Cisco Unified Contact Center Enterprise and Hosted (v. 9.0) - media
Mfg # CCEH-MEDIA90-K9
CDW # 2938895
Know your gear
Cisco Unified Contact Center Enterprise uses an IP infrastructure to deliver skills-based contact routing, voice self-service, computer telephony integration (CTI), and multi-channel contact management. By combining multi-channel automatic-call-distributor (ACD) functions with IP telephony in a unified solution, Cisco Unified Contact Center Enterprise can help your company rapidly deploy a distributed voice-over-IP (VoIP) contact center infrastructure.
Cisco Unified Contact Center Enterprise segments customers, monitors resource availability, and delivers each contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, and queue lengths.
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect your company's business rules, enabling Cisco Unified Contact Center Enterprise to route each contact to the right place. Wherever an agent is based, the system delivers a rich set of call-event and customer-provided data to the targeted desktop as a contact arrives, personalizing service and increasing efficiency. Throughout the process, distributed fault tolerance helps ensure uninterrupted operation.
Cisco Unified Contact Center Hosted is suitable for both large enterprise companies and service providers. For enterprise companies with multiple branch offices or divisions, the value is a centralized contact center infrastructure that can offer services to its various divisions or satellite offices. For incumbent service providers and new service carriers, the product creates a new, high-margin service revenue stream. The service provider hosts the contact center infrastructure software, which is shared by multiple customers, in its central office or data center. Subscribing customers can have IP or time-division multiplexing (TDM) infrastructures, or a combination of the two.
Cisco Unified Contact Center Enterprise segments customers, monitors resource availability, and delivers each contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, and queue lengths.
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect your company's business rules, enabling Cisco Unified Contact Center Enterprise to route each contact to the right place. Wherever an agent is based, the system delivers a rich set of call-event and customer-provided data to the targeted desktop as a contact arrives, personalizing service and increasing efficiency. Throughout the process, distributed fault tolerance helps ensure uninterrupted operation.
Cisco Unified Contact Center Hosted is suitable for both large enterprise companies and service providers. For enterprise companies with multiple branch offices or divisions, the value is a centralized contact center infrastructure that can offer services to its various divisions or satellite offices. For incumbent service providers and new service carriers, the product creates a new, high-margin service revenue stream. The service provider hosts the contact center infrastructure software, which is shared by multiple customers, in its central office or data center. Subscribing customers can have IP or time-division multiplexing (TDM) infrastructures, or a combination of the two.