Webex Contact Center Data Sheet

Webex

Contact Center

Datasheet

Contents

Product overview

Features and benefits

Data security and data privacy

Global availability

System requirements

Licensing

Ordering information

Cisco Collaboration Flex Plan

Technical support services

Cisco and partner services

Cisco environmental sustainability

Cisco Capital

For more information

2Datasheet

Product overview

Webex® Contact Center is a next-generation cloud contact center solution inspired by customers and architected

for business.

Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Center’s

best-of-breed platform architecture brings your business the innovation, exibility, scalability, and agility of the cloud

without sacricing security (Figure 1). As a cloud-based subscription, Webex Contact Center enables rapid time to

market and time to new revenue while minimizing upfront capital investment.

Figure 1. Webex Contact Center’s native cloud architecture—agile and secure

Bring security and

unlimited visibility, exibility,

and scalability to Webex

Contact Center

Speed to deploy new

functionality drastically

reduced compared

to premise-based

contact centers

Reduce complexity

and expense

Enhance productivity

and lower the total

cost of ownership

Contact Center

Datasheet 3

Digital-first customer experiences:

When they want, how they want it

With support for text / SMS, social media, chat,

email, and calling contact options, customers can

connect through the channel (or channels) of their

choice. Voice and chat AI-powered Virtual Agents

give customers options for natural, fast, and easy

24/7 self-service.

Intuitive agent experiences and

AI-powered agent assistance

An extensible, intuitive agent desktop provides an

ideal central command center for agents to provide

the best possible customer experiences. Its fresh,

modern, widget-based design allows administrators

to provide all the tools an agent might need in a single

interface.

Optional integrated Webex Workforce Optimization

provides tools for workforce management, quality

management, and workforce analytics.

The result: Increased rst-call resolution, agent

satisfaction, and retention.

Next-generation, fully customizable platform

A micro services-based, cloud-provider-agnostic

platform provides enterprise-grade horizontal

scalability and rapid feature innovation and deployment.

Business user-focused tools such as a drag-and-drop

ow control builder empower exibility and management

without burdening IT resources.

Integration with business applications such as

Salesforce, Microsoft Dynamics, and Zendesk

reduce context switching. Cloud data analytics power

real-time and historical reporting and dashboards for

business optimization.

The result: Accelerated feature delivery, reduced IT

support overhead, and improved security

and compliance.

Complete collaboration portfolio from a

single, security-focused market leader

Contact center agents can rely on the support of

cross-department, cross-functional subject matter

experts—all with a common goal of providing delightful

customer experiences—the rst time, every time. With

available Webex collaboration tools for messaging,

calling, meetings, and even headsets and phones,

agents benet from a common user experience.

Organizations and administrators benet from ease

of management of contact center and collaboration

tools and users through the single Webex Control Hub.

Whether you’re a new business creating your rst

contact center, a medium-size business looking to

improve contact center operations, or a large enterprise

needing visibility and control over multiple contact center

sites, Webex Contact Center empowers you to deliver

the future of customer experiences.

A path to cloud at your pace with the

Collaboration Flex Plan

Webex Contact Center is available as part of the

Cisco Collaboration Flex Plan, which provides an

intelligent and practical path for migrating from an

on-premises to cloud contact center and collaboration

solutions at your own pace, with an award-winning

user experience at every step.

For real-time feature updates and release dates,

see the What’s New in Webex Contact Center

article on help.webex.com.

Datasheet 4

Features and benets

Routing and queue management

Webex Contact Center intelligently distributes

calls across:

• Teams and agents in multiple sites

• Remote agents

Routing strategies can be created to leverage skill

assignments at the team or agent level.

Agent availability and skill sets are accurately matched

with customer priority, value, and needs. Agents are

more productive, and customers are better served.

From a simple, user-friendly interface, supervisors can

change routing strategies without knowing complex

scripting languages. This allows customer

organizations to maximize resources and respond

quickly to changing conditions.

Modications to routing strategies take eect

immediately and can be applied to current calls in

queue.

With Webex Contact Center, calls are queued in the

cloud network, not on-premises based equipment.

