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Cisco Employee

UCCX 9.0 RFP Compliancy

Dear Experts,

Our customer released an RFP for a contact center that should satisfy specific requirements. We are proposing UCCX 9.0 that fits all the mandatory and optional requirements in the RFP except for the following three points where we need your assistance to verify:

1) End to end Reporting: Grave reporting provides the exact chronology of each call on your system from the moment the call hit your phone switch to the instant the call ended., with transfer success and failure report

2) Advanced Reporting & Analytics: The ability to have data that show trends (AHT, ATT, etc.) and also enables advanced statistical analysis

3) Outbound Solution: Outbound Solution with ability to predict the unreachable MSISDNS then  forwarding the reachable calls only to the agents.

Please advise.

Thanks.

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Cisco Employee

UCCX 9.0 RFP Compliancy

Hi ,

Can you be please brief us more about all the three points on  customer's reporting requirement . from 9.x UCCX will have CUIC report and you can customize it also .

Regards

Ravi

Cisco Employee

UCCX 9.0 RFP Compliancy

Hi,

Unfortunately, this is all we had from the customer. I reviewed the documentation and found that CUIC "Agent Detail Report" partially addresses the first point and fully addresses the second point. The customer want to generate detailed reports for calls starting from the user calling the contact center and and the call treatement inside the queue. I'm not sure if we need CUIC premium or a third party solution to fully satisfy both points 1 and 2.

Regarding the third point, the customer wants to achieve predective outbound dialer functionality without reserving the agent during the outbound call establishment. Also, once the called user answers, he get forwareded to the agent or get queued maybe in case all agents are busy.

Regards,

Mohammed.

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