Specifications

4-4 Chapter 4: Collaboration
Cisco Mobile Supervisor
A free application available from Apple Inc’s App Store. Cisco Mobile Supervisor is an
extension to the Cisco Supervisor Desktop (CSD) on a mobile device. As an extension
to your Cisco Unified Contact Center Express (Unified CCX) product, contact center
supervisors can receive real-time performance metrics on their iPhone3G and iPod
touch devices
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Nokia Call Connect for
Cisco
Enables Nokia business-class dual-mode handsets to operate on cellular Global
System for Mobile Communications (GSM) and Cisco Unified Wireless Networks
(VoWLAN/802.11 b/g) with access to the advanced features provided by Cisco Unified
Communications Manager and Cisco Unified Communications Manager Express.
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CUSTOMER CONTACT
Cisco Unified Contact
Center Enterprise
Cisco Unified Contact Center Enterprise delivers multisite, intelligent contact routing,
network-to-desktop computer telephony integration (CTI), and multichannel contact
management to contact center agents over an all-IP infrastructure or mixed IP and
time-division multiplexing (TDM) infrastructure. It offers:
• Essential Operate Services (ESW) required for most features
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Cisco Unified Contact
Center Express
This software-based automatic call distributor (ACD), IVR, and CTI application is
designed for small-to-medium-sized companies, enterprise branches, or corporate
departments with Cisco IP Telephony networks. The solution supports up to 300
agents and is available in three versions: Standard, Enhanced, and Premium, to better
match product functions with your customer contact interaction management
requirements. The solution offers:
• Essential Operate Services (ESW) required for only the Agents
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Cisco Unified Contact
Center Hosted
Cisco Unified Contact Center Hosted is suitable for both enterprise customers and
service providers.
• The service provider hosts the contact-center infrastructure software, which is
shared by multiple business customers, in its central office or data center.
• Essential Operate Services (ESW) required for most features.
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Cisco Unified Customer
Voice Portal
Cisco Unified Customer Voice Portal delivers intelligent, personalized self-service
over the phone. It allows customers to efficiently and enjoyably retrieve the information
they need from the contact center. The solution:
• Offers a prompt collect, queuing, and call-control service using standard IP
technologies
• Provides sophisticated voice and video self-service options with the ability to quickly
and easily escalate to assisted service as required
• Essential Operate Services (ESW) are strongly recommended
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Cisco Unified Expert
Advisor
Cisco Unified Expert Advisor expands the scope of the contact center by allowing
enterprise knowledge workers to handle incoming customer calls without the need for
the rigid tools and business rules typically found in formal contact centers. The
solution allows subject matter experts across the enterprise to assist with customer
care, with or without a formal contact center.
• Essential Operate Services (ESW) are strongly recommended
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Cisco Unified Intelligence
Suite
The Cisco Unified Intelligence Suite offers customers a powerful Web-based
reporting platform that is as flexible as it is intuitive. Customers can report on the
details of every contact across all channels from a single interface, regardless of the
resources involved.
• Essential Operate Services (ESW) required for most features
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Cisco Unified Intelligent
Contact Management
Enterprise
Cisco Unified Intelligent Contact Management Enterprise provides call routing and
CTI for multisite, TDM-based or IP-based contact centers in a distributed, fault-tolerant
architecture.
It offers:
• Cisco Pre-Routing and Cisco Post-Routing, customer profile routing (CPR), and
enterprise reporting
• True Virtual ACD capabilities with third party PBXs
• Essential Operate Services (ESW) required for most features
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Cisco Unified Intelligent
Contact Management
Hosted
Cisco Unified Intelligent Contact Management Hosted helps service providers
address a full range of business opportunities.
It offers:
• Open architecture
• An Expert Advisor option—Expanding the scope of the contact center
by allowing presence-enabled enterprise knowledge workers to handle
incoming customer contacts
• Essential Operate Services (ESW) required for most features
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SOFTWARE SUBSCRIPTION AND LICENSING