platform. Cisco HCS for Cloud Contact Center delivers the advanced capabilities of Unified Contact Center Enterprise and Unified Customer Voice Portal with all the benefits of cloud computing. With this innovative solution, you can, provision rapidly — advanced contact center capabilities can be obtained in weeks instead of months. Control costs — large capital expenditures can be avoided entirely. For a predictable fee you can spur growth and profitability by increasing close rates and cross-sell and up-sell opportunities. The solution reduces operating costs through streamlined management. You can scale up to handle promotions or seasonal peaks and then scale back. There’s no need to increase infrastructure or management costs to handle peak loads.

Customer Care With Rich Interactions

Customer care has seen significant changes over the past decade. The introduction of IP-based contact centers has resulted in new ways to engage with customers, making it possible to delight customers and enhance loyalty while reducing costs. Cisco has led the way in delivering innovative, world-class customer care solutions to hundreds of customers across the world. Customer Collaboration solutions transform simple phone transactions to rich interactions that use voice, web, email, and video to provide personalized, unique services. The Cisco Customer Collaboration portfolio provides capabilities to differentiate your business by routing contacts to the most appropriate and available agent based on your own business rules and objectives. Streaming call-event and customer-profile information directly to your agents’ desktops for a more personal interaction with your customers. Incorporating social media to respond proactively to customers communicating on Twitter, Facebook, or other public forums or blogging sites.

Deploy Customer Care Your Way

As part of the Cisco Collaboration solutions portfolio, Customer Collaboration solutions are not bound by a single deployment model. These solutions are based on an open and interoperable IP platform, which provides complete flexibility to match the delivery model to your preferences, your business needs, and your technology investments. Delivery options for Cisco Collaboration solutions include, on-premises, in which the customer owns and manages the hardware and software. Managed Customer-Premises-Equipment (CPE) services, where the customer owns the solution but the service provider manages it. Fully hosted, where the service provider hosts dedicated equipment for a predictable monthly cost. Managed cloud services (Collaboration-as-a-Service), where the service provider or system integrator maintains and owns the software, which is delivered over the cloud as a service and the customer pays a license fee to use it.

The Power Of Cloud Computing

Cloud or Internet-based computing has the potential to dramatically affect IT as we know it. According to Forrester Research, cloud computing is an IT outsourcing model that has three core characteristics. Characteristics of cloud computing include;  a standardized IT service. A pay-per-use consumption model. A self-service solution that can be delivered quickly through a web browser. The ability to dynamically provision, pay, and scale on demand is changing how most businesses will deploy IT in the future. Cloud computing will make it possible to turn on services when they’re needed and shut them down when they’re not. Cloud computing can include three models. Software-as-a-Service (SaaS)  is deployed over the Internet and/or is deployed to run behind a firewall in your LAN or personal computer. Platform-as-a-Service (PaaS) is a computing platform and solution stack are delivered to facilitate the building and running of custom applications.
Cisco HCS For Cloud Contact Center

Run your contact center completely in the cloud with Cisco Hosted Collaboration Solution for Contact Center. With rapid provisioning, flexible scalability, and lower support costs, you can benefit from more satisfied customers and fewer incoming calls. Boost revenue, efficiency, and deployment speed with Hosted Collaboration Solution for Contact Center. Cisco Hosted Collaboration Solution for Contact Center helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels.

Cisco Hosted Collaboration Solution for Contact Center is designed for companies with small and large contact centers ranging from 10 to 12,000 knowledge workers or agents per customer instance. It is integrated with Cisco Hosted Collaboration Solution, so customers can tap into multiple applications and services on one smooth platform. Cisco Hosted Collaboration Solution for Contact Center delivers the advanced capabilities of Unified Contact Center Enterprise and Unified Customer Voice Portal, with all the benefits of cloud computing.

Unified Contact Center Enterprise helps businesses and organizations deliver a connected digital experience. You can provide contextual, continuous, and high capability journeys for your customers. Fault tolerance helps ensure uninterrupted operation, and comprehensive reporting provides business intelligence to optimize your contact center. Unified Contact Center Enterprise takes each contact to the most appropriate resource anywhere in the enterprise.

In addition, it provides built-in email and chat, web-based agent desktop that makes it easy to provide customer information to agents, support for video interactions, and powerful application programming interfaces for integrating task and outbound routing. With Unified Contact Center Enterprise, you can smoothly integrate inbound and outbound applications with back-office and Internet events to provide a superior customer experience. Cisco Services can help you increase operational efficiency, lower support costs, and improve availability risk management.

No lengthy deployment time — there’s no telephony equipment to install, so your collaboration service can be operational in a matter of weeks. No Capital Expenditures (CAPEX): No hardware. No software. No data center. It’s all handled by your service provider. And because you’re buying less equipment, you’ll use less power and enjoy the benefits of “green” computing. No additional staff required — limited expertise is required. That means lower support costs. No unpredictable costs — pay only for what you use when you use it.

No upgrades — new features and upgrades are delivered on demand by your service provider, without disrupting your business or your customers’ business. No worries — cloud computing transforms the way in which services are provided, enabling unprecedented agility, scalability, and profitability. You can rapidly respond to changes in the market without having to manage a lot of infrastructure. No long-term commitment to a solution — companies can acquire new services and capabilities without a long-term investment. Cisco HCS for Cloud Contact Center is part of a collaboration offering that gives you the full spectrum of deployment options.

Gone are the days of “one-size-fits-all” contact centers. Customers expect faster responses, personalized service, and increased availability. They want service when and how they need it. Personalized care is now the rule, not the exception. 89% of business leaders consider customer experience the “new battlefield” for competition. 34% of execs list improving the customer experience as their top business imperative. 68% of execs say fostering collaboration with customers has increased in importance in the last two years. Connect culture, process, and technology to bring the collaboration experience to life.

Prepare for new engagement models to improve customer satisfaction, lower cost per call, and increase first contact resolutions. Customize your access policy to match roles and procedures of your team and get them training to maximize adoption and best practices. Create the foundation for more effective client relationships and improved customer service with integrated contact center solutions.