Collaboration & Contact Center – DCS Website

Contact Center

		Calabrio Voice Recording Calabrio Call Recording is an enterprise recording solution that allows you to prove adherence to regulations, clear up transaction disputes, and defend the interest of the business while still upholding excellence in customer service. Calabrio Call Recording captures and stores each transaction securely to protect private data and meet mandatory security regulations and recommended guidelines: Visibility to recordings can be restricted to users with maximum security clearance, or access can be provided to other specific roles. Recordings are compressed using voice-specific algorithms before they’re sent to the designated storage device, allowing you to maximize your investment in storage devices. Meets PCI (Payment Card Industry) data security standards, including flexible API for start, stop and pause of recording

		Cisco Unified Contact Center Express Cisco Unified Contact Center Express (CCX) helps businesses and organizations deliver a connected digital experience, enabling contextual, continuous, and capability-rich journeys for your customers, across time and channels. This easy-to-deploy and easy-to-use solution supports up to 400 agents and is designed for midmarket companies or enterprise branch offices. Secure and highly available, it supports powerful agent- based services and fully integrated self-service applications, including Automatic Call Distributor (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and digital channels including email and chat, and customer experience management tools.
		Webex Contact Center Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Center’s best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment.
		Webex Workforce Optimization Webex Workforce Optimization transforms the supervisor experience, giving supervisors access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering exceptional customer experiences. The powerful Webex Workforce Optimization suite of applications includes: Call Recording and Quality Management Workforce Management Analytics

		Case Management by DCS Case management and incident tracking system. Enables users to open tickets and log information for task tracking which can be dynamically initiated from web portal and/or API-based triggers. Also provides user activity for supervisors to determine team performance, analyze issues handling.
		Chat Bot Systems Rule-based chatbot with workflow and productivity tracking. Integration with Cisco Webex to enable logging task progress step-by-step with state transition. Productivity and provides guideline for work optimization as benefit.
		Contact Center Chat Integration Chat channel queue distributed system for handling customer chat request and assign to designated agents by given conditions, similar to telephony channel. Integrates with multiple popular social platforms and simplified chat experience to agents.
		Contact Center Customization Unified smart agent platform integrates various customer channels into the single application. Enable agents to work with less distraction by less windows switching and more productivity by improved on information focusing.
		Knowledge Base Management Provides resources, documents, training manuals and/or frequently asked questions as shared information between users in the organization to enable self-service. Features with rich-content editor and file uploading. Able to integrate with external services and/or tailor-made customized pages.

		NICE CXOne A cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more.NICE CXone offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud.NICE CXOne can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Customer service and support applications are also available as part of the integrated suite.

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Collaborative Communications

		Cisco Desk Series The all-in-one collaboration and productivity device for your desk—at home, in the office, or in a shared space. It is purpose-built for collaborating, whether you’re in a meeting, sharing your laptop screen, or brainstorming with a teammate. The Desk device features a 24-inch, interactive 1080p display, 64-degree 8MP camera, full-range speaker, and a mic array with AI-powered background noise removal.This powerful device creates a clutter-free desk space, enabling you to be organized and productive. Manage your workday with dynamic layouts and custom views, take the strain off your laptop, and optimize your meetings—all from a single system. Meet without distractions or background noise. Rock a presentation with immersive sharing. Co-create with digital whiteboarding and live content annotations.Easy setup and management capabilities allow customers to deploy and support thousands of devices at once. And with Control Hub you’ll gain insight into environmental health and device usage with the ability to triage issues from anywhere.
		Cisco Headset These headsets are designed for mobile or office workers, enabling productivity in any environment with superior audio, adaptive noise cancellation, enterprise-grade security, and a sleek microphone design. Deep integrations with Cisco collaboration applications and devices allow for intuitive user experiences and intelligent IT headset management.
		Cisco IP Phones Cisco IP Phones empower your business with a new collaboration experience that connects you with the right people, with the right information at the right time, so you can accelerate team performance and maximize your business results. Effective collaborative experiences among individuals and teams can help you harness the power of your busy professional staff by enabling them to collaborate confidently with customers, partners, colleagues, and suppliers.
		Cisco Microphones Bring directional, crisp voice pickup into meeting rooms for a fully immersive, undisrupted sound experience for remote participants. Table Microphone / Table Microphone pro Celling Microphone
		Cisco Room Navigator Simplicity, inside and out : Transform your workplace with simple and intelligent experiences while eliminating the friction from the in-office journey. Running natively on Cisco RoomOS or Microsoft Teams, the Cisco Room Navigator table-stand and wall-mount touch device is a purpose-built room peripheral designed to bring ease and convenience into modern workspaces via instant access to conference controls, smart room booking, room controls, and your go-to workspace experience apps.
		Cisco Unified Border Element Session border control for any company size. Get highly secure voice and video connectivity from the enterprise IP network to service provider SIP trunks. Cisco Unified Border Element (CUBE) performs the four critical functions of a session border controller: session control, security, interworking, and demarcation. Migrate to SIP in a way that works for your business by controlling the pace and strategy.Cisco Unified Border Element (CUBE) version 14 is an enterprise-class Session Border Controller (SBC) solution that makes it possible to connect and interwork large, midsize, and small business unified communications networks with public and private IP communication services.As a licensed feature set of Cisco IOS® XE Software, CUBE has a wide range of capabilities that may be used to secure, monitor, and maintain business-critical connections and to ensure compliance with industry standards. Collectively, CUBE features provide exceptional flexibility when architecting highly available enterprise communications networks that save money and offer richer voice and video collaboration experiences to users.
		Cisco Unified Communication Manager Cisco Unified Communications Manager is the heart of Cisco collaboration services, enabling session and call control for video, voice, messaging, mobility, instant messaging, and presence.Telephony remains a critical part of doing business for many organizations and supporting remote work from a voice and unified communications perspective remains a top priority for Cisco.Cisco® Unified Communications Manager (UCM) is the core of Cisco’s collaboration portfolio. UCM has a rich feature set that supports calling, mobility, conferencing, and messaging features. Release 14 of UCM extends the product with new features for remote workers. UC Manager is the industry leader in enterprise call and session management platforms, with more than 300,000 customers worldwide, and more than 120 million Cisco IP phones and soft clients deployed
		Cisco Unity Connection Cisco Unity Connection is a robust unified messaging and voicemail solution that provides users with flexible message access options and IT with management simplicity.Cisco Unity Connection lets users access and manage messages from an email inbox, web browser, Cisco Jabber, Cisco Unified IP Phone, smartphone, or tablet. Unity Connection also provides flexible message access and delivery format options, including support for voice commands, speech-to-text transcription, and even video greetings.Cisco Unity Connection is highly secure. It is designed for complex distributed global deployments with support for high availability, redundancy, and branch office survivability. It is fully virtualized and can be run on specification-based hardware.
		Cisco Voice Gateway With Cisco VG Gateways, you can enjoy the benefits of unified communications while using your existing analog devices, including analog phones and fax machines. There’s no need to replace your entire phone system. Cisco VG Series Gateways help you migrate at your own pace and budget by taking full advantage of the investments you have already made.
		Webex Meetings : Webex Suite. Integrated, effortless collaboration. Meeting, messaging, calling, events, and more all on one secure platform built for modern hybrid work. Maximize teamwork. Minimize costs.

