[cisco-voip] UCCE

[Tim Smith]

Hi,

Self Service is as you said, no need for a human agent.

Typical example is a phone banking service.

Usually there is some option to be transferred out to an agent if there is
an issue. i.e. possibly a technical failure, or the user actually needs help
with the task being performed.

UCCE is the suite for enterprise contact centers from Cisco. (it is
available in different flavours too - hosted, system etc) - contains many
components and sub-components!

ICM would provide the high-level application

Then you would build the actual self service app in either:

IP IVR - Cisco CRS product on a server
CVP - Whole suite on its own, can be used with UCCE or without.

 Just a really quick summary below.. because there is really a lot of
aspects to UCCE, ICM, CVP, IP IVR

As paul said -  the SRND will give you the best overview of this.

Cheers,

Tim

On Tue, Jul 7, 2009 at 10:35 PM, Maryam Moghaddas <marmin79 at yahoo.com>wrote:

>   Dear all,
>
> There are some ambiguous terms with UCCE for me. The first is " self
> service" . I understand from this phrase that there is no need for a human
> agent to interact with such a service, but I can not percieve what component
> from UCCE does this & how?
> The second term is " Outbound option". Where do we need to include such an
> option in our UCCE bundle? & what is the exact meaning?
>
> Thank you,
> Maryam
>
>
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