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Cisco has updated its contact center portfolio to improve customer experience, security and deployment by delivering connected offerings through a cloud-first model. Version 12.0 comes with improvements for both on-premise and hosted solutions.

This specifically concerns Unified Contact Center Enterprise (Unified CCE), Packaged Contact Center Enterprise (Packaged CCE), Unified Contact Center Express (Unified CCX) and Hosted Collaboration Solution for Contact Center (HSC-CC).

The new version includes a simplified administrator experience for the Packaged CCE solution, allowing Cisco and partner solutions to be managed from a single portal. In addition, the same experience is offered as the other Cisco collaboration products. “This saves time, reduces complexity and provides a more intuitive and productive management experience,” said Tod Famous, senior director of product management at Cisco, in a blog post.

In addition, a next-gen browser-based desktop client is introduced that supports various channels of interactions. It also offers improved chat capabilities, quick access to experts for agents and a more intuitive experience. The Unified CCX solution now also supports chat with Facebook Messenger.


It is now possible for managers to send broadcast messages to their teams. A private chat has also been made available to enable collaborations between agents and their managers, and with colleagues outside the contact centre. For executives on Unified CCX it is now possible to manage the teams more effectively with contact center calendars and applications, and outbound campaigns.

Within Unified CCE and HSC-CC it is now possible to add more agents. The support for this has been increased to 24,000, which is a doubling. For Packaged CCE, this number has been increased to 12,000 agents. Support for VMware Cloud on Amazon Web Services has also been added to Unified CCE, Packaged CCE and Unified CCX.

Finally, the security for Unified CCE has been improved by, among other things, securing end-to-end transport of PII data and simplifying the management and monitoring of certificates.

This news article was automatically translated from Dutch to give Techzine.eu a head start. All news articles after September 1, 2019 are written in native English and NOT translated. All our background stories are written in native English as well. For more information read our launch article.