[cisco-voip] UCCX Premium vs Enhanced

[Ben Amick]

I have this from a prior document our partner sent us. Please note that some of these do still require additional investment, such as outbound IVR and WFO, among others.

Cisco Unified Contact Center Express 11 Feature Availability with CUCM 11
Feature

Premium

Enhanced

Standard

Optional

Inbound voice

Yes

Yes

Yes

No

Blended Preview Outbound Dialer

Yes

No

No

No

Predictive and Progressive Outbound Dialer

Yes with Finesse

No

No

Yes

Outbound IVR

Yes

No

No

Yes

Agent E-Mail

Yes

No

No

No

Web Chat

Yes

No

No

No

Inbound Voice High-Availability Option

Yes

Yes

No

Yes

Outbound Voice

Yes

No

No

No

Database Integration

Yes

No

No

No

WFO: Call Recording

Yes

Yes

Yes

Yes

WFO: Quality Management

Yes

Yes

No

Yes

WFO: Advanced Quality Management

Yes

Yes

No

Yes

WFO: Workforce Management

Yes

Yes

No

Yes

Finesse Agent and Supervisor Desktop

Yes

Yes

No

No

Finesse IP Phone Agent

Yes

Yes

Yes

No

Context Service Support

Yes

Yes

No

No




Ben Amick
Telecom Analyst

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jose Colon II
Sent: Thursday, January 19, 2017 1:48 PM
To: Cisco VOIP <cisco-voip at puck.nether.net>
Subject: [cisco-voip] UCCX Premium vs Enhanced

Does anyone already have a bullet point sheet they would be willing to share that covers what the advantages of premium over enhanced is for UCCX?


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