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Choosing Between Cisco UCCE and PCCE
for Your Contact Center
A Brief Q&A

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Question 1
“My contact center has more than 2,000 agents.
Which should I choose? Is the size of the agent pool a
factor?”

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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

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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?”

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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

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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?”

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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

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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?”

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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

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Mindsight offers a full suite of contact
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