Cisco Packaged Contact Center Enterprise

Easy-to-Deploy, Omnichannel Contact Center

The Cisco® Packaged Contact Center Enterprise (Packaged CCE) customer care solution 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.


Video Data Sheet

Packaged CCE offers powerful customer care in a smaller, simplified package. (3:08 min)

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Features and Capabilities

Packaged CCE is a predesigned deployment model of Cisco Unified Contact Center Enterprise. With Packaged CCE, businesses can enjoy the advantages of a smaller hardware footprint and reduced time to install and configure. Key differentiators of Packaged CCE are its simplified management interface and workflows, which provide a fast, efficient user experience for contact center agents, supervisors, and administrators. Packaged CCE is an open platform by design and provides a variety of open interfaces for custom integrations.

Packaged CCE includes a comprehensive feature set out-of-the-box from the following industry-leading products:

  • Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)
  • Cisco Unified Customer Voice Portal (for speech-enabled self-service)
  • Cisco Unified Intelligence Center (for comprehensive reporting)
  • Cisco Finesse web-based agent/supervisor desktop

Key media capabilities of Packaged CCE include:

  • Support for inbound and outbound voice
  • Built-in email and chat
  • Social media customer care
  • Support for inbound video
  • Audio and video recording
  • Powerful application programming interfaces for integrating task and outbound routing

Packaged CCE's usability advantages include:

  • Blade server support
  • Web-based administration
  • Simplified log collection and trace level management
  • Built-in real-time system health check
  • Live data real-time reporting

Business benefits of Packaged CCE include:

  • Enhanced customer experiences through all contact channels
  • Optimized engagement with mobile and video callers
  • Cost reduction by using your existing communications infrastructure
  • Increased employee productivity and lower support costs
  • Flexible addition of new capabilities through standard web APIs

Additional Resources

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