Customer Experience Featured Article

VIM X Makes Cisco UCCE Migration Easier, Leaving Legacy Systems Behind

May 02, 2014

There are a lot of technologies that currently support the contact center, and while said technologies change on what seems like a daily basis, remaining current is one of the best ways managers can ensure that they are providing exceptional service to those calling in and for the agents serving the customers. Dialers, ACDs, call recording, IVR, WFO – all offer exceptional benefits, but what if contact centers can take all of the helpful bells and whistles and get them from one solution?

For these contact centers, migrating to Cisco’s (News - Alert) Unified Contact Center Enterprise (UCCE) combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier to rapidly deploy a distributed contact center infrastructure.

Migration can be tricky and come with some technical risks, but solutions like VIM X from Exony (News - Alert) can benefit organizations by having a continuous view of data while migration is happening. With VIM X, migration risk is reduced thanks to a phased migration, which helps to avoid major disasters.

VIM-X enables enterprises to make better use of resources, improve customer engagement and lifetime value.

Its latest features measure the customer experience, manage agent attributes for advanced, skills-based, precision routing and enable users to customize and extend the user interface with leading software vendor gadgets for the first time. It delivers support for the bulk loading of items into UCCE such as Agent, Skillgroups and CallTypes to simplify the creation of the UCCE environment.

With how rapidly things evolve in the contact center, migration to newer, more improved services come with a host of benefits.

Defining a strategy and roadmap that can migrate your existing solution to one that has CTI (News - Alert), Web integration, text, chat, email, and self-service along with utilizing various social media tools is the way to go, and thanks to VIM X, those with their eyes on Cisco UCCE can do so without worry.

Most of us understand the importance of acquiring a new generation contact center technology platform for improving productivity. Indeed, successfully migrating to a superior contact center platform can often be a competitive differentiator and should be of critical importance for large centers. Doing so doesn’t have to be a challenge. With VIM X, it’s a seamless, positive transition.

Edited by Alisen Downey

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