Contents

Introduction

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

Reporting

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

Summary

Chapter 2 Platform Architecture

General Cisco Unified Contact Center Architecture

Router

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