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.


Figure 8-1 Cisco UCCX Architecture ...

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