Cisco Cisco Unified Contact Center Enterprise 8.0(1) Data Sheet

 

 

Data Sheet 

© 2010 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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Cisco Unified Contact Center Enterprise 8.5 

Cisco

®

 Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and 

mobile networks, enabling easy collaboration every time from any workspace. 

As part of the Cisco Unified Communications Solutions portfolio, Cisco Unified Contact Center solutions create the 

foundation for positive customer service, a critical factor in building a stronger business. Cisco Unified 

Communications combines the power of collaboration with contact center management tools that transform customer 

care from simple phone transactions to unique, rich multimedia experiences that you can customize to address the 

needs of individual customers. 

Cisco Unified Contact Center Enterprise segments customers, monitors resource availability, and delivers each 

contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related 

data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information 

obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the 

contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, 

and queue lengths. 

This combination of customer and contact center data is processed through user-defined routing scripts that 

graphically reflect your company's business rules, enabling Cisco Unified Contact Center Enterprise to route each 

contact to the right place. Wherever an agent is based, the system delivers a rich set of call-event and customer-

provided data as a contact arrives, personalizing service and increasing efficiency. Throughout the process, 

distributed fault tolerance helps ensure uninterrupted operation, and rich reporting provides the business intelligence 

necessary to effectively run your contact center. 

Cisco Unified Contact Center Enterprise supports a variety of deployment models. From premises-based to hosted 

installations, you can deploy the solution with a single or multiple Cisco Unified Communications Manager clusters 

performing agent-level skills-based routing and reporting in a centralized, distributed, or clustered wide-area network 

configuration. 

You can also deploy the Cisco Unified Contact Center solution with third-party automatic call distributors (ACDs) to 

deliver enterprise-level skills-based contact routing, voice self-service, computer telephony integration (CTI), and 

multichannel contact management. By combining multichannel ACD functions with IP telephony in a unified solution, 

Cisco Unified Contact Center Enterprise can help your company rapidly deploy a distributed voice-over-IP (VoIP) 

contact center infrastructure. 

The Cisco Unified Contact Center Enterprise, Hosted, and Federated deployment models are suitable for service 

providers, outsourcers, and large enterprise companies. For incumbent service providers and new service carriers, 

the solution creates a new high-margin service revenue stream. For enterprise companies with multiple branch 

offices or divisions, the value is a centralized contact center infrastructure that can offer services to its various 

divisions or satellite offices. 

Table 1 lists features and benefits of Cisco Unified Contact Center Enterprise 8.5, and Table 2 lists and describes the 

Cisco Unified Contact Center Enterprise options.