UniAgent
UniAgent™ revolutionizes customer experience management by seamlessly integrating over 20 CRM systems into Cisco® contact centers. It empowers agents to effortlessly switch between inbound and outbound communications from a unified interface. By delivering tailored interactions across channels—voice, email, chat, and social media—UniAgent™ enhances first call resolution and fosters lasting customer loyalty.
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Top UniAgent Features
- Omni-channel customer engagement
- Dynamic agent interchangeability
- Integrated voice logging capabilities
- Screen pop for customer profiles
- One-click dialing from CRM
- CRM integration for multiple platforms
- Personalized customer interaction context
- Efficient resource utilization
- Enhanced first call resolution
- Multi-channel support for communications
- Call note metadata saving
- Embedded CRM CTI connector
- Mobile outbound calling from CRM
- Real-time analytics for interactions
- Customizable workflow automation
- Customer lifecycle tracking
- Seamless transition between channels
- User-friendly interface for agents
- Proactive customer experience management
- Continuous quality improvement tools
