Contact Center Enterprise Solutions
Note |
The first four chapters of this book are for anyone who wants to get familiar with the contact center enterprise solutions:
For information about design considerations and guidelines specific to Packaged CCE, see the remaining chapters. |
Cisco contact center enterprise solutions support several deployment models to meet various business needs. Choose the deployment model that fits your needs.
Cisco offers these contact center enterprise solutions:
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Cisco Packaged Contact Center Enterprise Solution—A predesigned solution for up to 12000 multichannel agents
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Cisco Unified Contact Center Enterprise Solution—For enterprise customers who need scale and flexibility for up to 24000 multichannel agents
All of the contact center enterprise solutions use a redundant architecture for high availability and solution serviceability. They provide a comprehensive feature set, including:
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Call processing and call control
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Web chat, email, and callback
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Social media monitoring
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Rich VRU and routing scripting
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Interactive voice and video response unit
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Voice and video recording and streaming
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Agent selection and queuing
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Web-based agent and supervisor desktops
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Comprehensive reporting
Packaged Contact Center Enterprise
Cisco Packaged Contact Center Enterprise (Packaged CCE) is a predefined deployment.
If your requirements fit the boundaries of the solution, Packaged CCE simplifies some major features of your deployment. Enjoy the advantages of a simplified management interface and reduced time to install. The solution supports up to 12,000 concurrent active agents.
Unified Contact Center Enterprise
Cisco Unified Contact Center Enterprise (Unified CCE) offers industry-leading routing capabilities and CTI capabilities. Unified CCE provides the options to support a single-site or a multisite environment.
Unified CCE supports multiple Unified CM clusters. You can also network multiple Unified CCE instances together for greater system capacity.