Specifications

4-44 Chapter 4: Collaboration
Selected Part Numbers and Ordering Information
For More Information
For more information about Cisco Unified Contact Center Express, visit: http://www.cisco.com/go/ipccexpress.
The Cisco Unified Contact Center Hosted Edition solution is suitable for both enterprise customers and
service providers. For service providers, it creates a new, high-margin service revenue stream for
incumbent providers as well as new service carriers. The service provider hosts the contact center
infrastructure software, which is shared by multiple business customers, in its central office or data center.
Subscribing business customers can have IP infrastructures, time-division multiplexing (TDM)
infrastructures, or a combination of the two. For the enterprise customer with multiple branch offices or
divisions, the value is a centralized contact center infrastructure with the ability to offer services to its
various divisions or satellite offices.
Ideal for Companies That Need These Features
This solution is ideal for very large enterprise customers who want to deploy a single solution to support
multiple businesses such as state government. It is also ideal for service providers that want to offer managed
contact center services to their customers.
Key Features
• Cisco Unified Contact Center Hosted is a virtual call center; calls are routed to contact center agents
independent of their location, a service especially appealing to businesses with branch offices or home
agents.
• Network routing with a computer-telephony-integration (CTI) network-based automatic call distributor (ACD)
is combined with CTI services.
• Network interactive-voice-response (IVR) functions are located in the network to provide information to
callers or to collect information from callers before they speak with a live agent.
• Calls are routed between contact centers based on call-context information (dialed number and caller ID),
agent availability, and customer information from databases.
Selected Part Numbers and Ordering Information
For More Information
For more information about Cisco Unified Contact Center Hosted, visit: http://www.cisco.com/go/ipcchosted.
The Cisco Unified Customer Voice Portal integrates with both traditional time-division multiplexing (TDM) and
IP-based contact centers to provide an unparalleled call-management and call-treatment solution with self-
service voice and a video IVR option that can use information available on the corporate web server. With
support for ASR and TTS capabilities, callers can obtain personalized answers to complex questions and can
IPCX-70-STANDARD New 7.0 Standard deployment
IPCX-70-ENHANCED New 7.0 Enhanced deployment
IPCX-70-PREMIUM New 7.0 Premium deployment
IPCX-70-STD-ADDON Add-ons to an existing 7.0 Standard deployment
IPCX-70-ENH-ADDON Add-ons to an existing 7.0 Enhanced deployment
IPCX-70-PRE-ADDON Add-ons to an existing 7.0 Premium deployment
Cisco Unified Contact Center Hosted Edition
Cisco Unified Contact
Center Hosted Edition
• Multiple business units that function autonomously
IPCH-BUNDLE The Hosted bundle consists of two separately-licensed sets of components.
The base licenses for the shared infrastructure, such as the NAM, the network interfaces,
shared network IVRs, CICMs, and Hosted IPCC Agent licenses; (redundant) Router; (redundant)
Logger; (redundant) Communications Manager Peripheral Gateway(s); (redundant) IVR
Peripheral Gateway(s) for connection to Cisco IVR systems ISN and IP-IVR (non-Cisco IVRs
require third-party IVR port licenses); Administrative workstation(s); Historical database
server(s); WebView server and WebView 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)
Cisco Unified Customer Voice Portal