Cisco Unified Contact Center Express Overview
Cisco Unified Contact Center Express meets the needs of departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy, easy-to-use, highly available, and sophisticated customer interaction management for 1 to 300 agents. It is designed to enhance the efficiency, availability, and security of customer contact interaction management by supporting a highly available, virtual contact center with integrated self-service applications across multiple sites secured with Cisco Security Agent. Its support for powerful agent-based assisted 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. Cisco Unified Contact Center Express provides multiple scalability options through expansion servers and integration with Cisco Unified Intelligent Contact Manager (ICM).
Cisco Unified Contact Center Express is available in three versions, Standard, Enhanced and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express solutions are tightly integrated with Cisco Unified CallManager.
Cisco Unified Contact Center Enterprise Overview
The Cisco Unified Contact Center Enterprise product is based on a redundant server architecture. At the core of this architecture is the Cisco Unified ICM platform, which offers industry-leading pre- and post-routing capabilities and CTI capabilities in single- or multisite environments. Cisco Unified Contact Center Enterprise scales to support multiple Cisco Unified CallManager clusters and up to 6000 contact center agents on a single system. Multiple systems can be deployed and networked together for even greater system capacity.
Cisco Unified Contact Center Enterprise provides skills-based contact center routing for multichannel contact centers. Cisco Unified Contact Center Enterprise optionally includes support for inbound e-mail response, Web text chat, and Web collaboration. It also includes a fully blended outbound option with preview, progressive, and predictive dialing modes
