- Parent Category: Contact Center
More and more, customers are turning to new methods of interacting with companies to learn more about products and services, to conduct business and to seek support. In today's contact centers, email, fax, chat and even video interactions are gaining momentum. The challenge for contact center managers is to develop a cost-effective strategy to intelligently and efficiently route, process and manage these types of interactions as they grow in volume and importance. Multichannel Express leverages the Cisco Unified Contact Center Express (UCCX) platform and is designed to seamlessly integrate alternative channels of communication, including email, fax, chat and video, into the common activities of contact center agents, supervisors and management.