Cisco Unified Contact Center Express meets the needs of departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy, easy-to-use, highly available and sophisticated customer interaction management. It is designed to enhance the efficiency, availability, and security of customer contact interaction management by supporting a highly available virtual contact center with integrated self-service applications across multiple sites. Its support for powerful agent-based assisted service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor, interactive voice response, computer telephony integration and agent and desktop services in a single-server, contact-center-in-a-box deployment.
Cisco Unified Contact Center Express Premium is optimal for full-featured formal call centers requiring skills-based routing, CTI-based agent screen pop, or integrated self-service application support.