Cisco PCCE Integration
Purpose of this guide: This guide provides a general overview of Cisco PCCE Integration.
Audience: Customer's Cisco Administrators.
Previous steps: No previous steps are required.
When: Use this guide to understand what is required to deploy Eleveo integration with Cisco PCCE.
Supported for ON-PREMISE DEPLOYMENTS+HYBRID DEPLOYMENTS
Integration Details
Cisco PCCE, or Cisco Packaged Contact Center Enterprise, is a robust contact center solution designed primarily for medium to large enterprises. It provides a comprehensive set of features to enhance customer engagement and optimize contact center operations.
Cisco PCCE is a modified version of Cisco UCCE. PCCE features a simplified architecture for easier deployment, while UCCE supports intricate integrations and requires more technical expertise.
From a technical point of view, Eleveo works with the same components and the same interfaces for recording and integration, regardless of whether they are used with Cisco UCCE or Cisco PCCE. Therefore, we do not provide separate documentation for integration with Cisco PCCE as it is the same approach as Cisco UCCE. The interfaces are very similar; the integrations have the same requirements and operate the same way. The only difference is the configuration interface of Cisco PCCE is simplified as compared to Cisco UCCE.
Eleveo documentation does not describe the Cisco PCCE configuration interface in detail; please refer to the Cisco documentation for details.
The configuration of the Eleveo side is the same as for Cisco UCCE.
Supported Integration Use Cases
Eleveo supports integrations for the following purposes:
Recording – Recording is achieved via JTAPI recording.
Screen Capture – Is supported by Eleveo for PCCE
Users and groups import – Ensure that the correct users and groups are matched to media recordings
User Authentication and Single Sign On (SSO) – Single Sign On allows users to access Eleveo applications without the need to store their user credentials within the Eleveo User Management application
Conversation Explorer – Search, view, and playback recorded media
Quality Management – Perform quality reviews from within Eleveo Quality Management
Live Monitor – Is supported by Eleveo for PCCE
WFO Analytics* – PCCE data can be displayed within the Dashboard
WFM Historical Data Import* – Is supported by Eleveo for PCCE