An organization wants to collect an account number from a customer via IVR prompting.
Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agent's CRM desktop application.
The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record.
Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?
Correct Answer: C
Explanation
Cisco Unified CCX Premium is the product that the organization needs for the capability of collecting an account number from a customer via IVR prompting, and then using a keystroke macro to insert the account number into the agent's CRM desktop application. Cisco Unified CCX Premium is the highest-level package of Cisco Unified CCX, which offers the most features and functions for customer contact interaction management. Cisco Unified CCX Premium supports advanced IVR capabilities, such as database integration, custom scripting, and HTTP-based data exchange, which enable the organization to collect and validate customer information from various sources. Cisco Unified CCX Premium also supports CTI integration, which allows the organization to use keystroke macros to automate the interaction between the agent desktop and the CRM desktop application. Keystroke macros can help the organization to improve agent productivity, customer satisfaction, and data accuracy, by reducing the need for manual data entry and lookup. Cisco Unified CCX Premium also supports outbound campaigns, email and chat interactions, quality management, and workforce management, which are not available in the lower-level packages of Cisco Unified CCX. Cisco Unified CCX Standard and Enhanced do not support the capability of using keystroke macros to insert the account number into the agent's CRM desktop application, as they do not support CTI integration. Cisco Unified CCX Enterprise is not a valid product name, as Cisco Unified CCX is only available in Standard, Enhanced, and Premium packages. Cisco Unified IP IVR is not a product name, but a feature of Cisco Unified CCX, which provides basic IVR functionality, such as call routing, queuing, and self-service. References:
Cisco Unified Contact Center Express 11.6 Data Sheet - Cisco1 Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Learning Tree2 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 1
