Chapter 12
Contact Center Integration
For many companies, the contact center is the lifeline that connects them directly with their customers and partners through a variety of communication channels. It is a feature-rich environment with sophisticated call flows such as interactive voice response (IVR), agent call transfers, and outbound dialer applications. SBCs are a key component of contact center architecture; they are responsible for connecting agents and applications with the external world through IP-based audio and video calls. This chapter focuses on the Cisco Unified Contact Center Enterprise (UCCE) solution and features that require integration with the CUBE SBC. For a more comprehensive look at the UCCE solution, see the Cisco Unified ...
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