This approach provides substantial savings in telecom

hardware, toll charges, and bandwidth. The ability to

centrally manage contact center resources on a global

level eliminates variances in queue times among sites

and lowers administration expenses.

Routing type options

Webex Contact Center oers a full range routing options

to serve a variety of contact center needs.

Webex Contact Center supports routing strategies that

take into account the real-time nature of channels such

as voice and chat. This allows administrators to dene

the number of simultaneous real-time interactions an

agent, team, or site should be tasked with handling at

any given time. Alternatively, agents, teams, or sites may

be set to an “exclusive” routing status, whereby they are

only accountable for one conversation at any time.

Routing options include:

Skills-based routing: This helps contact centers manage

agent skill sets at a granular level to optimize call routing

strategies. Agents can be assigned multiple skills and

skill types based on their prociencies. Agents’ skills can

be dened as:

• A prociency score of 1 to 10

• A “true” or “false” value

• A predened value

• Free-form text

Longest available agent routing: Incoming contacts

get directed to the agent who has been available for

the longest time.

Capacity-based team routing: Allows routing of calls to

phone numbers, without requiring agents to sign on to

the system. This is eective when the people taking the

call are not traditional call center agents or the calls may

be answered by voicemail, answering machines, or

hunt groups.

The capacity-based team does not have specic agents

assigned to it, and the agents do not use the Webex

Contact Center agent desktop. A capacity-based team

might be used to represent a voice mailbox or an agent

group that is not managed by the Webex Contact Center

system. The capacity of such teams is determined by the

capacity setting, which can be overwritten by team

capacity strategies dened in the routing

strategy module.

Global routing overrides can be applied to one or more

entry points.

Call distribution

Call distribution conguration, management, and

reporting is managed through the web-based Webex

Contact Center ow builder. Access rights are restricted

by user login, so customer administrators or supervisors

can only manage the sites for which they are responsible.

Datasheet 5

Call distribution (Continued)

Callers are provided with queue positions and expected

wait times based on average speed of answer via

a standard, complementary professional services-

provided script.

Webex Contact Center oers the ability to prioritize call

distribution based on agent skill set. The routing module

in the dashboard allows users the ability to designate

how calls are distributed to agents.

Call queues can cascade through groups made up of a

single team or multiple teams and can include specic

skill requirements. There is no hard limit to the number

of skills that can be assigned to an agent.

Agents can be made automatically available after a call,

go unavailable, or have a set break between calls.

Agents can be congured to have manual wrap-up time

or auto wrap-up time:

• In manual wrap-up, the agent receives a period of

time determined by the administrator to complete

their after-call wrap-up. This can be extended by the

agent if the administrator enables this capability.

• In auto wrap-up, the agent will be immediately

available after the call. If the agent needs to go

oine for a meeting, training, or lunch break, the

agent can change his/her status to an idle state.

No communications are routed to the agent in the

idle state.

• If an agent, for whatever reason, fails to answer a call

routed to them, the call is immediately taken back

and rerouted to another available agent (“Redirect on

No Answer”, or RONA). To avoid sending additional

calls to a non-responsive agent, the non-responding

agent is put into an unavailable state and must toggle

their status back to an active state to resume

taking calls.

Flow builder

The Webex Contact Center ow builder provides a drag-

and-drop interface that allows business users to build

custom voice contact ows on top of system-generated

events (such as agent answer, transfer, hang up) as well

as external third-party variables, allowing contacts to be

handled with precise workows and routing.

An intuitive drag-and-drop UI allows users to create,

edit, and validate ows before publication.

The ow builder also supports Virtual Agent inclusion in

the ow sequence to deect routine or low complexity

inquiries from live agents and route escalation based on

understood caller intent.

Build ows dynamically using variables and our all-new

expression tester, as well as pull in third-party data

using the HTTP request activity.

Flow builder provides the ability to congure and use Call

Associated Data (CAD) variables, transfer activity, and

courtesy callbacks based on Place In Queue (PIQ) and

Estimated Wait Time (EWT), while the caller hears music.

