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Choosing Between Cisco UCCE and PCCE


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A brief Q&A for the age old question surrounding Cisco UCCE and PCCE. Which should you choose?

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Choosing Between Cisco UCCE and PCCE

  1. 1. ©2016 Mindsight 1 Choosing Between Cisco UCCE and PCCE for Your Contact Center A Brief Q&A
  2. 2. ©2016 Mindsight 2 Question 1 “My contact center has more than 2,000 agents. Which should I choose? Is the size of the agent pool a factor?”
  3. 3. ©2016 Mindsight 3 Answer 1 Yes, the size of the agent pool is probably the largest factor in determine which platform is best for your environment. While UCCE can support contact/call centers of nearly unlimited size, PCCE has a hard cap on 2000 agents. If your environment exceeds that threshold, UCCE is the only option. PCCE UCCE
  4. 4. ©2016 Mindsight 4 Question 2 “Our contact center isn’t quite at 2,000 agents, but in a few years we may be. Should I buy UCCE now to avoid an upgrade in the future?”
  5. 5. ©2016 Mindsight 5 Answer 2 PCCE can be upgraded to UCCE in an environment without much trouble, but UCCE cannot be downgraded to PCCE. To keep your options open, it may be more beneficial to buy PCCE and only upgrade to UCCE if and when you need it. PCCE UCCE
  6. 6. ©2016 Mindsight 6 Question 3 “Our contact center is a multi-tenant operation of 600 agents. Can both solutions segregate calls and data between two or more businesses in the same contact center?”
  7. 7. ©2016 Mindsight 7 Answer 3 No, PCCE cannot distinguish between two environments in the same contact center. So even though your agent count is well below the PCCE threshold, UCCE is the only option. It can segment the two environments and ensure there is no crossover in data, agents, or calls. PCCE UCCE
  8. 8. ©2016 Mindsight 8 Question 4 “Our company is expecting to make a large acquisition in the next couple of years. Which platform will integrate better with a new contact center?”
  9. 9. ©2016 Mindsight 9 Answer 4 UCCE can route calls to agents working on a different or even competing platform. This can provide an easy transition process as you run out the life of the other license or acclimate agents to a new desktop. PCCE UCCE
  10. 10. ©2016 Mindsight 10 Mindsight offers a full suite of contact center solutions and services. LEARN MORE Cisco Interactive Intelligence Cloud Contact Center Contact Center Applications