CC-One Contact Center

Transform Your Contact Center

The role of the contact center is changing from a cost center to a strategic corporate asset. While focusing on cost reductions made sense a decade ago, today it’s all about agent productivity and maximizing sales and service business outcomes – and other key metrics that determine if you are delivering real value.

Transform your contact center into a strategic business asset with Cisco CC-One—an omni-channel, cloud contact center solution that uses predictive analytics to lower operating costs and improve business performance.

Whatever key performance indicators you use to measure the success of your contact center, CC-One will help you monitor, manage and maximize them.

Flexible Cloud Solutions for Any Contact Center

CC-One can meet all your needs for omni-channel customer communications or fit naturally into your existing environment. CC-One can plug into SalesForce, add predictive analytics to optimize your operations or bring global control and visibility to your distributed sites and on-premise systems from the cloud.

Omni-Channel Contact Center
Voice, web, email. chat and social channels in a unified cloud contact center environment that improves agent productivity and the customer experience

Call Center for Salesforce
A unified environment to run all contact center operations within Salesforce to improve agent, manager and administrator productivity

Analytics-Driven Contact Center
Predictive analytics that dynamically matches customers and agents using the agent, customer and interaction history data to optimize resolutions

Hybrid Cloud Contact Center
Centrally routes omni-channel customer interactions to distributed on-premise and cloud systems for a graceful migration to the cloud

Cloud Contact Center Features for Businesses Large and Small

Whether you’re a new business creating your first contact center, a medium size business looking to improve contact center operations, or a large enterprise needing visibility and control over multiple contact center sites, Cisco CC-One has a solution that will fit your needs.

Cisco CC-One is a truly unified cloud contact center solution, offering omni-channel customer interactions over web, email, chat and social, and integrated collaboration between your agents and the back office through voice, chat and video. Integrated workforce optimization, outbound campaigns and predictive analytics give you everything you need for a high-performing contact center in the cloud.

Got an old system in place already? No worries, CC-One can gracefully migrate you to the cloud and all of its benefits, without expensive and risky “rip and replace” approach.

Cisco CC-One improves the efficiency of your agents, contact center managers and administrators, creating a seamless customer experience across all major communication channels.

Omni-channel Customer Interactions
Communicate via voice, web, email, chat and social from a unified environment

Unified Communications
Ease collaboration between agents, managers and back-office subject matter experts

Predictive Analytics-based Routing
Match each customer to the best agent for the best business outcomes

Cloud Contact Center Solutions
Centrally manage ACD, speech-enabled IVR, WFO, Outbound Campaigns and CRM integration

Omni-channel View of Customer Journey
Analyze cross-channel customer interactions with integrated “voice of the customer” analytics

Performance Analytics
Understand the agent and customer behaviors and attributes that drive the business