Enable common custom ow requests, including playing

prompts, Dual-Tone Multi-Frequency (DTMF) / touchtone

menus, digit collection, and courtesy callbacks based on

Place In Queue (PIQ) and Estimated Wait Time (EWT),

screen pops, music in queue, and triggers for feedback

collection with experience management.

Allow transfer activity in ow control to enable opt out of

queue by transferring a call to a Directory Number (DN),

with or without voicemail congured.

Provide agents with context upon answer with the ability

to initiate screen pops from events.

The GoTo activity, ow chaining, allows for termination of

a current ow and hand o a voice call to an entry point

or another ow.

Call prioritization allows administrators to assign priority

to inbound calls in a queue.

Datasheet 6

Disposition codes (wrap-up codes)

Administrators can create disposition codes (wrap-up

codes) that can track the reason for a call’s end and the

reason for agent inactivity (idle codes).

The idle reason codes can be for any non-contact-

related agent activity. They allow supervisors to track

agent availability in detail.

There are specic reports—called auxiliary code

reports—that track idle codes and wrap-up codes.

Callback options

Webex Contact Center oers callback from queue

functionality. When the queue reaches a specic

predetermined point, callers can be oered the option

to leave their phone number for a callback rather than

waiting in queue.

Courtesy callback allows an organization’s administrator

to congure a path for the caller by making them aware

of the Estimated Wait Time (EWT) and opt for a call

back, retaining their position in queue.

Agent desktop

Webex Contact Center features provide agents

with an experience-focused, extensible agent desktop.

The following features optimize agent eciency

and productivity:

Agent state timer and connected timer: The agent

state timer displays the time that has elapsed since the

agent is in the current state. If an agent is in an Idle state

and switches between any other idle states, the timer

displays the time spent in the current state, and the total

time spent in all the idle states together. After the agent

accepts a request, the connected timer displays the time

that has elapsed since the request was accepted.

• Admins can congure Call Associated Data (CAD)

variables and their order in which they are displayed

on the Desktop for agents.

• Multiple agents can edit and save Call Associated

Data (CAD) variables with real-time updates.

• Agents can make outbound calls when they are in

the available state.

• Agents can search by availability state.

Support for voice, email, social, and chat channels via an

omnichannel task pane with state timers.

• A badge in the task list pane indicates the number of

unread chat and social messaging conversations.

• Incoming requests appear either in the task list pane

or in a popover ash for a few seconds before the

agent state is changed to Redirect On No

Answer (RONA).

• Incoming call requests will not be delivered to

agents in case of phone, device, or network failure.

Incoming call requests are returned to the queue,

and the agent state is changed to RONA. New

requests will not be delivered to an agent who is

in the RONA state.

• The task pane allows agents to select to accept

all tasks across multiple channels (chat, email, and

social) at the same time, as well as allowing the

agent to view unread digital channel messages and

prioritize those for reply.

Identify agents for consult or transfer call: In the transfer

request and consult request dialog boxes, a drop-down

list displays the enterprise address book including

names and phone numbers to more accurately select

the appropriate contact.

Channel capacity: Agents can view the number of

contacts that can be handled on each media channel

at a given time.

Agent interaction history provides the ability for agents

to view previous communications with a customer

across all channels (voice, email, chat, and social).

Virtual Agent: A voice transcript widget is available for

an agent to see previous chat bot interactions (optional).

Campaign call: Agents can review the customer’s

contact information before making an outbound preview

campaign call.

Datasheet 7

Agent desktop (Continued)

Notication settings: Agents can enable or disable

desktop, silent, or sound notications and can use a

slider to adjust volume.

Toaster notications: The agent desktop supports

browser toaster notications.

Screen-pop: The browser pops up on the agent desktop

when an agent accepts the incoming call. The agent

can view screen-pop details, either in a new tab or the

screen pop tab of the Auxiliary Information pane, based

on the screen-pop display settings.

Pause and resume recording: Agents can pause and

resume recording of a call.

Desktop layout reset: Agents can reset a customized

layout to the default desktop layout. Agents can also

maximize and restore widgets to suit their

personal preferences.

Sub-layout feature: Administrators can dene nested

desktop layouts, with ner control over widget

placement and sizing.

