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Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

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Chapter 1. Contact Center Overview

This chapter covers the following subjects:

• An overview of the Cisco Contact Center

• An introduction to the benefits and features offered by the Cisco Contact Center

• An understanding of the different products within the Contact Center suite

A call or contact center is often thought of as a centralized office or building with the sole focus on handling customer queries, usually with a high volume of calls typically over the telephone.

The nature of inbound queries varies greatly depending on the type of business operating the contact center, but usually the calls provide product support or information inquiries to the business’s customers. Many organizations of various sizes have their own contact center, ...

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