Cisco Elevate Advanced Quality Management Bundle for UCCX or UCCE
Elevate your contact center's quality management with the Cisco Advanced Quality Management Bundle, providing enhanced monitoring and analytics for UCCX or UCCE environments.
- Access to Advanced Features: Unlock sophisticated tools for call recording, screen capture, quality scoring, and performance analytics.
- Coverage for UCCX/UCCE: Specifically designed to integrate with and enhance Cisco Unified Contact Center Express (UCCE) or Cisco Unified Contact Center Enterprise (UCCE) platforms.
- Subscription-Based Licensing: Provides continuous access to the latest features and updates through a flexible annual subscription model.
- Improved Agent Performance: Enables targeted coaching and performance improvement based on detailed interaction analysis.
Product Overview
Product Overview
The Cisco Advanced Quality Management Bundle is a platform software license that provides advanced capabilities for monitoring, evaluating, and improving customer interactions within Cisco Unified Contact Center environments. This subscription-based offering unlocks features essential for maintaining high service standards and operational efficiency.
This bundle is ideal for IT Managers and IT Professionals in SMB and mid-market organizations who manage contact center operations. It integrates directly with existing UCCX or UCCE deployments, providing a critical layer of quality assurance and performance insight for their internal customer support or service teams.
- Enhanced Quality Monitoring: Gain deeper insights into agent performance and customer experience through advanced recording and evaluation tools.
- Performance Analytics: Utilize data-driven insights to identify trends, areas for improvement, and opportunities for agent coaching.
- Compliance and Risk Management: Ensure adherence to regulatory requirements and internal policies with comprehensive recording and auditing capabilities.
- Streamlined Workflows: Automate aspects of the quality management process, reducing manual effort and increasing efficiency.
- Scalable Solution: The subscription model allows for easy scaling of capabilities as your contact center needs evolve.
Empower your contact center teams with advanced quality management tools to drive better customer outcomes and operational excellence.
What This Enables
Enhance Agent Performance Monitoring
Enable teams to systematically review agent interactions, identify coaching opportunities, and track performance against key metrics. This leads to improved customer satisfaction and agent skill development.
cloud-hosted contact center, on-premises contact center, hybrid contact center, unified communications deployment
Streamline Quality Assurance Workflows
Automate the process of selecting interactions for review, scoring agent performance, and providing feedback. This reduces manual effort and ensures consistent evaluation standards across the team.
integrated communication platforms, customer support operations, internal service desks, distributed workforce
Ensure Regulatory Compliance
Maintain adherence to industry regulations and internal policies by leveraging robust call and screen recording capabilities. This provides an auditable trail for all customer interactions.
regulated industry operations, data privacy management, security-conscious environments, audit-ready infrastructure
Key Features
Advanced Call and Screen Recording
Capture complete interaction context to ensure thorough quality evaluations and compliance.
Configurable Quality Scoring Forms
Standardize agent evaluations with customizable forms tailored to specific performance criteria.
Performance Analytics Dashboard
Visualize key quality metrics and trends to identify areas needing attention and track improvement over time.
Agent Coaching Tools
Facilitate targeted feedback and development plans based on objective performance data.
Subscription Licensing
Access the latest features and updates with predictable annual costs, allowing for easy scalability.
Industry Applications
Finance & Insurance
This sector requires stringent adherence to compliance regulations like PCI DSS and FINRA, making robust call recording and quality monitoring essential for auditability and risk management.
Healthcare & Life Sciences
HIPAA compliance mandates secure handling of patient information, necessitating secure recording and evaluation of patient interactions to ensure privacy and quality of care.
Retail & Hospitality
High customer interaction volumes demand efficient quality assurance to maintain brand reputation and customer loyalty, with a focus on service consistency and issue resolution.
Government & Public Sector
Public sector agencies often face strict accountability and transparency requirements, benefiting from detailed interaction records for service improvement and compliance verification.
Frequently Asked Questions
What is the Cisco Advanced Quality Management Bundle?
It is a software license subscription from Cisco that enhances quality management capabilities for their UCCX and UCCE contact center platforms. It provides tools for recording, evaluating, and analyzing agent interactions.
What is the difference between UCCX and UCCE?
UCCX is designed for small to medium-sized businesses, offering a simpler deployment. UCCE is a more robust, scalable solution for enterprise-level contact centers with complex routing and management needs.
How is this licensed?
This is a subscription-based license, billed annually. It provides access to the software features for the duration of the subscription 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.