Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet

Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications 
application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony 
Integration (CTI), and multi-channel contact management to contact center agents over an IP network. 
It combines software IP automatic call distribution (ACD) functionality with Cisco Unified 
Communications in a unified solution that enables companies to rapidly deploy an advanced, distributed 
contact center infrastructure.

The Cisco Unified CCE is an integrated suite of products that includes Cisco Unified Intelligent Contact 
Management (Unified ICM), Cisco Unified Communications Manager (Unified CM, Cisco IP 
Interactive Voice Response (Unified IP IVR), Cisco Unified Customer Voice Portal (Unified CVP), 
Cisco Voice over IP (VoIP) Gateways and Cisco Unified IP phones. Together these products provide 
Cisco Unified Communications and contact center solutions to achieve intelligent call routing, 
multi-channel automatic call distribution (ACD) functionality, interactive voice response (IVR), 
network call queuing, and consolidated enterprise-wide reporting. Unified CCE can optionally integrate 
with Cisco Unified ICM to support networking with legacy ACD systems while providing a smooth 
migration path to a converged communications platform.

The Cisco Unified CCE solution is designed for implementation in both single-site and multi-site contact 
centers. It utilizes your existing Cisco IP network to lower administrative expenses and extend the 
boundaries of the contact center enterprise to include branch offices, home agents, and knowledge 
workers. 

 illustrates a typical Unified CCE setup.