Critical Cisco Contact Center Bug Threatens Customer-Service Havoc

Cisco UCCE is an on-premises customer-service platform capable of supporting up to 24,000 customer-service agents using channels that include inbound voice, outbound voice, outbound interactive voice response (IVR) and digital channels. It also offers a feedback loop via post-call IVR, email and web intercept surveys; and various reporting options to gather information on agent performance to use in establishing metrics and informing business intelligence.

It counts some heavy hitters among its users, including T-Mobile USA, according to the product website.

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Source: ThreatPost