Prole picture: Agents or administrators can add and

update prole picture in user proles.

Keyboard shortcuts: Agents can use keyboard shortcuts

for specic desktop functionalities.

Switch to dark mode: Agents can enable or disable the

dark background theme of the agent desktop.

Error report downloads: Agents can download error logs

for administrators to use in troubleshooting

Agent sign out: Agents are notied when the supervisor

signs out an agent from the agent desktop.

Install as an application: Agents can install the agent

desktop as a desktop application.

Accessibility: The agent desktop supports features

that improve accessibility for low-vision and

vision-impaired users.

Agent performance statistics are available for agents to

assess performance during the course of the day.

Administrator desktop layout and customization options.

Administrators can customize the agent desktop

layout and assign it to a team. There are two types

of desktop layouts:

• Default layout: This system-generated desktop

layout is available for all the teams.

• Custom layout: Administrators can create layouts

based on the requirements of specic teams and

assign to one or more teams.

The custom layout allows an administrator to customize

the following elements:

• Title and logo

• Third-party applications via iframe or web

component-based desktop widgets

• Drag-and-drop and widget resizing

• Notication timer and maximum notication count

• Icons, tabs, header, pages, page-level widgets, and

custom widgets

• Widgets, which can be dened to be persistent and

be displayed on all pages of the agent desktop

When an agent signs in to the agent desktop, the

desktop layout associated with the agent’s team is

available to the agent. The agent can customize the

desktop layout by using the drag-and-drop and

resize features.

Datasheet 8

Localization

The agent desktop, management portal, and Analyzer

user interfaces support localization in the following

languages: Bulgarian, Catalan, Chinese (China), Chinese

(Taiwan), Croatian, Czech, Danish, Dutch, English,

Finnish, French, German, Hungarian, Italian, Japanese,

Korean, Norwegian Bokmål, Polish, Portuguese,

Romanian, Russian, Serbian, Slovak, Slovenian, Spanish,

Swedish, and Turkish.

Remote agent support

Webex Contact Center uses existing endpoints for call

delivery. These endpoints can be:

• PSTN phones

• Cell phones

With Webex Contact Center, all agents are essentially

remote agents, and have the exact same capabilities

regardless of endpoints. All Automatic Call Distribution

(ACD) features work the same for all agents, whether

they are local or remote and regardless of the telephony

endpoint. Supervisors can monitor and record calls

handled by agents, whether remote or in oce. The

only equipment required is:

• A PC with a broadband connection

• A supported browser

• An addressable phone number

Built-in disaster recovery

Businesses can seamlessly redirect call center trac

during unexpected emergencies such as natural

disasters, transport facility outages, or other power

disruptions.

A phone, computer, and Internet connectivity are all

the equipment agents need to be productive anywhere.

Single Sign-On (SSO)

The solution simplies login and password manage-

ment for agents and supervisors and allows them to

Center applications.

All Webex Contact Center applications are integrated

with the default Webex Control Hub identity service. This

allows partners and customer to SSO into any contact

center application using their Control Hub credentials.

In addition to using the built-in identity service of Control

Hub, a customer can redirect the authentication request

to their organization’s common identity provider (IdP).

This feature requires the IdP to conrm to Security

Assertion Markup Language (SAML) 2.0 with certain

additional conguration requirements. A list of tested

SSO IdPs and high-level steps to validate other IdP

services is provided here.

Webex Control Hub

Webex Contact Center is integrated with

Webex Control Hub to:

• Provide a unied administration experience for all

Webex collaboration services, including Meetings,

Calling, Messaging, and Contact Center

• Allows a simplied user onboarding experience for

one or many Webex collaboration services through

a single interface

• Control entitlements, security, and compliance

For customer administrators, Webex Control Hub

provides a web-based interface for:

• Managing your organization

• Managing your users

• Assigning services

• Onboarding and provisioning Webex Contact Center

AI portfolio services

• Managing connectors for services such as

CRM integrations

• Managing system connectivity to text / SMS and

social channels

A service-specic administrator role allows users to

restrict partner, external, and customer administrator

access to contact center-specic administration

actions only.

