<div>Hi,</div>
<div> </div>
<div>Self Service is as you said, no need for a human agent.</div>
<div> </div>
<div>Typical example is a phone banking service.</div>
<div> </div>
<div>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.</div>
<div> </div>
<div>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!</div>
<div> </div>
<div>ICM would provide the high-level application</div>
<div> </div>
<div>Then you would build the actual self service app in either:</div>
<div> </div>
<div>IP IVR - Cisco CRS product on a server</div>
<div>CVP - Whole suite on its own, can be used with UCCE or without.</div>
<div> </div>
<div>
<div>Just a really quick summary below.. because there is really a lot of aspects to UCCE, ICM, CVP, IP IVR</div>
<div> </div></div>
<div>As paul said - the SRND will give you the best overview of this.</div>
<div> </div>
<div>Cheers,</div>
<div> </div>
<div>Tim<br><br></div>
<div class="gmail_quote">On Tue, Jul 7, 2009 at 10:35 PM, Maryam Moghaddas <span dir="ltr"><<a href="mailto:marmin79@yahoo.com">marmin79@yahoo.com</a>></span> wrote:<br>
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<td valign="top">Dear all,<br><br>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?<br>
The second term is " Outbound option". Where do we need to include such an option in our UCCE bundle? & what is the exact meaning?<br><br>Thank you,<br>Maryam<br></td></tr></tbody></table><br><br>_______________________________________________<br>
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