Cisco Unified Contact Center Hosted

The Cisco Unified Contact Center Hosted is a strategic platform supplied by Cisco that enables contact centers to move towards a Customer Interaction Network. A Customer Interaction Network is a distributed, IP-based infrastructure that encompasses a continuously evolving suite of multichannel services and customer relationship management (CRM) applications. These applications enhance the contact center's response times and streamline customer exchanges to help the organization deliver superior customer service. A Customer Interaction Network extends customer service capabilities across the entire organization, giving the business a more integrated and collaborative approach to customer satisfaction and leading to a better customer experience.

Integration

In a hosted setup, the complete UCC solution including the UCM is installed in the service provider's data center. ZOOM CallREC is connected to the central servers with JTAPI and the UCC adapters, Voice calls are recorded on the dedicated SPAN ports of the central switches. The CTIOS adapter receives the call routing related data including AgentIDs, Agent Names, SkillGroups and other related data, directly from Cisco UCC Enterprise.
The deployment architecture is tailored to best suit the service provider's infrastructure and business demands. ZOOM CallREC supports virtualization from the user access perspective, so each customer is using their own ZOOM CallREC „partition".

Supported Versions

  • Cisco Unified Contact Centre Enterprise 6.0
  • Cisco Unified Contact Centre Enterprise 7.1
  • Cisco Unified Contact Centre Enterprise 7.2
  • Cisco Unified Contact Centre Enterprise 7.5
  • Cisco Unified Contact Centre Enterprise 8.0
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