Contact Centers

Cisco Systems is the world's leading telecom equipment provider, and has a very comprehensive call center and voice portal portfolio.

Cisco UCCE Enterprise Contact Center

Cisco UCCE delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi channel contact management over an IP infrastructure. It combines multi channel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. Ideal for more than 300 concurrent agent capacity.

Wherever an agent is based, the system delivers a rich set of call-event and customer-provided data to the targeted desktop as a contact arrives. UCCE allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen.

Cisco Unified Contact Center Enterprise is a solution designed for mission-critical contact centers. Using this Cisco Contact Center Enterprise platform, it allows a design that eliminates any single point of failure or that at least addresses potential failures in a way that will impact the fewest resources in the contact center.

Cisco Unified Contact Center Enterprise provides:

  • Segmentation of customers, and monitoring of resource availability
  • Delivery of each contact to the most appropriate resource
  • Comprehensive customer profiles using contact-related data, routing to the most appropriate resource to meet customer needs based on real-time conditions
  • Presence integration to increase caller satisfaction through improved agent performance, and knowledge-worker expertise


Cisco UCCX Express Contact Center

Cisco UCCX delivers intelligent contact routing, call treatment, network-to desktop computer telephony integration (CTI) and multi channel contact management over an IP infrastructure. It combines multi channel automatic call distributor (ACD) functionality with IP telephony in a unified solution. A single-server, integrated contact center ideal for up to 400 agents.

Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 400 agents. Cisco Unified Contact Center Express support for powerful, agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contact-center-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments.

Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.


Click here for Cisco Unified Contact Center Express 8.5 data sheet