Posted by: Mudassir Ali | May 28, 2011

Interactive Intelligence vs Cisco Unified Contact Center Express Comparison

Interactive Intelligence vs Cisco Unified Contact Center Express Comparison

http://www.l3networks.com/unified-communications.shtml#block

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html

* l3 provides an internal chat features that is not true instant messaging. It requires the user to select and answer the incoming chat alert and is limited to users who are logged into the same CIC server

** There are problems related to reporting when using a universal queue on l3. Real-time statistics and historical reports become confusing- the longest interaction waiting reflects email messages, not just voice calls. Interactions in reports show across all multimedia objects.

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Responses

  1. I3 supports virtualization…

  2. Virtualization is supported in I3’s 4.0 product. 3.0 SU16 doesn’t support virtualization.


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