© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 © 2011 Cisco and/or its affiliates. All rights reserved.

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 UCM Hunt Group & Native Queuing Contact Center Express CCX Attendant Console CUxAC Customer call is transferred to the next extension in the group until answered Calls held in queue if agent is not available “Lack of consistency required us to introduce a live person.” Customer call is answered by an attendant who directs the call with the help of a desktop GUI “We were losing sales from long hold times and frequent call transfers.” IVR self-service for account status Screen pop and CRM integration for centralized customer info Integrated reports reveal opportunities to improve the customer experience

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Agent-based and self-service applications Agent-based and self-service applications Inbound/Outbound Voice: a contact-center-in-a-box Fully integrated ACD, Reporting, Desktops, CTI & IVR Blended Agent , Preview Outbound, Outbound IVR Fully integrated ACD and IVR for inbound and outbound voice Improve customer interaction and create more loyal customers with Cisco Unified Contact Center Express.

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Functionality Packaging Simple to Deploy Two choices for routing algorithms Most skilled agent Most idle agent Additional historical and real time reports Transcript retention and retrieval Ability to allocate/not allocate chat contact while agent is on voice call Configurable “agent no answer” and “chat idle timeout” Entry level integrated Web Chat functionality included with Premium seat Web Chat will require separate server to host SocialMiner Browser based agent and supervisor interface accessible in integrated browser of CAD/CSD Built-in tool to create sample code for customer website form Complete configuration in 5 simple steps Agent is included in the Cisco Unified CCX Premium package

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Embedded Intelligence Center Cisco Unified Intelligence Center (Standard version) embedded with all packages of Unified CCX for Historical reports No Additional cost Option to switch between HRC and CUIC in 9.0 Support all of the existing out-of-the-box HRC reports User management integrated with CCX Cisco Unified Intelligence Center Benefits Customized views, thresholds on reporting data Scheduling enables report and data distribution via Permalinks enable one-click access to reporting data Audit Trail report to track reporting activity by administrator

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