Cisco EA-UC-NEW-USR

Cisco Unified Expert Advisor expands the scope of the contact center by allowing presence-enabled enterprise knowledge workers to handle incoming customer calls without the need for the rigid tools and business rules typically found in formal contact centers. You can deploy Cisco Unified Expert Advisor as an add-on to Cisco Contact Center solutions, or in a standalone mode without any formal contact center agents in the call flow.Cisco Unified Expert Advisor improves first-call resolution and increases customer satisfaction by allowing subject matter experts anywhere in your enterprise to handle incoming customer calls. Experts receive precall data, allowing faster problem resolution. The solution is highly flexible and customizable, allowing your enterprise to implement the most appropriate architecture and business logic to meet your customer contact needs.When deployed in standalone mode, Cisco Unified Expert Advisor provides robust, efficient customer interactions without the need for traditional contact center agents. Alternately, when deployed with Cisco Unified Contact Center Enterprise, the expert advisor software automatically selects the right expert, freeing the agent from this task. Agents can either transfer the caller to the expert or engage in a live, three-way conference with the caller and the expert.