Cisco Contact Center Suite
Better contact center performance with your Cisco UCCE and UCCX platforms
Click here to find out more about our Comstice Quartz multi-vendor contact center solution.
Comstice Wallboard
- Comstice Wallboard is a real-time and historical data visualization platform for Cisco UCCE/PCCE and UCCX. It is accessible through the web, mobile app and desktop ticker.
- It is designed to visualise data easily using the out of the box indicators, access third party data as well as the call center statistics.
- It also helps to notify the stakeholders with visual and audio alerts, scrolling team messages, dynamic notifications based on the business rules, alerts via email and SMS.
Quartz Reporting and Analytics
- Comstice Quartz is a reporting and analytics platform for Cisco UCCE/PCCE and UCCX. It includes all the Cisco CUIC reports as well as the Comstice Stock reports we built over the years. It helps businesses to automate reporting and make it more visual with report designer, team and agent scorecard. It also has agent and supervisor call control functions, agent reskilling feature included.
- Using Historical Dashboards, you can monitor the call trends as well as the contact center performance visually and take necessary actions quickly. Learn more
- Comstice Quartz Web Portal is for all the business stakeholders of the contact center operations, from agent to C-level.
Comstice Cisco Finesse Thick Client
- Comstice Desktop Agent is a compact think client that agents do not need to install or upgrade.
- Simply click and run application helps agents to have sceen-pop, call control, call logs, team states, team alerts and access to Cisco and Active Directory phone books.
- It is integrated to any third party CRM platform, customer SMS and email features. Click here to learn more about Comstice Quartz Reporting and Analytics solution.
Comstice Mobile Agent for Cisco Finesse
- Comstice Mobile Agent app is a Cisco Finesse client that helps agents to swicth between desktop and mobile. When logged in as mobile agent, customer calls are delivered through mobile cellular network to guarantee audio quality. Same agent ID is used for both desktop and mobile, therefore agent reports remain unified.
- Comstice Customer Journey Maps provide the details of each journey through various channels for a customer. Call center agents and BI experts can analyze the overall customer touchpoints visually and then drill down deeper into individual engagement details.
CRM / Backoffice Integration
Comstice can integrate many CRM platforms including ServiceNow, Salesforce, Zendesk, SAP. This can help agents to manage the tickets and update customer details on the same screen.
Customer Journey Maps
- Visualising real-time and historical customer journeys for better customer engagement, minimizing handle time and increase first contact resolution.
- Comstice Customer Journey Maps provide the details of each journey through various channels for a customer. Call center agents and BI experts can analyze the overall customer touchpoints visually and then drill down deeper into individual engagement details.
FAQ
-
What is the license model for Comstice Quartz?
Quartz is built on a reported (named) agents license model. There is no restriction on number of concurrent users accessing the data.
-
Do I need additional licenses or AWS services to use Comstice Quartz?
No additional licenses needed. All the services will be provided as part of the solution.
-
Can we create our own reports from Amazon Connect CTRs
Yes. There are also some stock reports Comstice built based on the industry best practices that you can access directly. Check out Amazon Connect reporting guide by Comstice
-
How can I migrate my existing reports from another vendor?
You can check Amazon Connect reporting guide by Comstice for similar reports. If there is a particular parameter which is not available Amazon Connect CTRs, Comstice can help you to capture that information using AWS Lambda.
-
Why should I use Quartz instead of Tableau?
Quartz is specifically designed for managing and visualising customer experience. It has built-in reports, charts and dashboards as well as other contact center features out of the box.
-
Does Comstice Quartz offer a data warehousing feature?
Quartz can offer data warehousing, so that your historical data is archived, even when your call center database is purged.
-
Can I control the level of access that my team members and supervisors have?
Yes, you can. It is possible to create profiles to access agent-specific and call volume information.
-
Can I control the level of access that my team members and supervisors have?
Yes, you can, via our Task Manager capability. It is quite comprehensive and lets you to document,report and forecast backoffice tasks as well.
-
Can I change agent skills / settings?
Yes, you can, if you are using Cisco or Amazon Connect contact centers.
-
How long does it take to train an agent or supervisor on Quartz?
Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.
-
How easy is it to send a report to a stakeholder who is not set up as an agent?
You can create a report and share the permanent link, or schedule the report and they will receive it as a weblink via email once the report is generated. Past reports can be accessed from their Quartz accounts.