What are the components of a Contact Centre

[Lungelo Ngqumetyana]

Hi,

What are the components that make up a Contact Centre. I'm new to VoIP world and I wanted someone to give me a break down of what makes up a Contact Centre. Does the Contact Centre form part of the VoIP network, in other words IP PBX or is it a system on its own that has no relationship to VoIP or PBX.

Is there a place i can get more information on this?

Thanks & Regards

Lungelo

[Chris Deren · Accepted solution]

In nutshell the typical components of a contact center are:

PBX, where phones can register to and phone calls are delivered

ACD - Automatic call distributor that routes calls based on selected algorithm

IVR - where prompts can be played, calls can be queued

Agent Desktop - application agents login to, this can be 3rd party integration as well and can be thick or thin client

Reporting

Call recording

Speed recognition/text to speech

Social media integration

web and email routing

outbound dialer

Depending on which solution you select from Cisco the architecture is completely different between UCCE vs. UCCX for example, where with UCCE (enterprise) all components are separate and I would suggest reading design guide (SRND) for more details, and UCCX (express) most components can be on single server.

[Lungelo Ngqumetyana]

Hi Chris,

that was quick and thank you so much for that response, i will definitely look up the SRND for more details.

Thanks once again.

Kind Regards

Lungelo

[Chris Deren]

No problem, enjoy the reading, and thank you for nice rating.

[Lungelo Ngqumetyana]

Hi Chris,

So the difference between CCE and CCX is that CCX is for small to medium deployments since it can be deployed in a single server. So if it can be deployed on a single server I assume that you mean that all Contact Center components can be deployed on the single server but for the VoiP or IPT part you still need the Call Manager for call control or hosted PBX that might be offered by the Service Provider.

In other words I'm saying, if a customer requires an onsite Contact Center for 150 agents. The customer will have to deploy a single server that will host all the Contact Center suit of features and maybe have a redundant server for failover and then you still need the VoIP part as it's not part of the Contact Center?

Thanks & Kind Regards

Lungelo

[Chris Deren]

Correct.