Datasheet 9

Webex Control Hub (Continued)

Flexible PSTN options (Cisco PSTN, Cisco Cloud

Connected PSTN (CCP) or local gateway (LGW) can be

easily added and provisioned via Webex Control Hub.

For partner administrators, Webex Control Hub is the

central point for all provisioning and ordering services

for end customers. In Webex Control Hub, you can:

• Add new customer organizations as managed

organizations for your partner organization

• View all your customer organizations

• Access customer organizations for

administrative activities

• The Service Details section available in the contact

center settings in Webex Control Hub allows

administrators to quickly identify platform-level

congurations applicable to the customer organizations

including country of operation, platform details,

digital and voice channels, and telephony options

Webex Control Hub cross-launches into the Webex

Contact Center Management Portal, providing ease of

use through a single login.

Management Portal

The Webex Contact Center Management Portal provides

administrators and supervisors with web-based tools for

real-time, end-to-end management and administration

of their contact centers. Users can:

• Set up exible routing strategies and call ows

• Assign multi-skilled agent to queues

• Set a Default Outdial ANI (Automatic Number

Identication) for the contact center organization at

the tenant level

• Monitor performance in real time via dashboards and

call monitoring

• Access historical reporting and analytics to track

customer trends

• Agent state dashboard allows administrators and

supervisors to log out inactive agents

Supervisory features

(call monitoring, coaching, and barge-in)

Supervisory features, including monitoring, coaching,

and barge-in, are Premium Agent license features.

Supervisors can use the real-time dashboard to view the

latest contact and agent states.

A web-based dashboard provides a centralized point

to manage and monitor calls and multimedia contacts.

Supervisors have a real-time view of call volumes

and agent activity across all sites, networks, and

technologies. Call center managers have the tools and

information to measure and manage distributed contact

center operations in real time.

Queue status and contacts waiting in the queue are

displayed on the supervisor interface in real time.

The call monitoring feature allows supervisors to access

calls for the teams they manage and to listen in on

conversations, either from the corporate network or

through a remote dial-in connection. This can be done

without the caller or agent knowing. The supervisor can

coach or barge into the call at any time. If required, the

supervisor can coach the agent on the conversation

privately or create a three-way conference to join an

ongoing conversation.

• The call monitoring application supports several

exible options to provide the exibility that

supervisors need. Monitoring can be done on a

continuous, one-time, or scheduled basis.

• A combination of one or more queues, sites, teams,

and agents can be provided to create a monitoring

schedule or supervisors can choose to monitor a

session in real time.

Supervisors also can change an agent’s skill prole in

real time. This capability gives supervisors tactical tools

to manage their agent teams and support contact center

management objectives.

Datasheet 10

Call recording

The call recording module enables authorized users to

record calls and create recording schedules.

The call recording application allows supervisors or

administrators to decide the recording schedule for

each queue.

• Recording can be restricted at the site, team, and

agent level and includes the exibility of deciding

whether all or only a percentage of total calls will

be recorded.

• The recording schedule also provides an option

to allow agents to pause recording for a specic

duration when sensitive information is to be shared.

The recording management feature is a jukebox-

like application that allows supervisors access to call

recordings that can be ltered by queues, sites, teams,

and agents.

• This application also allows call recording to

be tagged using business-specic labels that

signicantly reduces access times.

• The application has an advanced search option that

allows search of call recordings for CAD variables,

call attributes such as Dialed Number Identication

Service (DNIS), Automatic Number Identication

(ANI), session ID, recording duration, and

custom attributes.

• Agent updates are persisted to CAD variable values.

Users can choose between two dierent audio

recording options: compliance call logging or

percentage call recording.

Compliance call logging records all calls that are served

by a given queue. This setting is useful for customers

who require 100% recording for compliance purposes.

Percentage call recording enables customers to record

a subset of their calls. This allows administrators to

spot check call quality across the enterprise or perform

targeted quality monitoring of certain agents, teams, or

call center sites. Calls to be recorded can be:

• Selected randomly by the system on a

percentage basis.

• Scheduled by time and/or day.

• Based upon criteria such as the site, team, or agent

to whom the call is routed.

