|
Enterprise Edition and Business Edition Compared
|
|
Compare Contact Center Enterprise Edition and Contact Center Business Edition across the following specifications
¨ System
¨ Messaging
¨ Agent
¨ Supervisor
¨ Supervisor real-time monitoring
¨ Historical reporting
¨ LED Reader board
¨ Integration with other applications |
|
|
|
System specifications |
Enterprise Edition |
Business Edition |
|
Inbound (voice) |
Standard |
Standard |
|
Outbound (preview-voice) |
Optional |
Optional |
|
Outbound (predictive-voice) |
Optional |
Optional |
|
Inbound multimedia
¨ Email
¨ Web chat
¨ Fax |
Optional |
Not available |
|
Inbound (walk-in) |
Requires professional services |
Not available |
|
Maximum agents
¨ single-site |
100 agents/single PBX
350 agents/virtual 3300 setup |
25 agents |
|
Maximum agents
¨ across multiple sites |
Unlimited (network)
and/or 350 (cluster) |
Not available |
|
Maximum queues |
256 queues |
25 queues |
|
Skills-based routing |
Standard |
Standard |
|
Routing
¨ DNIS
¨ ANI or caller ID
¨ Type of day
¨ Time of day (Schedule)
¨ Queue conditions
¨ Collect Customer entered digits for screen pop |
Optional |
Optional |
|
Routing by
¨ Remote CRM database |
Optional |
Optional |
|
Overflow on wait |
Standard |
Standard |
|
Interflow on wait |
Standard |
Standard |
|
Predictive overflow on wait |
Standard |
Standard |
|
Automatic voice mail distribution |
Optional |
Optional |
|
Automatic web call back distribution |
Optional |
Not Available |
|
Call coding (account code) |
Standard |
Standard |
|
Make busy with reason codes |
Standard |
Standard |
|
Agent silent monitor |
Standard |
Standard |
|
Supervisor help |
Standard |
Standard |
|
Multi-group agents |
Standard |
Standard |
|
Agent hot-desking |
Standard |
Standard |
|
Agent call recording
¨ On demand
¨ Always |
Optional |
Optional |
|
Auto-attendant |
Standard |
Standard |
|
Auto-answer |
Standard |
Standard |
|
Maximum calls in queue/server |
480 calls |
480 calls |
|
Multi-site support |
Unlimited |
Not available |
|
Virtual multi-site |
250 sites |
Not available |
|
Remote agents |
Optional |
Optional |
|
Fault tolerant call control reporting |
Standard |
Not available |
|
Internal instant messaging |
Standard |
Standard |
|
Operating system (server) |
Win 2000 or 2003 Server |
Win Small Business Server 2003
Or
Win 2000 Server
Or
Win 2003 Server
Or
XP Professional* |
|
Database storage |
SQL 2000 or 2005 |
SQL Express |
|
|
|
^ back to the top |
|
Messaging specifications |
Enterprise Edition |
Business Edition |
|
Recorded announcements |
Optional |
Optional |
|
Scheduled messaging
¨ Time of day
¨ Day of week
¨ Day of year |
Optional |
Optional |
|
Queue-conditional messaging |
Optional |
Optional |
|
Time in queue |
Optional |
Optional |
|
Position in queue |
Optional |
Optional |
|
ANI/DNIS routing |
Optional |
Optional |
|
|
|
^ back to the top |
|
Agent specifications |
Enterprise Edition |
Business Edition |
|
Screen pop |
Optional |
Optional |
|
Graphical user interface |
Standard |
5 included
(Optional to add on) |
|
Calls waiting in queue display |
Standard |
Standard |
|
Real-time presence of other agents |
Standard |
Standard |
|
Real-time identification of callers in queue |
Optional |
Not available |
|
Agent-requires-help notifications |
Optional |
Optional |
|
Agent status/control (log in/out) |
Optional |
Optional |
|
Real-time control of callers in queue |
Optional |
Not available |
|
Graphical threshold alerts |
Standard |
Optional |
|
Individual group log on |
Standard |
Standard |
|
Desk-top wall board marquee |
Standard |
Not available |
|
Caller information display |
Optional |
Optional |
|
Previous call log display |
Optional |
Optional |
|
|
|
^ back to the top |
|
Supervisor specifications |
Enterprise Edition |
Business Edition |
|
Maximum supervisors |
Unlimited |
5 supervisors |
|
Real-time statistics |