Cisco IP Contact Center Info?

[victoriabardy]

Hello All,

If anyone here on the forum is well informed with regard to the cisco IP Contact Center options I would appreciate some advise.  We are interested in purchasing the IP CC for our helpdesk and I know of two versions offered by cisco, one is an Enterprise version the other is an express.

I am guessing the difference is their scalability.  Does anyone here on the forum have any feed back with regard to selecting one or the other?

Any feedback would be great since I am just starting to research this.

Thanks all.

Rgds,

Vicky

[William Bell]

Vicky,

You are correct, it mostly comes down to scalability but there are also quite a few feature feature differences. Cisco has a comparison between the two platforms on CCO here:

http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps1846/product_bulletin_c25-639721.html

You will need a valid CCO account to access.

HTH

-Bill (http://ucguerrilla.com)

[Chris Deren]

Vicky,

In addition to great post from Bill (+5), the 2 products are completely different, with completely different architectures. If you search these forums for previous similar query you'll see some good comparison posts. Choosing UCCE vs. UCCX does not come down to just number of agents which is up to 16,000 for UCCE and 400 for UCCX, but the type of features you need, and 3rd party application integrations, system customization, i.e. agent desktop, etc, etc.  Keep in mind that the cost difference from software/hardware perspective is rather big as well, not to mention the implementation time required to deploy UCCE vs. UCCX is significantly higher even for the same number of agents/features.

HTH, please rate all useful posts!

Chris

[William Bell]

Chris,

Definitely good points. +5 back at ya. Happy new year, btw!

-Bill

[jbburks]

We have installed both.

Unless you have over 300 agents now, or will grow there in less than two years, go with UCCX. UCCE is extremely complex, and requires a fleet of Windows servers, which are painstaking to patch and keep running.

UCCE does everything on one server - two if you implement redundancy.

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