About Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Enterprise (UCCE) provides a powerful solution for intelligent call routing, multichannel communications and application integration

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Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure.

Cisco Unified Contact Center Enterprise allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen. Since each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.

Contact and service centers which are worthy of the name

Despite however much criticism, service centers still function as an interface to the customer and contribute substantially to a company's success – that is, so long as they are more than merely telephone switchboards.

Communication, integration, transparency and optimization are the key words here. A working service center has to be tightly bound to an organization's communications concept. Seamless integration into the other IT systems guarantees that the service agent is able to work efficiently and to provide the information required. Transparency of customer contact and processed requests is the basis for adjustment to market conditions and consistent improvement.

CONET does not leave its customers on their own with new technology: whereas other service providers call it a day once they've set up the telephone workstations, this is where the real job begins for us. As specialists for systems integration and communications, CONET implements service centers worthy of the name.

Certified Competence in the Advanced Technology Provider Program (ATP)

With the status of a “Cisco ATP - Unified Contact Center Enterprise Partner for Germany“, the US-based network and communications provider Cisco acknowledges the high level of personnel qualification among the CONET specialists in selling, designing, installing, and supporting the ATP program specific technology and products. CONET is regularly recertified in this area and had already been one of the first German partners with this qualification.

With the special designation, Cisco reconfirms CONET's extensive know-how-levels in implementing powerful and complex communications solutions, because by examining and verifying all the relevant criteria important for an excellent customer service in course of the ATP Programs, Cisco ensures that end-users can always rely on a high level of strategic and technical competence in the certified partners. Therefore, special emphasis is put upon the fact that quality management and support processes of all the partners also follow exceptional standards. CONET has been able to convince the auditors in all these respects with their strong commitment to implementing the best possible customer solutions.

CONET has been a successful Cisco Premier Certified Partner for more than ten years and is currently also specialized for Advanced Collaboration Architecture and Express Foundation. Together with the Advanced Technology Provider status for the Unified Contact Center (ATP-UCC Enterprise), this is the firm foundation for targeted consulting and innovative solutions for special requirements. Among CONET’s customers in the area of unified communications are leading businesses and organizations from industry, commerce, finance, public security and defense like Media-Saturn, Union Investment, the Austrian highway and tunnel operator ASFINAG as well as the German Armed Forces Bundeswehr and NATO.

Related Solutions

Foto: Managing Director & Director Communications Michael Exner