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

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Data Sheet

Cisco Unified Contact Center Enterprise 10.0

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 Contact

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

from simple phone transactions to unique collaboration experiences that you can customize to address the needs

of individual customers.

Solution Overview

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.

Flexible Deployment Models

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.