Cisco Packaged Contact Center Enterprise (Packaged CCE)

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

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Additional Resources