Cisco Cisco Unified Contact Center Express 9.0(1) Data Sheet

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DATA SHEET

CISCO IP CONTACT CENTER EXPRESS EDITION ENHANCED

Cisco

IP Communications is a comprehensive system of powerful, enterprise-class solutions—including IP telephony,

unified communications, IP video and audio conferencing, and contact center—that is enabled by Cisco AVVID (Architecture

for Voice, Video and Integrated Data). Cisco IP Communications can increase your organization’s competitive advantage and

deliver measurable return on investment (ROI) by improving efficiency, boosting productivity, and enhancing customer

loyalty. Cisco IP Contact Center (IPCC) Express Edition—an integral component of the Cisco IP Communications system—

offers an integrated, full-featured solution for managing customer contacts with all the benefits of the converged Cisco IP

Telephony architecture.

Cisco

IPCC Express Edition helps customers move into the next phase of customer contact—beyond today’s contact center to a Customer

Interaction Network. The Customer Interaction Network is a distributed, IP-based customer-service infrastructure that comprises a continuously

evolving suite of innovative, multichannel services and customer-relationship-management (CRM) applications. These services and applications

provide enhanced responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. A Customer

Interaction Network extends customer-service capabilities across the entire organization, giving your business a more integrated and collaborative

approach to customer satisfaction–leading to a better customer experience.

CISCO IPCC EXPRESS EDITION OVERVIEW

Cisco IPCC Express Edition meets the needs of departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy,

easy-to-use, highly available, and sophisticated customer interaction management for 1 to 300 agents. It is designed to enhance the efficiency,

availability, and security of customer contact interaction management by supporting a highly available virtual contact center with integrated self-

service applications across multiple sites secured with Cisco Security Agent. Its support for powerful agent-based assisted service as well as fully

integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed

automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a

single-server, contact-center-in-a-box deployment.

Cisco IPCC Express Edition is provided in three versions, Standard, Enhanced, and Premium, to better match product functions with your customer

contact interaction management requirements. All Cisco IPCC Express Edition solutions are tightly integrated with Cisco AVVID and Cisco

CallManager.

FEATURES AND BENEFITS OF CISCO IPCC EXPRESS EDITION ENHANCED

Cisco IPCC Express Edition Enhanced is ideal for full-featured formal call centers requiring skills-based routing and a CTI-based agent screen pop;

it can handle as few as a single agent or as many as 300 agents and 300 full-featured IVR ports*. Additional features and benefits include:

Cisco IPCC Express Edition High Availability Option

High availability with automatic failover provides redundancy for critical contact center functions, including active and standby services for ACD,

IVR, CTI, desktop, monitoring, recording, and database services.