Expand the Scope of the Contact Center

Unified Expert Advisor Video Data Sheet

Video Data Sheet

Learn how Cisco Unified Expert Advisor increases the effectiveness and reach of the contact center. (5:08 min)

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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.

Cisco Unified Expert Advisor provides the following benefits:

• Improves first-call resolution and increases customer satisfaction by allowing subject matter experts anywhere in the enterprise to handle incoming customer calls
• Experts receive pre-call data, allowing faster problem resolution
• When deployed with Cisco contact center solutions, formal agents do not have to select the right expert; the Expert Advisor software does it for them
• Agents can transfer the caller to the expert, or engage in a three-way conference with the caller and the expert
• When deployed in standalone mode, Expert Advisor provides robust, efficient customer interactions without the need for traditional contact center agents
• Real-time and historical reports give decision makers detailed insights and control over their customer interaction flows