Cisco Unified Contact Center Enterprise Solution Reference ...

OL-8669-05
Architecture Overview
CHAPTER
Cisco Unified Contact Center Enterprise 7.x SRND
1
Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications
application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony
Integration (CTI), and multi-channel contact management to contact center agents over an IP network.
It combines software IP automatic call distribution (ACD) functionality with Cisco Unified
Communications in a unified solution that enables companies to rapidly deploy an advanced, distributed
contact center infrastructure.
The Cisco Unified CCE is an integrated suite of products that includes Cisco Unified Intelligent Contact
Management (Unified ICM), Cisco Unified CallManager, Cisco IP Interactive Voice Response
(Unified IP IVR), Cisco Unified Customer Voice Portal (Unified CVP), Cisco Voice over IP (VoIP)
Gateways and Cisco Unified IP phones. Together these products provide Cisco Unified Communications
and contact center solutions to achieve intelligent call routing, multi-channel automatic call distribution
(ACD) functionality, interactive voice response (IVR), network call queuing, and consolidated
enterprise-wide reporting. Unified CCE can optionally integrate with Cisco Unified ICME to support
networking with legacy ACD systems while providing a smooth migration path to a converged
communications platform.
The Cisco Unified CCE solution is designed for implementation in both single-site and multi-site contact
centers. It utilizes your existing Cisco IP network to lower administrative expenses and extend the
boundaries of the contact center enterprise to include branch offices, home agents, and knowledge
workers. Figure 1-1 illustrates a typical Unified CCE setup.
1-1