By combining Cisco IP telephony and contact-center solutions, the Cisco Unified Contact Center Enterprise Edition delivers an integrated suite of proven products that enables agents using Cisco IP phones to receive both time-division multiplexing (TDM) and voice-over-IP (VoIP) calls. Because Cisco Unified Contact Center Enterprise was intended for integration with legacy call-center platforms and networks, it provides a migration path to IP-based customer contact while taking advantage of previous technology investments.
Cisco Unified Contact Center Enterprise can be implemented in a single-site environment or integrated into a multi-site contact-center enterprise. Specific capabilities include intelligent call routing, automatic call distribution (ACD) functionality, network-to-desktop computer telephony integration (CTI), interactive voice response (IVR) integration, call queuing, and consolidated reporting. The open, standards-based architecture of the Cisco Unified Contact Center Enterprise can also support Web-based customer contact, including collaborative browsing, text chat, and e-mail response management.
Cisco Unified Contact Center Enterprise utilizes a company's existing IP network, optimizing investments in wide-area network (WAN) infrastructure and lowering administrative expenses. Moreover, this IP-centric architecture allows a business to easily extend the boundaries of the contact-center enterprise to include branch offices, at-home agents, and knowledge workers. Whether your company is expanding an existing operation or establishing its first site, the Cisco Unified Contact Center Enterprise can help you realize the cost and performance benefits of converged networking -- at your own pace.