Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview

This supplemental guide provides ordering information on the add-ons available with Cisco Webex^® Contact Center Enterprise (WxCCE), Cisco’s Cloud Contact Center offering for large enterprises. For additional WxCCE information, please see product information, including Flex Contact Center Ordering guide, Flex contact center datasheet, and WxCCE data sheet available in SalesConnect.

These add-ons provide Cisco^® owned and managed solutions for Workforce Optimization (WFO), campaign management, messaging services, speech recognition, Text-To-Speech (TTS), and desktop and digital channels using technologies from third-party providers.

While Cisco manages these solutions and provides tier-2 and tier-3 support, Customer configuration and tier-1 support of these add-ons is the responsibility of the Webex CCE authorized partner. It is strongly recommended that partners review the Webex CCE Authorized Partner Technical Guide to understand the provisioning and partner responsibilities when offering these solutions in order to properly determine the installation requirements before pricing the solution.

Calabrio workforce management, recording, and quality management

Calabrio provides workforce management, compliance recording, and quality monitoring capabilities. It also offers extended capabilities, such as speech transcription and desktop analytics that extend the functionality of quality monitoring.

All Calabrio products are licensed by Named Agent. Table 1 includes the SKU numbers and descriptions of Calabrio products.

Table 1.        Calabrio products and descriptions

Verint workforce optimization and enablement suites

Verint Workforce Optimization and Enablement suites are provided as an optional add-on with the Webex CCE platform. Verint’s products provide workforce management, compliance recording, and quality monitoring capabilities. They also offer extended capabilities, such as speech transcription and desktop analytics that extend the quality monitoring functionality.

All Verint products are licensed by Named Agent. Table 2 includes the SKU numbers and descriptions of Verint add-ons.

Table 2.        Verint products and descriptions

Nuance speech recognition and Text-To-Speech

The Nuance add-on offers speech recognition and Text-To-Speech (TTS) capabilities managed and hosted in Webex CCE data centers.

Partners that offer the solution should be familiar with the capabilities of Nuance and are responsible for deployment of the add-on (including items such as grammar tuning).

All Nuance products are licensed by Port. Table 3 includes the SKU numbers and descriptions of Nuance add-ons.

Table 3.        Nuance products and descriptions

Acqueon List and Campaign Management

Acqueon List and Campaign Management (LCM) provides management capabilities for Interactive Voice Response (IVR) and agent-based campaigns, as well as outbound email and SMS campaigns. There is also an optional add-on for two-way SMS that enables interactive SMS campaigns.

All Acqueon products are licensed by Concurrent Agent. Table 4 includes the SKU numbers and descriptions of Acqueon add-ons.

Table 4.        Acqueon products and descriptions

Bucher and Suter CRM connector

Bucher and Suter’s CRM connectors streamline business operations and provide elegant integration of CRM applications with Cisco Contact Center solutions.

Bucher and Suter’s CRM connector is licensed by Named Agent. Table 5 includes the SKU number and description of the Bucher and Suter add-on.

Table 5.        Bucher and Suter add-on

Webtext messaging services

Webtext offers messaging fully integrated with Webex CCE. Webtext is priced by the agent, requiring an initial order of 200 agents. It includes 60,000 SMS and 3000 MMS messages per month. Additional agents can be ordered.

All Webtext products are licensed by Named Agent, number of SMS messages, and number of MMS messages. Table 6 includes the SKU numbers and descriptions of the Webtext add-ons.

Table 6.        Webtext products and descriptions

Upstream Works for Finesse

Upstream Works for Finesse offers Business value-added features to the native Cisco Finesse^® desktop and digital channel platforms.

Upstream Works is licensed by Concurrent Agent. Table 7 includes the SKU number and description of the add-on.

Table 7.        Upstream Works for Finesse add-on

Summary of add-ons available for Webex CCE

Table 8 provides a summary of all add-ons available with Webex CCE.

Table 8.        All Webex CCE add-ons

Definitions

“Contact center user” is a user who logs into the contact center system as part of the job duties performed on the customer’s behalf.

