SCM allows the creation and management of service centers by providing tools to manage and report on Native Queues and Hunt Groups on Cisco UCM. This product allows businesses to integrate contact centre capabilities easily and cost effectively - the ultimate solution for basic call centre management.
How it Works
SCM integrates tightly with Cisco UCM via a number of APIs to allow Hunt Groups and Native Queues to be managed from a simple supervisor dashboard.
Features & Benefits
The SCM leverages the Native Queuing and Hunt Group capabilities of Cisco UCM 9.1 (and higher)
Supervisors can optionally Monitor and Whisper or Barge into an agents call
Detailed Queue and Agent reporting with report scheduling and automatic emailing
Call centre supervisors can monitor call queues
Supervisors can monitor agent status and manage agent assignment
Real time wallboards and dashboards allow decision making to be made in real time
Agents are able to change their availability through their phone or Jabber client e.g. when they are on breaks or in meetings
Groups of supervisors, agents and queues are self managing once configured
Very low overhead on IT department resources
Agents can use their Jabber tab to enable after call Wrap-Up