It is a concern for many call centers to choose the right Cisco platform for optimum performance. This ppt will help you better understand the difference between UCCE, PCCE, and UCCX basis the agent headcount, and other functionalities.

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UCCE vs PCCE vs UCCX

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Cisco on-premise platforms
Cisco Contact center has 3 on-premise platforms to run their operations basis the headcount
Let’s understand the difference between the two basis the parameters
UCCX PCCE UCCE

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Size of business
UCCE
PCCE
UCCX
applicable for
small businesses
with agent count
of 400 to 500 or
else
applicable for
enterprises with a
headcount of 500 to
2000
applicable for enterprises
with more than 2000
agents

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Upgrading platform
PCCE can be upgraded to UCCE anytime
in future but it is not possible to switch from
UCCE to PCCE. Even getting from UCCX
to UCCE platform is a daunting task.

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Flexibility
UCCE is the most flexible platform that can
route calls to agents working on different
platforms and offers transit option with new
Cisco Agent Desktop for agents

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Multiple Businesses on One Platform
To run more than one business from a
single contact center you need to have
UCCE. It allows you to run multi-tenant
operation without creating confusion of
crossover data or call

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