Cisco CCX 11.0 Advanced Quality Manager Media License
This Cisco CCX 11.0 Advanced Quality Manager license provides essential tools for monitoring and improving your contact center operations, ensuring high-quality customer interactions.
- Access to Advanced Monitoring: Gain deep insights into call recordings, screen captures, and agent performance metrics.
- Coverage for Quality Assurance: Enables comprehensive evaluation of agent interactions against business objectives and compliance standards.
- Protection against Performance Gaps: Identify areas for agent coaching and process improvement to reduce customer dissatisfaction.
- Entitlement to Compliance Tools: Support regulatory requirements through detailed interaction recording and analysis capabilities.
Product Overview
Product Overview
The Cisco CCX 11.0 Advanced Quality Manager license is a software subscription that unlocks sophisticated tools for contact center quality assurance and performance management. It provides the necessary entitlements to monitor agent interactions, analyze performance data, and ensure adherence to quality standards and regulatory requirements.
This license is designed for IT Managers and IT Professionals within SMB and mid-market organizations that utilize Cisco contact center solutions. It integrates with your existing Cisco Unified Contact Center Enterprise (UCCE) or Cisco Unified Contact Center Express (UCCX) platforms to provide a centralized system for quality management.
- Enhanced Interaction Recording: Capture and store call recordings and agent screen activity for detailed review.
- Performance Analytics: Utilize reporting tools to measure agent efficiency, customer satisfaction, and compliance adherence.
- Quality Scoring Tools: Implement standardized evaluation forms to objectively assess agent performance.
- Coaching and Feedback Mechanisms: Facilitate targeted agent coaching based on performance data and quality evaluations.
- Compliance Support: Maintain records necessary for regulatory compliance and internal policy enforcement.
This Cisco license empowers your team to proactively manage contact center quality and performance, driving better customer experiences without enterprise-level complexity.
What This Enables
Enable Comprehensive Agent Performance Monitoring
Enable teams to record and review agent calls and screen activity for detailed performance analysis. Streamline the process of identifying coaching opportunities and areas for skill development.
cloud-hosted contact center, on-premises contact center, hybrid contact center, unified communications deployment
Streamline Quality Assurance Processes
Streamline the creation and application of quality evaluation forms for consistent agent scoring. Automate the tracking of agent performance against defined quality metrics.
customer support operations, inbound sales teams, outbound service calls, technical support desks
Automate Compliance Monitoring
Automate the capture and retention of interaction data to meet regulatory and internal compliance requirements. Ensure auditable records are maintained for all customer interactions.
regulated business communications, data privacy adherence, internal policy enforcement, customer interaction logging
Key Features
Interaction Recording (Audio and Screen)
Capture complete customer interactions for thorough review, training, and compliance purposes.
Quality Management Forms and Scoring
Standardize agent evaluations with customizable forms, ensuring objective and consistent performance assessments.
Agent Performance Analytics
Gain insights into agent efficiency, adherence, and customer handling through detailed reports and dashboards.
Coaching and Feedback Tools
Provide targeted feedback and coaching to agents based on their recorded interactions and quality scores.
Compliance and Audit Support
Maintain necessary records for regulatory compliance and internal audits, reducing risk.
Industry Applications
Finance & Insurance
This sector requires stringent compliance with regulations like FINRA and SEC, necessitating detailed recording and monitoring of all customer interactions for audit and dispute resolution purposes.
Healthcare & Life Sciences
Healthcare organizations must adhere to HIPAA regulations, requiring secure and auditable recording of patient communications to ensure privacy and compliance with data handling standards.
Retail & Hospitality
These industries rely heavily on customer experience to drive sales and loyalty, making quality management essential for training staff, resolving complaints, and ensuring consistent service delivery.
Legal & Professional Services
Law firms and professional services often need to document client communications for liability protection and to ensure adherence to ethical standards and client service agreements.
Frequently Asked Questions
What is Cisco CCX 11.0 Advanced Quality Manager?
It is a software license subscription for Cisco contact center platforms that provides advanced tools for monitoring, evaluating, and improving agent performance and customer interaction quality.
What does the 'MEDIA' in the product name signify?
The 'MEDIA' designation typically refers to the licensing of the media recording capabilities within the Quality Manager suite, allowing for the capture of audio and screen interactions.
Is this a perpetual license or a subscription?
This product is a subscription-based license, meaning it is billed on a recurring basis for the duration of the term.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
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.