Posted by: Mudassir Ali | May 24, 2011

Compare Cisco Unified Contact Center products

Compare Cisco Unified Contact Center products:

Cisco Customer Care Solutions

Product Number of Agents Multisite Support TDM Integration Redundancy
Cisco Unified Contact Center Express Up to 300 Yes No Yes in Version 5.0(0)
Yes in Version 7.0(0)
Cisco Unified Contact Center Enterprise Unlimited Yes Yes (through Cisco Unified Contact Center Peripheral Gateway and Cisco Unified Intelligent Contact Management) Yes
Cisco Unified Contact Center Hosted Unlimited Yes Yes (through Cisco Unified Contact Center Peripheral Gateway and Cisco Unified Intelligent Contact Management) Yes

Other Cisco Customer Care Solutions

Product Features
Cisco Unified Intelligent Contact Management Enterprise Offers call routing and CTI

Provides real-time feeds with agent status and queues at each site

Provides intelligent routing while the call is still in the PSTN

Cisco Unified Intelligence Center Provides a state-of-the-art, open reporting platform; a secure 360-degree view of the contact center; and the ability to drill into individual contact details at any level

Offers real-time and historical reports and dashboards with flexible presentation options, including interactive grids, graphs, charts, gauges, XSL Transformations (XSLT), and published Really Simple Syndication (RSS) feeds

Enables integration of third-party data (ACD, workforce management, quality management, Internet, etc.)

Cisco Unified IP IVR Offers an open, extensible, and full-featured foundation for the creation and delivery of IVR applications
Cisco Unified Customer Voice Portal Provides intelligent, personalized voice and video self-service

Works with Cisco Unified Contact Center Enterprise or as a standalone system for unassisted IVR

Helps enable self-service and queuing to occur at the most efficient location(s) on the network

Is speech-enabled with Automated Speech Recognition (ASR) and Text-to-Speech (TTS) solutions from the leading vendors

Cisco Unified Expert Advisor Improves first-call resolution and increases customer satisfaction by allowing subject matter experts anywhere in the enterprise to handle incoming customer calls

Can be deployed with Cisco Unified Contact Center Enterprise or in standalone fashion — without any formal agents in the call flow

 

Cisco Unified Contact Center Express 4.0 and Cisco Unified Contact Center Enterprise 7.1 Product Comparison

 

Comparison of Cisco Unified Contact Center Express 8.5 and Cisco Unified Contact Center Enterprise 8.5 Features

Feature Cisco Unified Contact Center Express 8.5 Cisco Unified Contact Center Enterprise 8.5
Switch integration • Cisco Unified Communications Manager with optional Cisco Unified Contact Center Peripheral Gateway and Cisco Unified ICM: Industry-leading ACDs and private branch exchanges (PBXs) with Cisco Unified ICM software • Cisco Unified Communications Manager with optional Cisco Unified Contact Center Peripheral Gateway and Cisco Unified ICM: Industry-leading ACDs and PBXs with Cisco Unified ICM software
Cisco Unified Communications Manager Express support • Yes • No
Redundancy • High availability with automatic failover to provide mirrored (active and inactive core components) redundancy with load balancing for critical inbound voice and Agent E-Mail contact center functions, including active and standby services for ACD, IVR, CTI, desktop, monitoring, recording, and database servicesNote:Queued calls and associated call data are not preserved on active server failover to standby.Note: All servers in the cluster can be deployed over the WAN for geographic tolerance. • Fully fault-tolerant with active-active synchronized redundant core components, including the call router, database, and CTI servers; fault-tolerant servers can also be split over the WAN for geographic fault tolerance
Multisite contact centers • Support for virtual contact centers across multiple geographical sites when deployed with a single centralized or geographically distributed Cisco Unified Communications Manager cluster• Queuing and self-service done centrally• With Cisco Unified Contact Center Peripheral Gateway and Cisco Unified ICM: Support for multiple distributed Cisco Unified Communications Manager clusters • Support for multisite configurations with centralized Cisco Unified Communications Manager, Cisco Unified Communications Manager clustering over the WAN, or multiple Cisco Unified Communications Manager clusters• Ability to perform queuing and self-service at the edge or remote locations when using Cisco Unified Customer Voice Portal as the queuing and self-service platform
Scalability • Up to 400 agents per server, and up to 400 IVR ports per server • Up to 8000 agents and 3000 IVR ports per system using multiple servers; multiple systems can be networked together for additional scalability
Administrative interface • Browser-based administration supporting administration anywhere on the WAN; same design as and integrated with Cisco Unified Communications Manager administration • Centralized administration with web-based administration for certain functions and configurations
Outbound • Blended preview outbound dialer with simple campaign management (included at no additional cost with Cisco Premium Agent Desktop only)• Not available with Standard or Enhanced• Predictive outbound dialer for IVR campaigns, designed to play recorded messages to dialed contacts • Cisco Outbound Option provides blended preview, progressive, and predictive dialing modes with simple campaign management tools
Multichannel • Inbound voice• Outbound Preview Dialer (included with Cisco Unified Contact Center Express Premium)• Outbound Predictive for IVR

