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Cisco IP Communications is a comprehensive system of powerful, enterprise-class solutions - including IP telephony, unified communications, IP video and audio conferencing, and contact center - that is enabled by Cisco AVVID (Architecture for Voice, Video and Integrated Data). Cisco IP Communications can increase your organization's competitive advantage and deliver measurable return on investment (ROI) by improving efficiency, boosting productivity, and enhancing customer loyalty. Cisco IP Contact Center (IPCC) Express Edition - an integral component of the Cisco IP Communications system - offers an integrated, full-featured solution for managing customer voice contacts with all the benefits of the converged Cisco IP Telephony architecture.

Cisco IPCC Express Edition meets the needs of departmental, enterprise branch, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution. Designed for formal and informal contact centers, IPCC Express delivers sophisticated call routing, contact management, and administration features. Cisco IPCC Express offers ease of installation, configuration, and application hosting.

Cisco IPCC Express Edition is designed to enhance the efficiency of any contact center organization by simplifying business application integration, easing agent administration, increasing agent flexibility, and providing efficiency gains in network hosting. These features reduce business costs and improve customer response for your contact center. This single-server, integrated contact-center-in-a-box gives you independence in agent location, improves agent scalability, and provides powerful automatic call distributor (ACD) features, such as conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data, and historical reporting together with integrated Interactive Voice Response (IVR) services. IPCC Express provides true integration of ACD and IVR functions and offers a single, integrated service creation environment.

Cisco IPCC Express Edition is provided in three versions, Standard, Enhanced and Premium, to better match product functionality with your customer contact interaction management requirements. Cisco IPCC Express Standard can easily be upgraded to Cisco IPCC Express Edition Enhanced or IPCC Express Edition Premium to provide additional features, including skills-based routing and priority queuing, computer telephony integration (CTI) screen pop and supervisory features such as silent monitor, coaching, barge in, and intercept and full self-service application support.