Cisco Hosted Collaboration Solution for Contact Center 11.5 Data Sheet

Data Sheet

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Updated:August 22, 2019

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Updated:August 22, 2019

Table of Contents



Solution overview

Cisco® Hosted Collaboration Solution for Contact Center helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels.

Cisco Hosted Collaboration Solution for Contact Center is designed for companies with small and large contact centers ranging from 10 to 12,000 knowledge workers or agents per customer instance. It is integrated with Cisco Hosted Collaboration Solution, so customers can tap into multiple applications and services on one smooth platform. Cisco Hosted Collaboration Solution for Contact Center delivers the advanced capabilities of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal, with all the benefits of cloud computing. With Cisco Hosted Collaboration Solution for Contact Center, you have:

     No capital expenditures (CapEx): There is no hardware, no software, and no data center; it is all handled by your service provider. And because you are buying less equipment, you will use less power and enjoy the benefits of “green” computing.

     No lengthy deployment time: There is no telephony equipment to install, so your collaboration service can be operational in a matter of weeks instead of months.

     No additional staff required: Limited expertise is required, meaning lower support costs.

     No unpredictable costs: Pay only for what you use, when you use it. We call it “pay as you go.”

     No upgrades: New features and upgrades are delivered on demand by your service provider, without disrupting your business or your customers’ businesses.

     No worries: Cloud computing transforms the way in which services are provided, enabling unprecedented agility, scalability, and profitability. You can rapidly respond to changes in the market without having to manage a lot of infrastructure.

Important features

     IP contact center

     Omnichannel agent with voice, email and web chat

     Single sign-on capabilities for agents and supervisors

     Context Service to help businesses track their interactions with customers

     Virtualized or Cisco Integrated Services Router based VoiceXML browser support

     Intelligent contact routing with Precision Routing

     Remote Expert Mobile support

     Avaya PG support

     Outbound support

     Multisite support, including ability to support worldwide deployments from regional data centers

     At-home agent support

     Support for Cisco MediaSense

     Support for Cisco SocialMiner®

     Support for task routing API

     Automatic speech recognition (optional)

     Text to speech

     Standard Computer Telephony Integration (CTI) desktop

     Next-generation agent and supervisor desktop with Cisco Finesse® desktop software

     Customizable desktop with CTI toolkit

     Whisper announcement

     Web 2.0-based reporting with Cisco Unified Intelligence Center

     Real-time access to data via LiveData

     Multicustomer management provisioning capabilities with Cisco Unified Contact Center Domain Manager

     Third-party integration for recording, wallboards, workforce management, Customer Relationship Management (CRM), and database integration


Cisco Hosted Collaboration Solution for Contact Center helps you provision rapidly, control costs, scale easily, and increase customer loyalty. The solution transforms customer service by making it possible to solve service problems in the cloud in real time. You can avail yourself of the latest contact center technology and applications without a large capital investment. The result? More satisfied customers and fewer incoming calls.

Cisco Capital

Flexible payment solutions to help you achieve your objectives

Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third-party equipment in easy, predictable payments. Learn more.

For more information

For more information about the Cisco Hosted Collaboration Solution for Contact Center, visit or contact your local Cisco account representative.

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