Cisco Unified Contact Center Enterprise
Contact center software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Small
Medium
Large
- Energy and utilities
- Public sector and nonprofit organizations
- Banking and insurance
What is Cisco Unified Contact Center Enterprise
Cisco Unified Contact Center Enterprise (UCCE) is an enterprise contact center platform for omnichannel routing, agent desktop integration, and workforce operations across voice and digital interactions. It is typically used by large organizations that require complex call flows, high availability, and tight integration with Cisco telephony and network infrastructure. UCCE supports deployment models that include on-premises and hybrid architectures, with centralized administration and reporting for multi-site contact centers.
Enterprise-grade routing and scale
UCCE provides advanced skills-based routing, queuing, and call treatment capabilities designed for large, multi-site contact centers. It supports complex contact flows and segmentation logic that can be difficult to replicate in lighter-weight systems. High-availability design patterns and redundancy options align with environments that require strict uptime and resiliency.
Deep Cisco ecosystem integration
UCCE integrates closely with Cisco Unified Communications components and related contact center modules, which can simplify architecture in Cisco-standardized environments. It supports CTI and agent desktop integrations through Cisco frameworks and APIs, enabling customization for internal tools and CRM workflows. Organizations already invested in Cisco voice infrastructure can reduce integration friction compared with adopting a separate telephony stack.
Flexible deployment and control
UCCE is commonly deployed on-premises or in hybrid configurations, which can meet data residency, security, or network control requirements. It offers granular configuration for routing, dial plans, and operational policies that suit regulated or highly customized environments. This control can be a differentiator for enterprises that cannot fully standardize on a pure cloud contact center model.
Complex implementation and operations
UCCE deployments typically require specialized design, installation, and ongoing administration skills. Configuration, upgrades, and troubleshooting can involve multiple interdependent components, increasing operational overhead. Many organizations rely on certified partners or dedicated internal teams, which can extend timelines and raise total cost of ownership.
Less cloud-native by design
Compared with cloud-first contact center platforms, UCCE is not inherently delivered as a single SaaS service with rapid feature rollout. Hybrid and on-premises models can limit agility for teams that want frequent updates and simplified lifecycle management. Organizations pursuing a cloud-only strategy may need additional planning or complementary services to meet that objective.
Licensing and ecosystem dependencies
UCCE licensing and required supporting components can be complex, especially when combining voice, digital channels, recording, workforce tools, and analytics. Full functionality often depends on additional Cisco modules or third-party integrations, which can increase procurement and integration effort. This can be a constraint for mid-market teams seeking a simpler, bundled contact center package.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Standard (Concurrent) | $38 per agent/month | On-premises UCCE Standard agent (inbound/outbound voice, skills-based routing, Finesse agent desktop, standard reporting). Price shown as Cisco "New List Price" (USD) for on‑premises UCCE under the Collaboration Flex Plan. |
| Premium (Concurrent) | $53 per agent/month | Premium agent adds omnichannel (chat, email), supervisor monitoring/barge-in, and advanced outbound capabilities. Price shown as Cisco "New List Price" (USD) for on‑premises UCCE under the Collaboration Flex Plan. |
| Additional IVR Port (CVP) | $20 per IVR port/month | Additional Customer Voice Portal (CVP) IVR port list price for on‑premises UCCE. |
*Notes: prices are Cisco new list prices in USD for On‑Premises (UCCE) as published in the Cisco Collaboration Flex Plan Contact Center ordering guide/data sheet. Pricing reflects the Concurrent Agent buying model (monthly agent commitment) and requires Smart Licensing.
Seller details
Cisco Systems, Inc.
San Jose, California, USA
1984
Public
https://www.cisco.com/
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