Enhancements in CCE 9 PRC 5
Improved Interaction Quality
• Customer Journey Views/Controls
The Customer Timeline within CCE allows agents the information they need at their fingertips, through a filmstrip view of present and past interactions with each customer.
• Advanced Wrap-Ups
Interactions can now be categorized and tagged to enable future searching.
• New Control Center Client
A new interface enables agents to see all interactions in a given area, and makes visible which ones are in or out of service level. Acting like a control room, this means agents can act like a router, as well as seeing what’s happening graphically in real-time.
• Spell Check in Multiple Languages
Interactions within CCE can now be spell checked in several different languages.
Total Cost of Ownership
• Old Framework Migration Path to CP IVR
Migrate without having to spend the time re-writing old PIL IVR scripts saving time and money. CCE now allows organizations to run their old PIL IVR scrips in the new environment – working from a more powerful framework without the need for re-writing.
• Visual IVR Integration
Use the same framework to support a mobile application. Customers no longer have to wait and listen to a set of menus, instead they can interact visually on their mobile deceive and take action.