Cisco® Unified Contact Center Express meets the needs of midmarket and enterprise branch offices or companies that need easy-to-deploy easy-to-use secure virtual highly available and sophisticated customer interaction management for up to 400 agents. Cisco Unified Contact Center Express support for powerful agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD) interactive voice response (IVR) computer telephony integration (CTI) and agent and desktop services while offering the flexibility to scale to larger more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice email and web chat; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.

To help companies provide efficient effective customer-focused service in the contact center supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team's daily workflow. Cisco Unified Contact Center Express is provided in three packages: Standard Enhanced and Premium to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager.

• Routing Capabilities
• Email Management
• Web Chat
• Workforce Management Call Recording and Quality Management
• Outbound Dialing Capabilities
• Next-Generation Web 2.0 Reporting
• Computer Telephony Integration
• IVR and Self-Service Capabilities and Benefits
• Cisco Agent Desktop and Cisco Unified Presence Integration
• Social Media Customer Care
• Video and Cisco Unified Contact Center Express
• Agent Capabilities and Benefits
• Management Capabilities and Benefits
• Supervisory Features
• Cisco Agent Desktop Browser Edition for Enhanced and Premium Versions
• Administration
• Reporting
• Cluster Management
• System Capabilities and Benefits
• Open Systems
• Redundant High Availability
• Appliance Model
• Integrated Service-Creation Environments
• Scalability
• Security
• Virtualization
• Cisco Unified Workforce Optimization