Contact Center Architecture

[Rahul.John]

Hi Guys,

I'm new to this industry; I'm doing my best to get to speed on the fast lane.

I have some question and would appreciate it if this community can help me learn and clear my doubts.

Q1) What is the basic architecture for a contact center in this digital era? Does a vanilla architecture exist for this solution? If so could you share it or guide me to where i can learn in depth about it? (My earlier attempts have failed me)

Q2) What are the leading sources of info (Technical/Industry news) for Contact Center Technology?  

Thanks in advance :D

[Chintan Gajjar]

Hey Rahul Welcome,

There are basically two different product suite from Cisco for contact center solution, each differs greatly in architecture.

1) Cisco UCCX (Unified contact center express):

This Product is capable of providing Contact center functionality for the business which has max 400 agents.

http://www.cisco.com/c/en/us/products/customer-collaboration/unified-contact-center-express/index.html

 2) Cisco UCCE (Unified contact center enterprise):

 This Product is capable of providing Contact center functionality for the business which has max 12K agents. and where the contact centers are geographically separated.

http://www.cisco.com/c/en/us/products/customer-collaboration/unified-contact-center-enterprise/index.html

But this is just a brief, there are more to each one of them.

Best way to get started is by reading the design guide available for each one of them in document section. later you can move one with building small lab and learn features of them.

[Rahul.John]

Thank you Chintan :D

[Deepak Rawat]

Since you work for Dimension Data which is a Cisco Gold Partner that opens up whole lot of avenues for you to learn. Refer below:

https://communities.cisco.com/community/partner/collaboration/contactcenter

http://www.cisco.com/c/en/us/products/customer-collaboration/unified-contact-center-express/partner-resources-listing.html

Regards

Deepak

[Chris Deren]

+5 to Chintan for correct answer.

Just to add to this thread, there are 2 flavors of UCCE: traditional and Packaged. The Packaged UCCE currently scales up to 2000 agents and runs on 2 UCS servers where some hardware over-subscription is permitted. So, simpler architecture than traditional (SRND based) UCCE.

To get to know each product's detailed architecture the document you want to start with is the data sheet for each (UCCX, UCCE) and then the specific SRND document for each product. 

[Chintan Gajjar]

Thanks for Adding up Chris, Just want to add one more variant.

There is one more offering from Cisco to architect cloud based contact center and to provide contact center as a service to different customers, The offering is called Cisco Hosted collaboration solution:

http://www.cisco.com/c/en/us/products/unified-communications/hosted-collaboration-solution-contact-center/index.html

Regards

Chintan

[Rahul.John]

Thanks Chris,

this is really helping me :D