Cisco IPCC Express Edition 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 for 1 to 300 agents. 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 secured with Cisco Security Agent. 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 (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contact-center-in-a-box deployment.
The following URL should help you:
http://www.cisco.com/en/US/products/sw/custcosw/ps3651/products_qanda_item09186a008021df8d.shtml
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_qandas_list.html
