Kurmi for Cisco Contact Center

Smarter UC Management and Automation for Cisco’s Contact Center Solutions – UCCx and PCCE

Automate Day-to-Day Cisco Contact Center Operations

Automate Management of Cisco Unified Contact Center Express (UCCx) and Cisco Packaged Contact Center Enterprise (PCCE)

Kurmi Provisioning Suite lets you manage your contact center users on Cisco UCCx and PCCE from a single pane of glass. Agents can be automatically provisioned or migrated to the right bundle of communications services based on their profile (function, teams, sites). Supervisors can adjust skills and schedule in advance group/team modification based on campaign or immediate needs. Kurmi provides a scalable solution, from smaller deployment with Cisco UCCx to larger numbers of agents with Cisco PCCE.

In addition, Kurmi Provisioning Suite lets you, if needed, manage the whole Cisco US stack and more, from the same intuitive interface!

Fast Provisioning for Cisco UCCx and PCCE

Provisioning and administration for contact centers can be complex and time-consuming. Complicating matters: Contact Center (CC) and Unified Communications (UC) operations are often managed in different teams.

Kurmi Provisioning Suite revolutionizes the way you manage and provision users across the Cisco environment. Whether you’ve deployed Cisco UCCX or PCCE, you can provision a new agent or supervisor with one click. You no longer need to send an activation request to the telecom team or to juggle between CUCM and CC management tools—agents are automatically created on the call manager (line, phone, softphone, etc.) and you can easily assign sites, skills, competence levels, groups and teams within one form.

Cisco UCCx and PCCE Routing Operations Management

Kurmi allows you to delegate management operations to site supervisors. They can easily apply and change skills or waiting queues in real time to respond to changing traffic conditions and performance.

Work the Way You Want to, Not the Way You Have to

Get all the tools you need to streamline and optimize the day-to-day management of users on your enterprise communications systems.

Cisco CUCM Provisioning

Automatic provisioning of the user on CUCM (line, phone, softphone, application user, IPCC)

Profile, Skills, and Competence Levels

Easily assign and manage profiles (agent or supervisor), skills, groups, and competence levels of agents

Resource Groups and Team Assignments

Manage team and group assignments of your users on Cisco UCCX and PCCE in just a few clicks. Also delegate it to your local site supervisor

Profile-Based Management

Easily define user profile templates by function and/or sites. Provisioning now takes a matter of seconds.

DID Number Management

Access numbers in your DN pools across multiple locations or clusters in real time. Automatically assign available numbers.

Multi-Level Delegation

Simplify day-to-day operations management by delegating it to local supervisors and team leaders (routing rules, etc.)

Role-Based Access Control

Define the rights and level of autonomy of each of your local supervisors.

API and SDK Connector

Easily integrate your Kurmi Provisioning Suite with your IT systems (such as ServiceNow for ITSM) to streamline your internal workflows.

Scheduling and Grouping

All operations (move, add, change) can be grouped and scheduled to be performed on the date and time of your choice. Plan your call campaign and reskilling in advance