• Informal Agent E-Mail (included with Cisco Unified Contact Center Express Premium)

• Fully integrated web collaboration, email, and outbound capability; a single routing platform provides a universal queuing system
Quality management • Optional with Cisco Unified Workforce Optimization Quality Management and Advanced Quality Management• Twenty-four-hour call recordings that enable all customer contacts to be reviewed instantly for dispute resolution and to meet regulatory requirements• Ability to record up to 100 percent of customer interactions

• Rapid archival search and retrieval from anywhere

• Secure, authenticated, domain-restricted access

* Synchronized Cisco Agent Desktop screen record with voice recording (Available with Advanced Quality Management only)

• Available through partners
Workforce management • Optional with Cisco Unified Workforce Optimization Workforce Management• Sophisticated contact forecasting tools combining the art and science of predicting contact volume and distribution• Workforce scheduling to meet service goals within the constraints of your workforce’s skills and availability

• Agent and supervisor interfaces that provide intraday information and proactive tools

• Available through partners
Platform • Cisco Appliance model, VOS/Linux-based • Microsoft Windows 2003-based; Windows 2008 with Cisco Unified Contact Center Enterprise 8.5(2) or later
Hardware platform support • Cisco Unified Computing System(UCS) B- and C-Series• Cisco MCS servers• VMWare

• Single- or dual- (virtual) server high-availability cluster configurations supported

Refer to design documentation for details

• Support for most components on Cisco UCS B- and C-Series• Cisco MCS servers• VMWare

Refer to design documentation for details

Cisco Unified Presence integration for enterprise knowledge worker integration • Available through Cisco Agent and Supervisor Desktop with complete control over visibility and access to any Cisco Unified Presence client • Available through Cisco Unified Expert Advisor for automated identification and notification of experts through integration with Cisco Unified Presence• Available through Cisco Agent and Supervisor Desktop with complete control over visibility and access to any Cisco Unified Presence client
CRM integration • CTI integration with any Microsoft Windows application through keystroke macros• Integration with browser-based applications through HTTP get and put in Cisco Agent Desktop-embedded browser• Support for socket-level Computer Supported Telephony Applications (CSTA)-like protocol for complete integration with Cisco Unified Contact Center Express ACD and IVR

• CRM call connectors available from Cisco at no cost (limited functions) for Microsoft CRM and salesforce.com

