In the technology of the Cisco contact center solution, there are four options to choose from. They are UCCE- Unified Contact Center Enterprise, PCCE- Packaged Contact Center Enterprise, UCCX- Unified Contact Center Express, and Webex Contact Center – the latest cloud-based platform of Cisco.
When looking to establish a new contact center platform with less than 400 agents, the choice is usually the UCCX- Unified Contact Center Express.
However, when it comes to more important call centers, the option is between UCCE- The Cisco Unified Contact Center Enterprise (UCCE) which is a communication and Contact Center Enterprise, and PCCE- Packaged Contact Center Enterprise.
What is a Cisco Unified Contact Center Enterprise (UCCE)?
A collaboration system is commonly called a contact center solution. This system is used by businesses to handle high volumes of telephony communication.
What does a Cisco Unified Contact Center Enterprise (UCCE) do?
The Cisco Unified Contact Center Enterprise (UCCE) is meant to manage very high volumes of inbound telephonic queries and outbound telephone calls.
Businesses are generally used to keep their sales and marketing workforce or agents productive, keeping them in control to serve the acquired customers. The UCCE can scale up to 60,000 agents.
What is a Packaged Contact Center Enterprise (PCCE)?
The Packaged Contact Center Enterprise (PCCE) is a packaged Cisco contact center solution product offered by Cisco. This product combines the Unified Contact Center Enterprise into a single package and has a shorter deployment time. The PCCE is specifically meant for medium-size call centers.
Is there any difference between a Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE)?
From a technical aspect, the Cisco Unified Contact Center Enterprise (UCCE) and the Packaged Contact Center Enterprise (PCCE) are the same Cisco solutions. However, PCCE comes prepackaged.
As a result, the PCCE takes a shorter time for deployment. Also, The UCCE can support up to 60,000 agents, whereas PCCE can support a much lesser number of agents.
What is ICM in perspective to UCCE and PCCE?
The Cisco ICM is the primary routing engine that is used in the Cisco Unified Contact Center Enterprise (UCCE) and the Packaged Contact Center Enterprise (PCCE). It routes the calls to specific departments or divisions as per the requirements. It can scale up to 60,000 agents.
What is Reroute on No Answer (RONA)? How is it significant in UCCE and PCCE?
Reroute on No Answer (RONA) is a mechanism to handle calls missed by an agent. In scenarios when a call that has been routed to an agent is not picked up within the stipulated time, the call is then sent back into the queue.
In this situation, the acquired customer is not lost. An Agent is set to Not Ready or AUX state with a reason noted as RONA.
Generally, the RONA is used as a performance criterion. Evidently, it is an unwanted situation. Therefore, the Agent’s performance is measured on the number of calls missed and other parameters.
What is a Call Dequeue concerning Cisco UCCE?
When a call is waiting for too long in the queue, the router may reroute the call to another queue or an available phone number where the waiting time is much lesser. In this case, the call is moved from the current queue and tagged as “Dequeued” in the reports.
The acquired customer is not lost due to a long waiting time. Instead, it is transferred to an alternate queue or available Agent or even a voicemail or an outsourcer.
To Conclude
The above are a few frequently asked questions on the popular Cisco contact center solutions, the Cisco Unified Contact Center Enterprise (UCCE) and the Packaged Contact Center Enterprise (PCCE).
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