Cisco Webex Contact Center OptionsMaria Cruz Alcocer
Cisco Webex Contact Center Options
Cisco offers three types of Contact Center solutions, deployed on premises, hosted, or in the cloud.
In this article we are going to central in the solution in the bube CISCO WEBEX CONTACT CENTER . Powerful contact center in the cloud, 100% native, offered as a service for companies of all sizes.
Webex Contact Center is a native service in the cloud offering comprehensive contact center solutions based on Cisco cloud infrastructure analytics.
- Standard: provides essential functionality for voice-only call centers with typical or sophisticated needs. Includes browser-based agent desktop, inbound and outbound voice, call recording, touch-tone IVR, voice and web callbacks, and standard CRM and ticket connectors.
- Premium: includes all standard features and adds omnichannel communication like chat and email, multichannel reporting and analytics, and supervisor monitoring and oversight for all types of agents.
Webex Contact Center Standard and Webex Contact Center Premium Features:
|Cloud agent platform||Description|
|Webex Contact Center||
Webex Contact Center is a cloud-native service that offers comprehensive contact center solutions based on analysis of the Cisco cloud infrastructure.
|Incoming and outgoing voice||Included||Included|
|Skill-based smart queuing and routing||Included||Included|
|Browser-based agent desktop||Included||Included|
|Standard and customizable reports||Included||Included|
|IVR touch tone (2 ports per agent)||Included||Included|
|Call back 1||Included||Included|
|Web callback 1||Included||Included|
|Basic output (pre-dial ) 2||Included||Included|
|Call recording (one month)||Included||Included|
|Real-time and historical reporting data storage||Included||Included|
|Standard CRM connectors||Included||Included|
|Cloud context service||Included||Included|
|Advanced output (progressive dialing) 2||Not Included||Included|
|Multi-channel reporting and analysis||Not Included||Included|
|Email & Web chat||Not Included||Included|
|Supervisor privileges (monitoring, intrusion and training of all agents)||Not Included||Included|
|IVR enabled speech||Optional||Optional|
|Additional recording storage||Optional||Optional|
|Campaign management (outbound campaigns)||Optional||Optional|
|Analytical WFO ||Optional||Optional|
|Analytical WFO with Transcription 3||Optional||Optional|
|Packaged WFO ||Optional||Optional|