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Collaboration, Voice & AV · Intermediate

Cisco Unified Contact Center Express (UCCX)

Cisco's on-premises contact center for small to midsize deployments, integrated with CUCM and offering ACD, IVR and reporting.

Definition

UCCX runs as a single server or high-availability pair and uses JTAPI to control CUCM. Scripts built in the UCCX Editor define call flows, and Contact Service Queues distribute calls to resources based on skills. Agents use Cisco Finesse, and reporting uses Cisco Unified Intelligence Center. It supports voice, chat and email channels.

Example

A 150-agent help desk uses UCCX scripts to collect account numbers and route callers to skilled agents.

Exam tip

UCCX is for small to midsize centers; UCCE serves large enterprises with distributed components.

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