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Cisco Packaged Contact Center Enterprise

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Cisco Packaged Contact Center Enterprise

Cisco Packaged Contact Center Enterprise (Packaged CCE) is an Easy-to-Deploy Omnichannel Contact Center, customer care solution helps businesses and organizations deliver a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels.

Features of product

Проблемы Pain points
  • No automated business processes
  • High costs of routine operations
  • Customer retention
  • High costs
  • Low quality of customer service
  • Low quality of customer support
  • Failure to attract new customers
  • Separate communications channels
Ценности Business Values
  • Reduce Costs
  • Increase Customer Base
  • Improve Customer Service
  • Support Customers
Матрица сравнения с конкурентами Matrix of comparison with competitors

About Product

Packaged CCE is a predesigned deployment model of Cisco Unified Contact Center Enterprise. With Packaged CCE, businesses can enjoy the advantages of a smaller hardware footprint and reduced time to install and configure. Key differentiators of Packaged CCE are its simplified management interface and workflows, which provide a fast, efficient user experience for contact center agents, supervisors, and administrators. Packaged CCE is an open platform by design and provides a variety of open interfaces for custom integrations. Packaged CCE includes a comprehensive feature set out-of-the-box from the following industry-leading products:

  • Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)
  • Cisco Unified Customer Voice Portal (for speech-enabled self-service)
  • Cisco Unified Intelligence Center (for comprehensive reporting)
  • Cisco Finesse web-based agent/supervisor desktop

Key media capabilities of Packaged CCE include:

  • Support for inbound and outbound voice
  • Built-in email and chat
  • Social media customer care
  • Support for inbound video
  • Audio and video recording
  • Powerful application programming interfaces for integrating task and outbound routing

Packaged CCE's usability advantages include:

  • Blade server support
  • Web-based administration
  • Simplified log collection and trace level management
  • Built-in real-time system health check
  • Live data real-time reporting

Business benefits of Packaged CCE include:

  • Enhanced customer experiences through all contact channels
  • Optimized engagement with mobile and video callers
  • Cost reduction by using your existing communications infrastructure
  • Increased employee productivity and lower support costs
  • Flexible addition of new capabilities through standard web APIs


CRM Type


Data location



Contact Center

Application Type

Desktop application

System customization
Security and administration
Customer base
Customers document flow
Omnicanal communications

IP-telephony;Chat;E-mail;Social networks;Messengers

Business Process Management

Features of users

Используют так же Also use
  • PC - personal computer
  • Corporate Telephony
  • Perifirals
  • Data Access, Analysis, and Delivery Software
  • Business Analytics
  • CRM - Customer Relationship Management
  • ERP - Enterprise Resource Planning