“Concurrent Agent” is the maximum quantity of contact center users that are simultaneously logged in to use the Cisco Collaboration Flex Plan Contact Center software or services.

“Named Agent” is a unique contact center user that logs in in any given month to use the Collaboration Flex Plan Contact Center software or services.

“Port” is a logical connection point for a single voice call involving an interactive voice response function.

Global availability

Webex Contact Center Enterprise is available in North America, Europe, and Australia and will be supported by eight global Cisco data centers. Asia availability is planned in the near future, pending regulatory approvals.

Available countries include:

North America: United States, Canada (North American data centers: Denver, Austin)

Europe: Austria, Belgium, Bulgaria, Czech Republic, Croatia, Cyprus, Denmark, Estonia, France, Hungary, Ireland, Finland, Germany, Greece, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom (European data centers: London, Amsterdam)

Australia (Australian data centers: Sydney, St. Leonards)

Asia (planned): Hong Kong, Malaysia, Philippines, Singapore (Asian data centers: Hong Kong, Singapore)

Technical support services

Cisco offers technical support services covering the areas of problem resolution, customer success and adoption, and designated support management in three service tiers: Basic, Enhanced, and Premium. Basic Support is included with any Cisco Collaboration Flex Plan subscription at no additional cost for the duration of your subscription. For more information about Basic, Enhanced, and Premium Support, read the services description for Cisco Software Support Services.

Ordering information

To place an order, contact your local Cisco certified partner or Cisco sales agent. If you need help finding a partner in your area, use the Partner Locator tool. Your partner or Cisco sales agent can also assist with any modifications to your subscription after your initial order is placed.

Refer to the Cisco Collaboration Flex Plan Contact Center Ordering Guide for complete ordering details.

Cisco and partner services

Adapt to market changes while increasing productivity, improving competitive advantage, and delivering a rich media experience across any workspace. The combined strengths of Cisco and our partners provide a portfolio of services that can help you prepare your infrastructure for future changes aligning to long-term business goals. Together, we create innovative, network-centric architecture solutions resulting in a scalable and responsive foundation that can help you realize the full value of your IT and communication investment.

For more information about Cisco Contact Center Services, visit: https://www.cisco.com/c/en/us/products/contact-center/service-listing.html.

Cisco environmental sustainability

Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the “Environment Sustainability” section of Cisco’s Corporate Social Responsibility (CSR) Report.

Reference links to information about key environmental sustainability topics (mentioned in the “Environment Sustainability” section of the CSR Report) are provided in Table 9.

Table 9.        Environmental sustainability topics

Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice.

Cisco Capital

Flexible payment solutions to help you achieve your objectives

Cisco Capital^® financing makes it easier to get the right technology to achieve your objectives, enable business transformation, and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services, and complementary third-party equipment in easy, predictable payments. Learn more.

Cisco Collaboration Flex Plan

Flex up on the cloud momentum

If your business needs a more intuitive way to work and a more predictable financial path to the cloud, talk to your Cisco representative about the Cisco Collaboration Flex Plan. For additional information, visit: cisco.com/go/collaborationflexplan.

The addition of Webex Contact Center Enterprise to the Cisco Collaboration Flex Plan gives businesses an intelligent and practical path for taking their business from on-premises to cloud communications and collaboration at their own pace, with an award-winning user experience at every step.

The Collaboration Flex Plan offers several important benefits:

●      Access to a full-stack, enterprise-grade cloud collaboration bundle that includes everything a business needs—cloud calling, meetings, teams, contact center, and a broad portfolio of integrated devices

●      Secure and reliable cloud service and implementation, supported by certified Cisco enterprise channel partners

●      Flexibility to support a mix of on-premises and cloud system deployments, with financial protection for future migration of any included Cisco on-premises licenses

●      Built to support multisite and global multi-national networking requirements

●      Intelligent user experience that integrates customer collaboration applications and devices with other cloud applications you depend on, so you can streamline workflows and support a more intuitive way to work

For more information

For more information about Cisco contact center products, visit: https://www.cisco.com/go/cc.

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