Call centers have changed quite a bit from the early days of private branch exchange (PBX)-based setups designed primarily for straightforward incoming call management. Today's more fully featured contact centers, built on automatic call distributor (ACD)- and IP-based platforms, support the receipt and intelligent routing of inbound sessions through an array of unified communications (UC) technologies, including instant messaging, video conferencing and collaboration services.
Managing the IP contact center -- especially for enterprises with assets distributed across many sites, which could necessitate a virtualized call center approach -- requires a strong, scalable, integrated product suite equipped to quickly and effectively route voice and video calls across multiple sites based on complex business policies. Cisco believes it can offer enterprise customers just that type of solution -- a robust portfolio that can not only meet the standard requirements of traditional call-handling, but also provide a wide variety of advanced, IP-based solution features.
In this excerpt of a chapter from Cisco Unified Contact Center Enterprise, author Gary Ford breaks down the various products in the Cisco Contact Center suite, which share a code base but can serve very different roles, depending on a customer's telephony requirements.
Ford explains what differentiates Cisco's Unified Contact Center offering from its Unified Intelligent Contact Manager platform, as well as the proper use cases for Cisco Unified Contact Center Enterprise (UCCE), Unified Contact Center Hosted (UCCH) and Unified Contact Center Express (UCCX). He also details the benefits and features of the specific products that make up the Cisco Unified Contact Center Enterprise and other Cisco contact center suites, including Cisco Agent Desktop, Cisco Unified Mobile Agent, Cisco Unified Customer Voice Portal and much more.
Download the PDF of this chapter excerpt on Cisco's Contact Center portfolio from the book Cisco Unified Contact Center Enterprise.
Reproduced from the book Cisco Unified Contact Center Enterprise by Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. All rights reserved. For more information about this and other similar titles, visit Cisco Press.
About the book:
In Cisco Unified Contact Center Enterprise, author Gary Ford offers the guidance you need to optimally configure and manage Cisco Unified Contact Center Enterprise in any environment. Ford brings more than 13 years of hands-on experience in designing, deploying and maintaining Cisco telephony and contact center solutions to his coverage of the enterprise and hosted versions of Cisco Unified Contact Center. He also covers why Cisco Unified Contact Center Enterprise's individual elements work the way they do and how to perform key tasks in Cisco Unified Contact Center Enterprise.
Read Cisco Unified Contact Center Enterprise to learn more about the following:
- The specifics of the Cisco Unified Contact Center product portfolio and platform architecture;
- Configurations that can help eliminate errors and reduce downtime;
- Monitoring and troubleshooting UCCE systems;
- Choosing the right deployment model -- single-site, multisite or clustered -- for your environment;
- UCCE deployment and application configuration, including preparation, planning, design and implementation;
- Implementing traditional, current-generation and next-generation call routing;
- Mastering best practices for call flow scripting;
- Understanding UCCE's nodes and distributed processes;
- Building a clean system startup sequence;
- Designing, implementing and delivering Cisco Unified Communications Manager and Unified IP Interactive Voice Response solutions;
- Efficiently setting up and managing UCCE databases;
- Utilizing UCCE's reporting tools;
- Creating advanced applications with data-driven routing;
- Maintaining any UCCE deployment, including older versions;
- Using a best practices troubleshooting methodology; and
- Mastering valuable, little-known Cisco diagnostic tools.
This was first published in November 2011