Comparison table

Unanswered Question
Jul 1st, 2008

Hi,

Do you know if exists a comparison table between contact center express and contact center enterprise?

thanks

I have this problem too.
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rob.huffman Tue, 07/01/2008 - 16:53

Hi Marco,

This was nicely put together by Riccardo from Cisco systems :)

1) Express is considered the single site deployment solution, see here for a comprehensive feature list:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html

2) Enterprise is a flexible, multisite, flexible solution, see here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/index.html

So when it comes down into features and functionality you have those products tailored for the specific market needs:

1) IPCCX needs a Unified Call Manager as a telephony solution, IPCCE could be integrated with preexisting TDM solutions.

2) IPCCX has a single site preview mode outbound solution, IPCCE has an Enterprise Outbound solution that could distribute the inbound and outbound traffic to different sites in a blended fashion.

3) IPCCX has an integrated CTI solution with limited customisation possibilities, IPCCE has an integrated CTI solution, but provides also a SDK to fully expand the overall possibilities in this area and allow integration with major CRM/WFM/Recordings solutions.

4) IPCCX provides a multimedia offering to integrate to a single site mail/web server, IPCCE provides an enterprise multimedia solution that would handle large volumes of emails/web requests, allowing your agents to differentiate their tasks among different medias.

5) IPCCX provides an integrated flexible IVR solution, while IPCCE could integrate to a Cisco Voice Portal solution and become a possible IP to IP Gateway solution replacing or displacing entire TDM infrastructures.

Hope this helps!

Rob

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