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Cisco Unified Contact Center Enterprise Platform Deployment

Chapter Description

This chapter covers the steps needed for planning a Cisco Unified Contact Center Enterprise (UCCE) deployment, installing UCCE software, and testing the deployment.

Prepare and Plan

The preparation and planning phases for a UCCE deployment are outside the scope of this book. To achieve success in these phases, it is necessary to engage with a Cisco partner capable of delivering a solution that meets the organization's vision and requirements.

Cisco has a vast product and services catalogue covering a wide range of technologies. It is therefore important that the chosen Cisco partner has a proven background for the planned deployment. To assist with choosing the correct partner, Cisco requires that partners specialize in certain technology areas and prove their capabilities by having an agreed-upon number of trained and qualified staff with access to UCCE laboratory facilities.

For a Cisco partner to deploy and support a UCCE solution, it must have achieved the Authorized Technology Provider (ATP) accreditation for UCCE. The ATP program is an invitation-only program focused on the high-end enterprise contact center marketplace. Only when the partner has satisfied the entry criteria can it then resell and support UCCE solutions.