Solutions overview

The Cisco^® Contact Center Enterprise (CCE) product line helps businesses and organizations deliver a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels. The Contact Center Enterprise product line consists of two distinct product offerings, which are collectively covered in this data sheet:

●     Cisco Unified Contact Center Enterprise (Unified CCE), with its flexibility and customization capbilities is suited to offering omni-channel customer care for service providers, outsourcers, and large enterprise companies. It uses contact information and its deep knowledge of agents and other resources to route each contact to the best source of help. Agents receive a rich set of call and customer data to provide highly personal, efficient customer service. Unified CCE includes the Cisco Unified Intelligence Center for comprehensive reporting and the Cisco Finesse^® web-based agent desktop for an enhanced, next-generation experience. Distributed fault tolerance helps ensure uninterrupted operation. The Webex Connect integration offers powerful digital engagement capabilities for self-service and agent-assisted service across a range of digital channels. Unified CCE can now support up to 36,000 agents.

●     Cisco Packaged Contact Center Enterprise (Packaged CCE) provides an enterprise-class contact center in a prepackaged deployment model that’s easy to install, configure, and administer. Packaged CCE offers easier ordering with a price advantage; reduced presales and post-sales cycles; and simplified deployment, operation, and maintenance. Packaged CCE includes Cisco Unified Communications Manager, Unified Customer Voice Portal (CVP), and Unified CCE (including built-in chat and email, Cisco Unified Intelligence Center, and the Cisco Finesse^® web-based agent desktop). Packaged CCE is now available for contact center deployments with up to 12,000 agents.