Cisco Webex Contact Center options

cisco webex contact center

Cisco Webex Contact Center options

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.

 

  1.  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.
  2. 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.

Hey! I am first heading line feel free to change me

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Features of Webex Contact Center Standard and Webex Contact Center Premium:

Cloud Agent PlatformDescription
Webex Contact CenterWebex Contact Center is a native-cloud service that delivers comprehensive, analytics-driven contact center solutions from Cisco’s cloud infrastructure.
FeaturesStandardPremium
Inbound and Outbound VoiceIncludedIncluded
Intelligent skills based routing & queuingIncludedIncluded
Browser based agent desktopIncludedIncluded
Standard & customizable reportingIncludedIncluded
Touch-tone IVR (2 ports per agent)IncludedIncluded
Voice callback1IncludedIncluded
Web callback1IncludedIncluded
Basic outbound (preview dialing)2IncludedIncluded
Call recording (one month)IncludedIncluded
Real-Time and Historical Reports Data StorageIncludedIncluded
Standard CRM connectorsIncludedIncluded
Cloud Context ServiceIncludedIncluded
Advanced outbound (progressive dialing)2Not IncludedIncluded
Multi-channel reporting and analyticsNot IncludedIncluded
Email & Web chat mediaNot IncludedIncluded
Supervisor privileges (monitoring, barge-in & coaching of all agents)Not IncludedIncluded
Speech Enabled IVROptionalOptional
Additional Recording StorageOptionalOptional
Campaign Management (outbound campaigns)OptionalOptional
Quality ManagementOptionalOptional
Workforce ManagementOptionalOptional
WFO Analytics[1]OptionalOptional
WFO Analytics with Transcription3OptionalOptional
WFO Bundle[2]OptionalOptional
1 May require services
2 May require Campaign Management software (predictive not available with Customer Journey Platform currently)
[1] Workforce Bundle can not be mixed with A la carte Quality Management, Workforce Management, WFO Analytics, and WFO Analytics with Transcription
[2] Workforce Bundle can not be mixed with A la carte Quality Management, Workforce Management, WFO Analytics, and WFO Analytics with Transcription
NOTE: Workforce Optimization services will be billed for all the Customer Journey Platform Named Agents.

 

Related news:

Cisco Collaboration Flex Plan Contact Center Data Sheet

CISCO Webex Contact Center

CISCO Collaboration Flex® Plan. Does your company need solutions for … Videoconferencing? Team collaboration? Calls? Contact Center?

 

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