- Preface for Solution Design Guide for Packaged CCE for Release 12.6(1)
- Cisco Unified Contact Center Solutions for Packaged CCE for Release 12.6(1)
- Unified CCE Reference Designs for Packaged CCE for Release 12.6(1)
- Contact Center Enterprise Solutions Overview for Packaged CCE for Release 12.6(1)
- Configuration Limits and Feature Availability for Reference Designs for Packaged CCE for Release 12.6(1)
- Packaged Contact Center Enterprise Solution Design Considerations for Release 12.6(1)
- High Availability and Network Design for Packaged CCE for Release 12.6(1)
- Design Considerations for Integrated Features for Packaged CCE for Release 12.6(1)
- Bandwidth Latency and QoS Considerations for Packaged CCE for Release 12.6(1)
- Sizing and Operating Conditions for Reference Designs for Packaged CCE for Release 12.6(1)
- Avaya and ICM to ICM Gateway Support for Packaged CCE for Release 12.6(1)
- Solution Security for Packaged CCE for Release 12.6(1)
- Packaged CCE Solution Design Considerations for Packaged CCE for Release 12.6(1)
Contact Center Enterprise Solutions
Note | The first four chapters of this book are for anyone who wants to get familiar with the contact center enterprise solutions:
For information about design considerations and guidelines specific to Packaged CCE, see the remaining chapters. |
Cisco contact center enterprise solutions support several deployment models to meet various business needs. Choose the deployment model that fits your needs.
Cisco offers these contact center enterprise solutions:
Cisco Packaged Contact Center Enterprise Solution—A predesigned solution for up to 12000 multichannel agents
Cisco Unified Contact Center Enterprise Solution—For enterprise customers who need scale and flexibility for up to 24000 multichannel agents
All of the contact center enterprise solutions use a redundant architecture for high availability and solution serviceability. They provide a comprehensive feature set, including:
Call processing and call control
Web chat, email, and callback
Social media monitoring
Rich VRU and routing scripting
Interactive voice and video response unit
Voice and video recording and streaming
Agent selection and queuing
Web-based agent and supervisor desktops
Comprehensive reporting
Packaged Contact Center Enterprise
Cisco Packaged Contact Center Enterprise (Packaged CCE) is a predefined deployment.
If your requirements fit the boundaries of the solution, Packaged CCE simplifies some major features of your deployment. Enjoy the advantages of a simplified management interface and reduced time to install. The solution supports up to 12,000 concurrent active agents.
Unified Contact Center Enterprise
Cisco Unified Contact Center Enterprise (Unified CCE) offers industry-leading routing capabilities and CTI capabilities. Unified CCE provides the options to support a single-site or a multisite environment.
Unified CCE supports multiple Unified CM clusters. You can also network multiple Unified CCE instances together for greater system capacity.
Contact Center Enterprise Solution Comparison
This table highlights the differences between the contact center enterprise solutions:
Table 1.Comparison of Contact Center Enterprise SolutionsFeature | Packaged CCE | Unified CCE (for a single instance) |
---|---|---|
Deployments and Scalability | Preconfigured Reference Designs (2000, 4000, and 12000 agents) Avaya PG and ICM-to-ICM Gateway as a Non-Reference Design (4000 and 12000 agents) | Reference Designs (2000, 4000, 12000, 24000 agents, and Contact Director [24000 agents across 3 instances]) Non-Reference Design deployments |
Hardware | Tested Reference Configuration (B-Series and C-Series) Spec-based UCS support (B-Series and C-Series) Spec-based (Non-UCS), third-party hardware support | Tested Reference Configuration (B-Series and C-Series) Spec-based UCS support (B-Series and C-Series) Spec-based (Non-UCS), third-party hardware support |
Architecture | ||
Configuration and Administration tools | Gadget-based CCE Administration and other tools | Partial gadget-based CCE Administration, Unified Contact Center Management Portal, ICM Configuration Manager, and other tools |