Advantages of Deploying Self-Service Solutions

Posted by Corey Coblentz on Oct 21, 2016 8:48:00 AM

The largest complaints callers have with regards to call centers is waiting on hold for an excessive period of time or navigating through an endless phone menu with hard-to-follow/lengthy prompts.  In fact, social media is filled with sites that consumers can voice their criticisms: On hold with.  

This problem is further compounded by organizations who have IVR (Interactive Voice Response) and ACD (Automated Call Distribution) technologies but only use the ACD component in combination with simple rules to route calls to agents. These shortcuts are often because of the costs or challenges associated with deploying.

Inevitably delivering the bare minimum queuing with no self-service results in overloaded agents, angry consumers and excessive queue times.

 

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Topics: Weekly UC Tips, UCCX, Contact Centers

Troubleshooting Erroneous Call Flows and Toll Fraud in Cisco Unity and UCCX

Posted by Ben Petroff on May 5, 2016 11:32:07 AM

 

Your company is a Cisco Unified Communications environment and you are trying to identify an inbound call flow in order to diagnose an issue with hard facts. You ask yourself: "How can I find the call flow that is being accessed at the time of my issue?"  This guide will help you diagnose two use cases:  

  1. Erroneous call flows in Cisco Unity 
  2. Toll Fraud.

Although we are focusing on these two particular cases these solutions can be used to diagnose a variety of issues . 


PROBLEM

You are unable to figure out what the inbound caller is dialing before and after they access your system (Unity, UCCX).

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Topics: Weekly UC Tips, Cisco Unity, UCCX

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