Difference Between Cisco PCCE and UCCE

There seem to be presented four alternatives for Cisco contact center portals: Unified Contact Center Xpress (UCCX), Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprises (PCCE), and Webinar Contact Center — Cisco’s latest cloud-based solution. This article, on the other hand, highlights the key distinctions between UCCE and PCCE.

Cisco PCCE vs UCCE

The main difference between Cisco PCCE and UCCE is that Cisco PCCE is pre-packaged to minimize installation time and design specifications. It accommodates fewer employees. UCCE can accommodate up to 60,000 agents. Finally, PCCE is fantastic since you’re not going to exceed 1000 agents, which we doubt you will any relatively soon in your scenario (3-5 years). Its biggest advantages are the pricing as well as a footprint in the infrastructure.

Cisco PCCE and UCCE

The Cisco Packaged Contact Center Enterprise (Packaged CCE) client service solution enables enterprises and organizations to give a digitally connected experience to consumers by allowing them to create personalized, ongoing, and capability-rich journeys spanning time and channels.

Cisco UCCE, or Unified Contact Center Enterprises, enables call center services with approximately 24,000 people to provide proactive and tailored client experiences. Fault tolerance contributes to continuous functioning. Thorough reporting provides you with the business experience you really have to enhance the effectiveness of your contact center.

Comparison Table Between Cisco PCCE and UCCE

Parameters of ComparisonCisco PCCEUCCE
Full FormCisco PCCE stands for Cisco Packaged Contact Center Enterprise. UCCE stands for Unified Contact Center Enterprise.
MeaningPackaged CCE client service solution enables enterprises and organizations to give a digitally connected experience to consumers.UCCE enables call center services with approximately 24,000 people to provide proactive and tailored client experiences.
Number of AgentsThe ideal headcount for PCCE is 500 to 2000.The ideal headcount for UCCE is an enterprise with more than 2000.
Client Service and FlexibilityClient services can be provided by only one business at a time which makes it a bit less flexible.Client services can be provided by many businesses at any time which makes UCCE very flexible to use.
ShiftingOne can easily shift from PCCE to UCCE.One can not shift from UCCE to PCCE.

What is Cisco PCCE?

The Cisco Packaged Contact Center Enterprise (Packaged CCE) customer service system enables corporations and organizations to provide a digitally enabled experience to their customers by allowing companies to construct personalized, continuous, and capability-rich journeys that span time across channels.

Packaged CCE or PCCE is a Cisco Unified Contact Center Enterprise installation type that has been pre-designed. Companies may benefit from a lower hardware footprint and less time to install and set up with Packaged CCE. The streamlined administration interface and operations of Packaged CCE include a quick, efficient customer experience for contact Centre workers, supervisors, and administrators. Packaged CCE is designed to be an online system, with several open APIs for bespoke integrations.

PCCE may be configured and augmented with numerous desktop interfaces to provide contact center employees with the tools they need to provide a one-of-a-kind client experience. Furthermore, PCCE enables agents to combine outgoing and inbound phone services with internet services such as social media, real-time chat, web collaboration, and email. Agents may communicate with several clients at the same time with all of these tools and resources.

To summarize; Cisco’s Packaged Contact Center Enterprise (Packaged CCE) technology assists enterprises and organizations in delivering a connected digital encounter to clients by giving relevant, ongoing, and capability-rich journeys across time and channels. Businesses may benefit from lower hardware footprints and less time to deploy and set up with Packaged CCE.

What is UCCE?

UCCE is an abbreviation for Unified Contact Center Enterprise. It enables contact centers featuring up to 24,000 people to provide proactive and tailored client experiences. High availability contributes to continuous functioning. Comprehensive and provide you with the business knowledge you need to enhance the effectiveness of your help desk.

The contact/call center may extend to many sites as well as virtually infinite sizes using UCCE, as long as technology can sustain it. Cisco UCCE extends to provide this capability for distant agents in multi-branch installations or out-of-office employee circumstances.

It enables seamless integration of incoming and outgoing phone applications with Internet services such as real-time chat, web collaboration, and e-mail. This connection enables a single agent to support several contacts at the same time, independent of the communications platform used by the client. Because each encounter is unique and may necessitate personalized treatment, Cisco offers contact center ways to resolve client interactions based on practically any contact aspect.

On UCCE, the primary routing mechanism is Cisco ICM. It directs calls to multiple locations, including such skills, waits, tags, and IVRs. It is very extensible, with a capacity of up to 60.000 agents.

Main Differences Between Cisco PCCE and UCCE

  1. Cisco PCCE stands for Packaged Contact Center Enterprise whereas UCCE stands for Unified Contact Center Enterprise.
  2. Cisco PCCE is applicable for a headcount of 500 to 2000 in an enterprise whereas, UCCE is ideal for enterprises with headcounts higher than 2000.
  3. PCCE can be upgraded to UCCE at any point in time and operation whereas, UCCE cannot be switched back to PCCE.
  4. Cisco PCCE is not very user-friendly and flexible whereas, UCCE is very flexible to use.
  5. PCCE allows the use of only one business at a time in a single contact center whereas UCCE allows multiple businesses at a time in a single contact center.

Conclusion

Cisco PCCE provides the very same performance and capabilities as UCCE, but with a lower limit. Unlike UCCE, which can accommodate 12,000 agents, PCCE is designed for smaller installations. For businesses in this range, PCCE is an ideal method to make use of powerful UCCE capabilities while managing them more easily and on a lesser level.

The usual methodology is Cisco UCCE. It enables up to 12,000 agents per system across several Unified Communications Manager clusters. Systems may be joined together to construct massive customer service.

References

  1. https://www.conet.de/EN/technologies/cisco/cisco-ucce
  2. https://cdn.ttgtmedia.com/rms/pdf/CiscoContactCenter_Ch1.pdf
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