components are an integral part of Cisco Collaboration Systems family of
products. The contact center functionality delivers intelligent contact
routing, call treatment, network-to-desktop computer telephony integration
(CTI), and multi-channel contact management over an IP infrastructure to call
center agents anywhere in the enterprise.
The Cisco IP network
infrastructure also permits rapid deployment of emerging applications such as
desktop IP telephones, unified messaging, video, desktop collaboration, and
enterprise application integration with IP phone displays.
multi-channel automatic call distributor (ACD) functionality with IP telephony
in a unified solution, contact center products help to rapidly deploy a
distributed contact center infrastructure. Contact center software profiles
each customer using contact-related data such as dialed number and
caller-entered digits (CED) and, simultaneously, monitors the resources at
contact center to meet customer needs, including agent skills and availability,
queue lengths, expected delay and so on. This combination of customer and
contact center data is processed through user-defined routing scripts that
graphically reflect a company's business rules, thus enabling contact center
software to route each contact to the optimum resource anywhere in the
software enables companies to deploy a complete network-to-desktop CTI
strategy, including comprehensive capability at the agent's workstation. A
contact center system delivers a uniquely rich set of data to business
applications, providing enterprise-wide call-event and customer-profile
information to a targeted agent's desktop.
As part of the Cisco
Collaboration system, Cisco Unified Contact Center Enterprise solutions enable
organizations to create unique customer-centric experiences. By combining
network elements with collaboration and customer contact applications, contact
centers can readily handle large volumes of customer interactions, whether
voice phone calls, video, email, or Web-based communications, to provide
superior customer service.
portfolio of Cisco customer contact solutions, including Cisco Unified
Intelligent Contact Management Enterprise (Unified ICME) and Cisco Unified
Contact Center Enterprise (Unified CCE) offers more efficient, effective, and
accurate service, resulting in increased customer satisfaction. Contacts are
routed to the most appropriate agent, based on business rules and objectives.
Advanced computer telephony integration capabilities provide call event and
customer profile information to an agent's desktop. With the flexibility
afforded by products such as the Cisco Jabber and Cisco TelePresence products,
agents can work from home or while traveling.
endpoints range from IP phones to web, mobile, and desktop clients, and deliver
voice and video across devices and intelligently connect to the cloud.
Communication Server Expressway (Cisco VCS) works transparently with Unified CM
to provide rich TelePresence services, and also supports on-premises and cloud
applications, as well as interoperability with third-party unified
communications, IP telephony networks, and VoIP systems. The Cisco TelePresence
EX Series is an all-in-one tool that streamlines the desktop so you can fluidly
move from individual work on your laptop, to a quick video call with a
colleague, to problem-solving over shared spreadsheets.
self-service solutions, including Cisco Unified Customer Voice Portal (Unified
CVP), and Cisco Unified Contact Center Express (Unified CCX), many calls do not
require agent assistance. The open architecture of Unified CVP allows callers
to access content also used in web-based interactions, resulting in a
consistent customer experience, regardless of the self-service media channel.
Intelligence Center (Unified Intelligence Center) offers both a web-based
Reporting application and an Administration interface. The Reporting
application is designed for use with report templates that are populated by the
report databases of Unified Contact Center Enterprise and Unified Customer
Voice Portal. The Administration interface supports the Operations,
Administration, Maintenance, and Provisioning (OAMP) of the Reporting
Cisco MediaSense is
a media recording platform that can be used by compliance recording companies
whose regulatory environment requires all conversations to be recorded and
The following Cisco
hardware and software components make up a complete contact center deployment:
Communications Manager (Unified CM), and Cisco Unified Communications Manager
IM and Presence Service for call control management
components such as Cisco Unified Contact Center Enterprise (Unified CCE), and
Cisco Unified Contact Center Express (Unified CCX)
Cisco Unified Intelligence Center for web-based reporting and
Cisco MediaSense for media recording capabilities
Customer Voice Portal (Unified CVP) for queuing and self-service
Conferencing component such as Cisco TelePresence MCU
Enterprise Edge components such as Cisco TelePresence Video
Communication Server, and Cisco Expressway Series.
Border Element for session border controller (SBC), providing voice and video
connectivity from the enterprise IP network to Service Provider SIP trunks
Devices (Endpoints), such as Cisco Desktop Collaboration Experience
DX650, Cisco TelePresence System EX Series, Cisco Unified IP Phone 8961, Cisco
Jabber for Windows (Jabber for Windows), Cisco Virtualization Experience Media
Engine (VXME) for Windows, and Cisco Jabber Guest.
Communications gateway components such as Cisco Integrated Services
For more information
on contact center features, go to
System Features in This Release.