Cisco Unified Contact Center Enterprise (UCCE)

Cisco’s Unified Contact Center Enterprise helps deliver proactive and personalized customer experiences for contact centers with up to 24,000 agents. Fault tolerance helps ensure uninterrupted operation. Comprehensive reporting gives the business intelligence needed to optimize contact center’s performance.

Servion’s partnership with Cisco spans over two decades with over 200 implementations. Servion is an Advanced Technology Partner (ATP) for Cisco Unified Contact Center Enterprise in Americas, EMEA & India and a satellite ATP in Canada, UK, Singapore and Malaysia. With over 100+ UCCE resources, Servion has a global team to plan, design, implement, and support Cisco Unified Communications deployments.

Our Cisco UCCE expertise includes:

  • End-to-end implementation (for voice, chat, and Email) including Customer Requirements Document (CRD), implementation,
  • System testing, UAT and support
  • Expertise in migration from traditional legacy systems to IP
  • Expertise in migration from traditional systems into UCCE
  • Integration with telecom MSCs through SS7, SIP, ISDN, and PRI
  • Complex scripting for voice / Email
  • Personal call back
  • Click to Callback
  • Seamless integration with third-party solutions
  • Configuration automation of ICM
  • Integrations with various WFM and WFO solutions
  • Customized list and campaign management for outbound solutions
  • Agent based skill grouping
  • Intelligent call routing
  • Servion is also involved in developing product enhancements for Cisco
  • AI integrations
  • Migration experience for onprem to Cloud
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