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Contact Center Enterprise Edition and Contact Center Business Edition 5
For more information, see "Intelligent Queue reports" in the Contact Center Solutions Enterprise Edition
Reports Guide.
Technology updates
Contact Center Solutions Version 5.7 SP1 introduces support for:
• SQL Server 2008 Express R2 (10 GB database limit)
• 64-bit client computers running Windows Vista and Windows 7
• Microsoft Excel 2010 is now supported for use with Contact Center Solutions and Call Accounting
Contact Center Enterprise Edition and Contact Center
Business Edition
The Contact Center Solutions portfolio comprises Contact Center Enterprise Edition and Contact Center
Business Edition. Contact Center Business Edition is for individual contact centers with 25 or fewer agents.
When customers purchase Contact Center Business Edition, they can select from a number of applications
including historical reporting, real-time monitoring, dynamic agent and queue control, screen pops, and
intelligent messaging.
Contact Center Enterprise Edition (formerly Contact Center Solutions) is for sophisticated contact centers and
supports all forms of communication including voice, email, web chat, fax, and walk-in customer distribution.
This scalable, resilient solution combines robust IP communications platforms, Automatic Call Distribution
(ACD), and a modular suite of feature-rich, web-based applications for streamlining contact center
management and enabling agent productivity.
The Contact Center Solutions applications and contact center devices available to you depend on whether
you have Contact Center Business Edition or Enterprise Edition.
Contact Center Solutions includes the following applications:
• Contact Center Management
• Interactive Contact Center
• Interactive Visual Queue
• Contact Center PhoneSet Manager
• Contact Center Softphone*
• Contact Center Screen Pop*
• Flexible Reporting
• Intelligent Queue*
• Salesforce.com Integration
• Workforce Scheduling
• Schedule Adherence
• Traffic Analysis*
• Multimedia Contact Center
• Enterprise Node
• Teleworker Solution*
• CTI Developer Toolkit*