Chapter 8. Cisco Unified Contact Center Express
Cisco Unified Contact Center Express (UCCX) is an all-in-one multichannel solution for small and medium-sized help desks and contact centers with support for up to 400 agents. UCCX offers small to mid-enterprise level contact center features, such as Interactive Voice Response (IVR), Automatic Call/Contact Distribution (ACD), Outbound Dialer, Multi-Channel Communication (email, web chat), and Computer Telephony Integration (CTI).
Cisco UCCX Architecture
Figure 8-1 illustrates the Cisco UCCX architecture and its interaction with the Cisco Collaboration solution.