Cisco Webex Contact Center optionsMaria Cruz Alcocer
Cisco Webex Contact Center options
Cisco offers three types of solutions for Contact Center, deployed in its facilities, hosted or in the cloud.
In this article we are going to focus on the solution in the CISCO WEBEX CONTACT CENTER bube. Powerful contact center in the cloud, 100% native, offered as a service for companies of all sizes.
Webex Contact Center is a native cloud service that offers comprehensive contact center solutions based on Cisco cloud infrastructure analysis.
Whether it’s a small business that sets up its first call center, a medium-sized or multi-site contact center, etc …, Cisco Webex Contact Center has what it needs.
This subscription is available for the concurrent Agent purchase model. A subscription covers software and technical support for the Cisco Collaboration Flex Plan Contact Center.
Cisco Webex Contact Center is available in two types of agents that can be combined according to the selected agent model:
Standard: provides essential functionality for voice-only call centers with typical or sophisticated needs. Includes browser-based agent desk, incoming and outgoing voice, call recording, touch tone IVR, web and voice callbacks, and standard CRM connectors and tickets.
- Standard: Provides essential functionality for voice-only call centers with typical or sophisticated needs. Includes browser-based agent desk, incoming and outgoing voice, call recording, touch tone IVR, web and voice callbacks, and standard CRM connectors and tickets.
- Premium: Includes all standard features and adds omnichannel communication such as chat and email, multichannel reports and analysis, and supervision and supervision of supervisors for all types of agents.
Features of Webex Contact Center Standard and Webex Contact Center Premium:
|Cloud Agent Platform||Description|
|Webex Contact Center||Webex Contact Center is a native-cloud service that delivers comprehensive, analytics-driven contact center solutions from Cisco’s cloud infrastructure.|
|Inbound and Outbound Voice||Included||Included|
|Intelligent skills based routing & queuing||Included||Included|
|Browser based agent desktop||Included||Included|
|Standard & customizable reporting||Included||Included|
|Touch-tone IVR (2 ports per agent)||Included||Included|
|Basic outbound (preview dialing)2||Included||Included|
|Call recording (one month)||Included||Included|
|Real-Time and Historical Reports Data Storage||Included||Included|
|Standard CRM connectors||Included||Included|
|Cloud Context Service||Included||Included|
|Advanced outbound (progressive dialing)2||Not Included||Included|
|Multi-channel reporting and analytics||Not Included||Included|
|Email & Web chat media||Not Included||Included|
|Supervisor privileges (monitoring, barge-in & coaching of all agents)||Not Included||Included|
|Speech Enabled IVR||Optional||Optional|
|Additional Recording Storage||Optional||Optional|
|Campaign Management (outbound campaigns)||Optional||Optional|
|WFO Analytics with Transcription3||Optional||Optional|