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Collaboration, Voice & AV · Advanced

Cisco Unified Contact Center Enterprise (UCCE)

Cisco's large-scale on-premises contact center with distributed routing, peripheral gateways, CVP and enterprise reporting.

Definition

UCCE separates functions into components: the central controller (Router and Logger), Peripheral Gateways that connect to CUCM and other systems, Administration and Data Servers, Customer Voice Portal for IVR, Finesse for agents and CUIC for reporting. It scales to thousands of agents across multiple sites and supports precision routing. Packaged CCE offers a simplified deployment model.

Example

A bank with 3,000 agents across four sites routes calls enterprise-wide with UCCE and CVP.

Exam tip

Know the major UCCE components and that CVP provides IVR and queuing at the network edge.

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