• Keystroke macros; CTI Toolkit application programming interface (API) support available in COM, C++, Java, and .Net• Browser-based thin-client desktop support available• CRM support with Siebel, SAP, PeopleSoft, Microsoft CRM, and salesforce.com using native drivers
Reporting • Approximately 100 predefined reports• Support for custom reports • More than 200 predefined reports in Cisco Unified Intelligence Center Standard• Custom report capabilities, or direct database access available for use with third-party reporting tools• Advanced reporting and archiving capabilities with optional Cisco Unified Intelligence Center Premium
Cisco Pre-Routing • When deployed with optional Cisco Unified Contact Center Peripheral Gateway and Cisco Unified ICM, supports all Cisco Unified ICM-supported prerouting service providers • Cisco Pre-Routing available with Sprint, AT&T, Verizon, BT, France Telecom, Optus, cable, and wireless
Agent desktop • Prepackaged Cisco Agent Desktop for PCs or Cisco IP Phones • Prepackaged three-tier agent desktop• CTI Toolkit• CRM integration
Supervisor desktop • Prepackaged Cisco Supervisor Desktop • Prepackaged supervisor desktop• CTI Toolkit
IVR integration • Standard and Enhanced packages that include prompt and collect IVR capability (programmable Auto Attendant)• Premium package that includes full IVR self-service application capabilities • Choice of Cisco Unified IP IVR, Cisco Unified Customer Voice Portal, or Open API (GED 125), which allows integration with third-party IVRs
Automatic Speech Recognition/Text-to-Speech • Available from Nuance and IBM (available option only with Premium) • Available from Nuance and IBM on Cisco IP IVR or Cisco Unified Customer Voice Portal
CTI screen pop • Yes, as part of Cisco Agent Desktop (available only with Enhanced and Premium) • Yes, as part of all agent desktop packages
Remote agent • Using Cisco Unified IP Phone or Cisco IP Communicator through VPN over DSL or cable modem• Remote agent through public switched telephone network (PSTN) available from select partners • Remote agent using IP phone through VPN over DSL or cable modem• Cisco Unified Mobile Agent using any analog PSTN phone, mobile phone, or digital teleset behind a PBX
Recording • On-demand recording as part of Cisco Agent Desktop• Optional 24-hour quality management• Ability to deploy third-party recording vendors with Cisco Unified Communications Manager as standalone recording solutions

* Ability to integrate with third-party recording solutions through Cisco Unified Contact Center third-party CTI (socket-level protocol specification – no API)

• As part of Cisco Agent Desktop, support for third-party recording products through CTI API
Wallboard integration • Available through partners • Available through partners
Silent monitoring • Supervisor silent monitoring• Remote (dial-in) silent monitoring • Supervisor silent monitoringNote:Remote silent monitoring tool for dial-in silent monitoring is part of Premium Agent license.
Average agent desktop cost • $395, $1250, and $1850 per seat for Standard, Enhanced, and Premium, respectively (inbound voice includes queuing and IVR)• Standard and Enhanced: Inbound voice only with no additional options available* Premium: Inbound, preview outbound, blended inbound/outbound (preview), and Agent E-Mail

• Premium only: $395 per outbound IVR port

• Premium only: $449 per administered user for Quality Management

• Premium only: $595 per administered user for Advanced Quality Management

• Premium only: $495 per seat for Workforce Management

• $1100 to $1700 (outbound option, queuing and IVR purchased separately)
Call-flow design templates • Tree-directed; similar to visual basic • Flow chart-directed; drag-and-drop icons from object palette
Serviceability and support • Web-based serviceability and system support • Web-based serviceability and system support for a distributed environment
Skills-based routing • Yes; also includes competency levels per skill • Yes
Expert routing (queue to agent) • Route to agent supported• Queue to agent not supported • Route to agent and queue to agent supported
Dynamic re-skilling interface for supervisors • Yes • Yes
Threshold with supervisor desktop and reporting • Yes • Yes
Cisco channel partner requirement • Cisco Unified Communications Advanced Specialization • Cisco Advanced Technology Provider (ATP)
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Responses

  1. Hello ,

    Do you have any comparison between Cisco and others contact center ?

  2. Hi,
    Check my recent post, if there is any specific vendor you want to compare with Cisco, please let me know, I will try to get it for you.

    Thanks
    Mudassir

  3. Os dejo un link de una revista digital bastante interesante que trata de la Atención al cliente y contact center.
    http://www.businesscontactcenters.com

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