January 12, 2017
Contact/call centers depend upon their software platform for call routing, advanced features, and to manage the large volume of incoming calls. Without this technology, a contact/call center is little more than a few desks and telephones. Picking the right platform for your company largely depends on the number of agents in the contact/call center, because each platform can only accommodate a certain range of licenses. But, in Cisco contact/call centers there exists a gray area for environments with more than 400 agents between Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise (UCCE).
Both UCCE and PCCE are designed for companies with more than 400 agents and both platforms offer similar features and options. Truly, PCCE is a more condensed, streamlined version of UCCE, but how do you choose between them? Which platform is best for which environment?
Explore the slideshare below for our answers to some of the most common questions surrounding this topic.
UCCE and PCCE Which Should You Choose? A Brief Q&A
- My contact center has more than 2,000 agents. Which should I choose?
- Our contact center isn’t quite at 2000 agents, but in five or six years we may be. Should I buy UCCE now to avoid an upgrade in the future?
- Our contact center is a multi-tenant operation of 600 agents. Can PCCE segregate calls and data between two or more businesses in the same contact center?
- Our company is expecting to make a large acquisition in the next couple of years. Which platform will integrate better with a new contact center?
The Right Platform for the Right Contact/Call Center
The bottom line is that, in most circumstances, PCCE ends up being the more convenient platform. It is easier and faster to deploy than its counterpart, and unless there is a specific reason you must commit to UCCE, odds are PCCE will be the best fit. Regardless, the final decision should only be made after a thorough consideration of your options. Contact a Mindsight consultant to discuss the best route forward.
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For Further Reading
5 Things I Wish I Knew Before Upgrading My Contact/Call Center Platform