Cisco offers three on-premise contact center platforms: UCCE, PCCE, and UCCX, catering to businesses of varying sizes. UCCE is the most flexible option, allowing multi-tenant operations and flexible call routing, while PCCE can be upgraded to UCCE but not vice versa. UCCX is suitable for smaller businesses with agent counts of 400 to 500, while UCCE supports larger enterprises with over 2000 agents.

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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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