Recordings are stored on the recordings portal that

provides archival and retrieval of call recordings.

Call recordings may be stitched to a single le.

Administrators and supervisors can download

recordings using an API.

Music on hold

Music and messaging are recorded and saved as a

.wav le. This le is then uploaded to Webex Contact

Center and is available for use in any queue congured

on the platform.

New recordings can be uploaded from the web-based

dashboard at any time and made available to callers in

near-real time.

Datasheet 11

Digital Channels

Digital channels in Webex Contact Center including

email, chat, SMS, and social messaging come with:

Business logic orchestration – the ow builder helps

create extensive self-help and pre-treatment of

contacts. Dozens of nodes oer capabilities like CRM

integration, logic crunching and decision making,

generic HTTP requests, screen pop and many more.

Bot Builder – a Natural Language Processing (NLP)/

Natural Language Understanding (NLU)-based bot

building tool which integrates into business logic via a

Q&A bot or a Task Bot.

Google Dialogow integration into the ow builder is

also supported.

Queueing and routing – the ow builder allows for

granular queuing of contacts.

Routing capabilities range from simple Longest Available

Agent to more complex Skills Based Routing with skill

relaxation.

Webex Contact Center agent desktop – contact handling

by agent in a true blended fashion. Allows multiple

digital contacts to be handled in parallel. Additionally,

they can leverage productivity improvement tools

such as predened response templates with variable

replacement capability and trigger workow, and Screen

Pop to present customer pages.

Email channel capabilities

The subject line of emails is scanned for business-

specic keywords to decide the skill group or queue

to which they need to be routed. Initial pre-treatment

ows can also determine routing based on information

obtained from integrated business systems such as

CRMs.

Once they are placed inside a queue, the work

distribution engine assigns them to available agents

based on the queuing algorithm selected in the system.

Upon accepting an email, a rich text editor opens up

for agent to compose a response, or an agent can

also simply send a quick plain text response.

Emails have reply, reply-to, or forward functionality to

allow agents to engage other internal supporting teams.

Agent can transfer email messages to other queues

(for instance upon misclassication or to a review

queue).

The agents can respond to emails with a standard

email response template with full visibility on the

past interactions of that customer.

Organizations can mask Payment Card Information

(PCI) and related information per the Payment Card

Industry Data Security Standard (PCI DSS).

For email we oer integration with any email system.

Emails can be preprocessed for various queuing

options like key words in subject/body or some CRM

dip. Once an email contact is routed to an agent, it

opens a rich text editor for the agent to compose a

response. An agent can handle up to 5 emails – reply,

reply all, forward; edit the To/CC elds etc. Attachments

are supported. There is an option to send a plain text

quick response.

PCI service helps mask body text or drop attachments

which contain sensitive card holder information as per

the Payment Card Industry Data Security Standards

(PCI DSS).

Datasheet 12

Email channel capabilities (Continued)

Webex Contact Center email capabilities include:

• Pulling emails from multiple email accounts

via dierent ingress points

• Predened response templates with greetings

and signatures

• Response templates can be locked

(not modiable by agent) or unlocked

• Has the facility to auto-replace

parameters from the contact

• Routing emails based on subject line

keyword analysis

• An email editor with rich text capabilities

• Reply/Reply All/Forward

• Editable To, CC elds

• Email requeue (transfer to another or

same email queue)

• Support for attachments with

congurable limits

• Multi-session support for email

contacts (up to 5)

• Reporting on emails in Analyzer

• Providing conversation groupings for

agentsto see history

• Wrap-up codes

• Audible indicators for new email arrival

Text / SMS and social media

channel capabilities

Webex Contact Center supports text / SMS and social

media as a customer engagement channels. For social

messaging apps, Facebook Messenger and WhatsApp

are available rst, with future plans to expand to other

social media platforms.

Supports multiple numbers for text / SMS, allowing cust-

omers to oer dierent numbers for support of dierent

languages. SMS is currently available in select countries.

