UniContext™ for Cisco Context Services

Consilium UniContext™ - Premise based Context Management solution for Cisco

UniContext™ is Consilium’s on-premise replacement for Cisco Context Service (all the functionality of Context Service but without any cloud-hosted component) for up to 3 channels (voice, email and chat). 

 

UniContext™ Advantage

  • Improves Cisco Context Service adoption 
  • Provides premise based services for industries which traditionally do not allow cloud-hosting of customer data
  • Possible to send a holistic view of the customer journey, across all interaction channels, to an agents’ desktop

Functionalities

Inbound Voice Flow and Feature

  • Customer calls the hotline and is greeted by an IVR menu
  • Customer identifies himself using a government-issued Unique ID (UID) / National Identity number
  • UniContext™ hooks in the IVR check if the customer is a new or repeat caller, and generates a POD ID number for the interaction
  • Customer selects an option and is routed to an available agent
  • The call is delivered to the agent’s Cisco IP phone with call information in the Cisco desktop application (Cisco Finesse Agent Desktop or other.)
  • For repeat callers, UniContext™ gadget inside Cisco Finesse displays customer journey history based on UID and customer-entered digits in the UniAgent™ widget. Agent can look up customers and create and update PODs (Pieces Of Data.)  For new callers, agent can use the Manage tab to create the customer record and PODs.

Email Flow and Features

  • Customer emails the customer service email alias or by completing a web form
  • Customer identifies himself using a government-issued Unique ID (UID) / National Identity number in the email subject or using a web form field
  • UniContext™ hooks in the email script check if the customer is a new or repeat customer, and generates a POD ID number for the interaction
  • The email is delivered to the agent’s Cisco desktop application in the Email tab (Cisco Finesse Agent Desktop or other.)
  • For repeat customers, UniContext™ gadget inside Cisco Finesse displays customer journey history based on UID. Agent can look up customers and create and update PODs (Pieces Of Data.)  For new customers, agent can use the Manage tab to create the customer record and PODs.

Webchat flow and features

  • Customer initiates a web chat request using mobile or desktop
  • Customer identifies himself using a government-issued Unique ID (UID) / National Identity number in the chat entry point fields
  • UniContext™ hooks in the chat script check if the customer is a new or repeat customer, and generates a POD ID number for the interaction
  • The chat is delivered to the agent’s Cisco desktop application in the Chat tab (Cisco Finesse Agent Desktop or other.)
  • For repeat customers, UniContext™ gadget inside Cisco Finesse displays customer journey history based on UID. Agent can look up customers and create and update PODs (Pieces Of Data.) For new customers, agent can use the Manage tab to create the customer record and PODs.

Why Choose Consilium UniContext™ for Cisco Context Services

Datasheet

Check out how Consilium's UniContext™ for Cisco Context Services helped to achieve better ROI on operations.