Cisco Unified Contact Center Enterprise vs SAP Business Communications Manager comparison

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.

The SAP Business Communications Management rapid-deployment solution provides preconfigured contact center functions and is integrated into CRM. It's contents include:

• Routing of inbound contacts based on IVR* entries, waiting time, priority or status.
• Enhanced presence information and routing.
• Transfer, toggle, hold, and outbound call functions.
• "Queue callback" and speech recording.
• Real-time monitoring and reporting.
• CRM IC, contact center softphone, and office softphone.