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.

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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.
Features Standard Premium
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
Voice callback1 Included Included
Web callback1 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
Quality Management Optional Optional
Workforce Management Optional Optional
WFO Analytics[1] Optional Optional
WFO Analytics with Transcription3 Optional Optional
WFO Bundle[2] Optional Optional
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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