In this post, we will go through frequently asked questions about Cisco Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and provide detailed answers and options.
What is Cisco Unified Contact Center Enterprise (UCCE) and what does it do?
Cisco UCCE is a contact center solution offered by Cisco for medium to large organisations. It can scale up to 60,000 agents and more. It helps businesses to set up a call center environment and distribute large volumes of customer calls to agents around.
What is Packaged Contact Center Enterprise (PCCE) ?
Packaged CCE is the marketing name of the UCCE which aims to reduce the deployment time in an attempt to re-target the medium-size call center market. It offers almost all the features and the functionality but the deployment time is shorter.
What is the difference between UCCE and UCCX?
UCCX is the small-size call center platform that supports up to 400 agents. UCCE has more comprehensive features and targets sophisticated operations and large agent numbers.
What is the difference between Cisco UCCE and PCCE?
Technically, they are the same solution. however PCCE is pre-packaged to reduce the deployment time and complexity of the design. It supports less agents. UCCE can support up to 60,000 agents.
What is the difference between Cisco UCCE and Cisco Finesse?
Cisco UCCE is the call center solution and Cisco Finesse is a server module that can be integrated into Cisco UCCE. Cisco Finesse offers agent functionality, whereas Cisco UCCE handles the call routing and also integrates with other modules such as interactive voice response (IVR) module which is called Cisco Voice Portal (CVP).
What is Cisco IVR?
IVR, Interactive Voice Response (also known as VRU, voice response unit) handles the call routing, promts and menu options to qualify the call, offer self-service features to the caller.
Cisco IVR is the interactive voice response service which integrates with Cisco UCCX and UCCE. Cisco UCCE no longer supports Cisco IVR and Cisco Voice Portal (CVP) needs to be used.
What is ICM in UCCE?
Cisco ICM is the main routing engine on UCCE and PCCE. It routes the calls to the destinations such as skills, queues, labels and IVRs. It is very scalable and can go up to 60.000 agents.