Contents - Cisco Unified Contact Center Enterprise (UCCE) [Book]

Skip to main content

Get full access to Cisco Unified Contact Center Enterprise (UCCE) and 60K+ other titles, with free 10-day trial of O'Reilly.

There's also live online events, interactive content, certification prep materials, and more.

Start your free trial

Contents

Chapter 1 Contact Center Overview

Contact Center Characteristics

Contact Channels

Cisco Contact Center Features

Virtual Contact Center

Cisco Agent Desktop with Presence

CTI and CRM Integration

Agent Desktop Options

Cisco Unified Expert Advisor

Support for Remote and Mobile Agents

Self-Service and Call-Treatment Capabilities

Management Portal

Cisco Contact Center Portfolio

Cisco Unified Contact Center Express

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Hosted

Cisco Unified Intelligent Contact Manager Enterprise

Cisco Unified IP IVR

Cisco Unified Customer Voice Portal

Other Voice Components

Chapter 2 Platform Architecture

General Cisco Unified Contact Center Architecture

Get Cisco Unified Contact Center Enterprise (UCCE) now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.

Start your free trial

Don’t leave empty-handed

Get Mark Richards’s Software Architecture Patterns ebook to better understand how to design components—and how they should interact.

It’s yours, free.

Get it now

Cover of Software Architecture Patterns

Check it out now on O’Reilly

Dive in for free with a 10-day trial of the O’Reilly learning platform—then explore all the other resources our members count on to build skills and solve problems every day.

Start your free trial Become a member now