Specifications

Chapter 4: Collaboration 4-43
Selected Part Numbers and Ordering Information
For More Information
For more information about Cisco Unified Contact Center Enterprise, visit: http://www.cisco.com/go/ipcc.
Cisco Unified Contact Center Express provides easy-to-deploy, easy-to-use, highly available, and sophisticated
customer interaction management for 1 to 300 agents by supporting a highly available virtual contact center
with integrated self-service applications across multiple sites secured with Cisco Security Agent. All Cisco
Unified Contact Center Express solutions are tightly integrated with Cisco Unified Communications Manager.
Ideal for Companies That Need these Features
Cisco Unified Contact Center Express is a virtual contact center that is easy to deploy, configure, and manage. It
is available in three different packages [Standard, Enhanced, and Premium] to help ensure the right match with
your business requirements. This interactive-voice-response [IVR] self-service solution is fully integrated with
contact center operations, including the ability to deploy advanced self-service technologies such as Automatic
Speech Recognition (ASR) and Text to Speech (TTS).
Key Features
• Cisco Unified Contact Center Express reduces business costs while improving customer response by
providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR),
computer telephony integration (CTI), and agent and desktop services.
• The solution offers numerous sophisticated options traditionally associated with enterprise contact centers,
including the ability to handle e-mail and Web-based contacts, presence integration, outbound preview
dialing, and a complete workforce-management solution.
• Administration is browser-based, integrating with Cisco Unified Communications Manager browser-based
administration.
• The solution provides ongoing contact call detail records.
• The standard screen allows any caller-entered information to be forwarded (through a pop) to the agent.
• The solution provides predefined or custom historical reports; real-time reports are provided within the agent
and supervisor desktops.
• The solution offers high availability with automatic failover for mission-critical deployments.
• This complete, enterprise-wide, scalable unified contact center solution works in the Cisco Customer
Interaction Network.
• Cisco Unified Contact Center Express fully supports agent-supervisor interaction through chat and
predefined messages.
• The solution offers full IP call queue points and prompts; it collects voice interaction capabilities.
• Optional Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) capabilities are available.
• The solution supports custom call treatment such as music for calls in queue.
• Offers Cisco Mobile Supervisor feature enabling supervisors to receive real-time reports on the go on their
Apple iPhone or iPod Touch.
NOTE: This is an abbreviated list of Cisco Unified Contact Center features.
IPCE-BUNDLE Requires the purchase of one CCE Server license. This license entitles the user to deploy the
following necessary components: (redundant) Router; (redundant) Logger; (redundant)
Communications Manager Peripheral Gateway(s); (redundant) IVR Peripheral Gateway(s) for
connection to Cisco Self-Service and Queuing (IVR) systems, CVP and IP-IVR (non-Cisco IVRs
require third-party IVR port licenses); Administrative workstation(s); Historical database
server(s); WebView Reporting server and reporting user connections; Internet Script Editor
(ISE) server and ISE user connections; application gateways; (redundant) CTI server for third-
party CTI connections (only for non-agent desktop application)
IPCE-SVR Contact Center Enterprise server license
Cisco Unified Contact Center Express
Cisco Unified Contact
Center Express
• Contact center-in-a-box that delivers intelligent routing, call treatment, network-to-desktop
and computer telephony integration (CTI), and integrated self-service for customer contact
management over an IP infrastructure
• Ability to handle e-mail and Web-based contacts and provide outbound dialing support
• Sophisticated workforce management
• Ability to integrate multiple Cisco Unified Contact Center Express systems in the cloud under
the control of Cisco Unified Intelligent Contact Management, including pre- and postrouting
and centralized reporting
• Redundancy with high availability