Cisco Additional Chat and Email Queues
Enhance your Cisco contact center capabilities by adding essential chat and email queues to manage customer interactions more effectively.
- Expanded Capacity: Gain the ability to handle a greater volume of concurrent customer interactions across chat and email channels.
- Improved Responsiveness: Reduce customer wait times and increase agent efficiency by distributing inquiries across more dedicated queues.
- Scalable Operations: Easily scale your customer service operations to meet fluctuating demand without significant infrastructure changes.
- Enhanced Customer Experience: Provide timely and personalized support, leading to increased customer satisfaction and loyalty.
Product Overview
Product Overview
This Cisco platform licensing subscription provides the capacity to add dedicated chat and email queues to your existing Cisco contact center environment. It enables your organization to manage a higher volume of customer communications, ensuring that inquiries are routed efficiently and addressed promptly.
Ideal for businesses of all sizes that rely on digital channels for customer engagement, this license is designed for IT Managers and IT Professionals seeking to optimize their contact center operations. It integrates with your current Cisco infrastructure, allowing for seamless expansion of support capabilities without overhauling your existing setup.
- Increased Throughput: Process more customer inquiries simultaneously across chat and email.
- Optimized Routing: Assign specific queues to specialized teams or functions for more targeted support.
- Agent Efficiency: Improve agent productivity by ensuring a steady flow of manageable customer interactions.
- Flexible Scaling: Adapt your contact center capacity to seasonal peaks or business growth.
- Compliance Support: Maintain service level agreements by ensuring adequate resources for digital communication channels.
Empower your support teams with the necessary tools to deliver exceptional digital customer service, ensuring every customer interaction is handled with efficiency and care.
What This Enables
Expand Digital Support Channels
Enable teams to manage a higher volume of customer inquiries across chat and email. Streamline the distribution of digital customer communications to specialized support agents.
cloud-based contact center, on-premises contact center, hybrid contact center deployments, digital customer engagement strategy
Improve Agent Efficiency
Automate the routing of customer interactions to the most appropriate queues, reducing manual sorting and agent idle time. Provide agents with a consistent flow of manageable customer interactions to enhance productivity.
omnichannel support strategy, agent productivity optimization, customer service workflow management, contact center modernization
Scale for Peak Demand
Organizations deploying this license can easily scale their support capacity to handle seasonal peaks or promotional event surges. Businesses migrating to digital-first support models can ensure adequate infrastructure is in place.
seasonal business operations, e-commerce support scaling, marketing campaign support, business growth initiatives
Key Features
Additional Queue Provisioning
Increases the number of dedicated channels available for chat and email, allowing for better organization and management of customer inquiries.
Subscription-Based Licensing
Provides a flexible and predictable cost model for expanding contact center capacity, aligning expenses with operational needs.
Integration with Cisco Platforms
Ensures compatibility and seamless operation with existing Cisco contact center infrastructure, minimizing deployment complexity.
Scalable Capacity
Allows businesses to easily adjust their support capacity to meet fluctuating customer demand without significant hardware investments.
Improved Routing Capabilities
Enables more granular control over how customer inquiries are directed, ensuring they reach the right agents or departments quickly.
Industry Applications
Finance & Insurance
Financial institutions and insurance providers handle a high volume of sensitive customer inquiries via digital channels, requiring robust and scalable communication platforms to meet strict service level agreements and compliance standards.
Retail & Hospitality
Retailers and hospitality businesses rely heavily on digital channels for customer service, sales inquiries, and support, necessitating the capacity to manage numerous concurrent interactions during peak seasons or promotional periods.
Healthcare & Life Sciences
Healthcare organizations must manage patient communications efficiently and securely, often utilizing chat and email for appointment scheduling, inquiries, and follow-ups, requiring scalable solutions to maintain patient access and privacy.
Legal & Professional Services
Law firms and professional service providers handle client communications that require prompt attention and organized routing, making additional digital queues essential for managing client intake and ongoing case support.
Frequently Asked Questions
What is the term of this Cisco license?
This is a subscription license, meaning it is typically purchased for a defined term, such as one or three years. The specific term will be outlined at the time of purchase.
Does this license require new hardware?
This is a software license that expands the capacity of your existing Cisco contact center platform. It generally does not require new hardware, but compatibility with your current Cisco solution should be verified.
How does this help with customer support?
By adding more chat and email queues, your support team can handle a larger volume of digital inquiries simultaneously. This leads to reduced customer wait times, improved agent efficiency, and a better overall customer experience.
Deployment & Support
Deployment Complexity
Low — self-service
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.