Crafting CX Solutions

Cisco Packaged Contact Center Enterprise (PCCE)

Cisco’s Packaged Contact Center Enterprise (Packaged CCE) solution helps businesses and organizations deliver a connected digital experience, enabling contextual, continuous, and capability-rich journeys for customers, across time and channels. With Packaged CCE, businesses can enjoy the advantages of a smaller hardware footprint and reduced time to install and configure.

Servion’s partnership with Cisco spans over two decades with over 200 implementations. Servion is an Advanced Technology Partner (ATP) for Cisco Packaged Contact Center Enterprise in Americas, EMEA and India. Servion has a global team to plan, design, implement, and support Cisco Unified Communications deployments. Our Cisco PCCE experience spans across Cisco PCCE Starter, Cisco PCCE Plus and Cisco PCCE Unlimited.

Our Cisco PCCE expertise includes:

  • End-to-end implementation (for voice, chat, and email) including Customer Requirements Document (CRD), implementation, system testing, UAT and support
  • Expertise in migration from traditional legacy systems to IP
  • Expertise in migration from traditional systems into PCCE
  • Migration to SPOG version (unified Admin Console)
  • Integration with telecom MSCs through SS7, SIP, ISDN, and PRI
  • Complex scripting for voice / email
  • Personal call back
  • Seamless integration with third-party solutions
  • Configuration automation of ICM
  • Customized list and campaign management for outbound solutions
  • Agent based skill grouping
  • Intelligent call routing
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