Cisco Unified Contact Center Enterprise (UCCE)​

Principal components

• Cisco Unified Intelligent Contact Manager — ICM;
• Cisco Unified Communications Manager (CallManager) — UCM;
• Cisco Unified IP Interactive Voice Response — IP IVR;
• Cisco Interaction Manage, Web и Email — WIM и EIM;
• Applications of agents and supervisors;

The software package Cisco Unified Intelligent Contact Manager is a core of the solution UCC Enterprise and provides the mechanisms of automatic call distribution including including functions:

• trackings of a status of agents;
• routings or premises in queue of incoming calls;
• interaction with client and server applications (CTI);
• collecting of statistics for creation of reports.

The following program components are composition of ICM: Peripheral Gateway (PG), provides the interface between ICM and components of a communications infrastructure providing processing of addresses on different media channels — telephone communication, e-mail, web interactions. There are options of PG for connection to the systems Cisco CallManager, Cisco IP IVR and also a number of the traditional ACD and IVR systems of different producers. Connection to the Cisco Interaction Manager system by means of Media Routing PG is applied to processing of addresses by e-mail or web.

The CTI server implements the program interface (API) which is used by programmers by application development for agents and supervisors of contact center (the automated workplace of the operator). On the basis of this interface the "pop-up windows" mechanism and other functionality demanded within computer and telephone integration is implemented. Via the same interface connection of "boxed" options of implementation of an automated workplace of operator CTI Desktop, Cisco Agent Desktop and also applications of the systems of a class is made CRM or HelpDesk.

2016: Cisco and Salesforce announced creation of global strategic alliance

Service of customers. Two market leaders on service of customers integrated to create the complete solution which will include both communication infrastructure, and the integrated intellectual application for operator computers. The Cisco Unified Contact Center Enterprise application provides intellectual routing of contacts, call processing, integration of network and desktop telephony and multichannel interaction management with contacts. The Salesforce Service Cloud application (wins first place in the world among applications on customer service) provides to operators of contact centers the complete information about contacts, allowing to accelerate service and to make it more fruitful. Seamless integration of the mentioned solutions will give to the companies the chance more effectively to control contact centers.

Learn more: Cisco Spark