		Netcode Intellibill The call accounting and billing can report call activity and tightly integrate with your Cisco Unified Communications Manager to ease administration and enjoy the benefits of IP telephony solutions. Intellibill will provide you with visibility into your IP telephony usage, including graphical and text reports, as well as extensive details or summaries at the cluster-wide, Department, Trunk, or Individual level. With a web-based interface, administrators can access Intellibill from a laptop, desktop, tablet, or anywhere on the network using a standard web browser. Intellibill’s exclusive design for the Cisco solution provides call activity information for external, incoming, and internal calls. Reports can be seen as graphical and exportable for further processing as PDF, XLS, and CSV.

		Poly Headset/Plantronics Headset Poly/Plantronics creates premium audio and video products so you can have your best meeting and collaboration — anywhere, anytime, every time. Our headsets are beautifully designed and engineered to connect people with incredible clarity. They work seamlessly with leading hybrid work platforms. And our union with HP means they also are part of an ecosystem of innovative and easy-to-use solutions and services that simplify hybrid working. Why just show up when you can stand out?

Contact Center

		Calabrio Voice Recording Calabrio Call Recording is an enterprise recording solution that allows you to prove adherence to regulations, clear up transaction disputes, and defend the interest of the business while still upholding excellence in customer service. Calabrio Call Recording captures and stores each transaction securely to protect private data and meet mandatory security regulations and recommended guidelines: Visibility to recordings can be restricted to users with maximum security clearance, or access can be provided to other specific roles. Recordings are compressed using voice-specific algorithms before they’re sent to the designated storage device, allowing you to maximize your investment in storage devices. Meets PCI (Payment Card Industry) data security standards, including flexible API for start, stop and pause of recording

		Cisco Unified Contact Center Express Cisco Unified Contact Center Express (CCX) helps businesses and organizations deliver a connected digital experience, enabling contextual, continuous, and capability-rich journeys for your customers, across time and channels. This easy-to-deploy and easy-to-use solution supports up to 400 agents and is designed for midmarket companies or enterprise branch offices. Secure and highly available, it supports powerful agent- based services and fully integrated self-service applications, including Automatic Call Distributor (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and digital channels including email and chat, and customer experience management tools.
		Webex Contact Center Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Center’s best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment.
		Webex Workforce Optimization Webex Workforce Optimization transforms the supervisor experience, giving supervisors access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering exceptional customer experiences. The powerful Webex Workforce Optimization suite of applications includes: Call Recording and Quality Management Workforce Management Analytics

		Case Management by DCS Case management and incident tracking system. Enables users to open tickets and log information for task tracking which can be dynamically initiated from web portal and/or API-based triggers. Also provides user activity for supervisors to determine team performance, analyze issues handling.
		Chat Bot Systems Rule-based chatbot with workflow and productivity tracking. Integration with Cisco Webex to enable logging task progress step-by-step with state transition. Productivity and provides guideline for work optimization as benefit.
		Contact Center Chat Integration Chat channel queue distributed system for handling customer chat request and assign to designated agents by given conditions, similar to telephony channel. Integrates with multiple popular social platforms and simplified chat experience to agents.
		Contact Center Customization Unified smart agent platform integrates various customer channels into the single application. Enable agents to work with less distraction by less windows switching and more productivity by improved on information focusing.
		Knowledge Base Management Provides resources, documents, training manuals and/or frequently asked questions as shared information between users in the organization to enable self-service. Features with rich-content editor and file uploading. Able to integrate with external services and/or tailor-made customized pages.

		NICE CXOne A cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more.NICE CXone offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud.NICE CXOne can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Customer service and support applications are also available as part of the integrated suite.