Webex Contact Center text and social media

messaging capabilities include:

• Secure interactions

• Transfer to agent or queue and conferencing with

another agent

• Multi-session social contacts, which applies across

all social channels

• Reporting on text/social interactions in Analyzer

• Wrap-up code post contact handling

• Audible indicator for new contacts

• Customer interaction history for a specic

social channel

Chat channel capabilities

Customers may connect with an agent via a chat bubble

on the customer website.

A chat history with Virtual Agents is provided in

the same interface as the chat with a live agent for

consistency of contact transfer.

Customers can ll out a form to provide initial information

and a purpose or problem statement just after initiating

the chat. This helps in queueing and routing decisions.

Chat interactions are assigned to an agent based on

the congured routing strategy, for instance “longest

available agent”.

Chats may be transferred to queues or other agents.

An agent can create a group chat (conference) with a

second agent and a customer.

Datasheet 13

Chat channel capabilities (Continued)

Webex Contact Center web chat capabilities include:

• Secure chat

• Routing treatment based on chat reasons and

queue position

• Self-serve chat template creation using an

intuitive wizard

• Branding of the chat bubble

• Integration with Virtual Agent: Chat (bots) using the

Webex native Bot Builder or Google Dialogow,

including use of intent from the bot for further routing

to live agents and a transcription of interactions with

the bot in the agent interface prior to transfer. This

integration is via the ow builder.

• Support for transfer of attachments and URLs in chat

• Responding with congurable canned responses

• Transfer to another agent or queue and

conferencing with another agent

• Customers can have the chat transcript emailed

to them

• An agent can participate in multi-session chat

(up to 5)

• Reporting on chats in Analyzer

• Wrap-up code for chats

• Audible indicator for new chat

• Customer interaction history

If needed, an agent can transfer a chat to another

representative or subject matter expert by using the

transfer button on the chat page. The agent is presented

with a list of queues and can select an available agent

within the queue for transfer. The new agent will receive

all the previous chat information as well as any internal

notes left by the rst agent.

Virtual Agent: Chat

Provides 24/7 intuitive, online self-service experience

with a bot for simple, less complex inquiries, reducing

the number of inquiries to agents and leading to improved

agent productivity and better customer experiences.

Improves customer experience and agent experience.

Improves call containment with fewer calls escalating to

agents, leading to cost savings.

Automate a wider set of business transactions

using self-service.

Agents are relieved of repetitive and mundane tasks.

Bots can be created via Webex Connect native Bot

Builder or via Google Dialogow integration.

Bot Builder allows simple Question & Answer (Q&A)

Bot or more complex Task Bot which can enter into a

conversation to gather information or determine intent.

Both are NLU powered.

Virtual Agent: Voice

Provides natural conversational IVR self-service

experience over the phone.

Reduces the average handle time and time spent in

the IVR, leading to improved customer experience and

a reduced number of calls to agents by automating

business transactions handled via self-service.

Improves customer experience and agent experience.

Improves call containment with fewer calls escalating to

agents, leading to cost savings.

Automate a wider set of business transactions

using self-service.

Oer the same self-service experience across channels.

Agents are relieved of repetitive and mundane tasks.

Datasheet 14

Table 1. Virtual agent Voice types for Webex Contact Center

VIRTUAL AGENT TYPES DESCRIPTION

VAV (Essentials)

• Dialogow ES or Essential is an integration of Dialogow ES for conversational IVR capability.

The integration described above is accessible through the “Virtual Agent” (VA) activity in Flow

Builder and the “Dialogow” element in Call Studio. Integration of the capability is advised for

transactional use cases in which context is not required to be supplied across.

VAV (Customer

Experience)

• Dialogow CX or (Customer Experience) is Google’s integration of Dialogow CX that enables

sophisticated conversational IVR features by allowing multiple bot agents to be dened and

mapped under a single Project id. The “Virtual Agent Voice” activity in Flow Builder and “Virtual

Agent Voice” element under Call Studio makes the above integration possible. Above integration

is advised for complex use cases where context needs to be passed between dierent

application nodes.

Self-service Interactive Voice Response (IVR)

Webex Contact Center oers both touch-tone

(dual-tone multi-frequency, or DTMF) and

speech-enabled IVR (optional add-on) for inbound

and outbound calls and callbacks.

Customers can use voice commands to retrieve

information without ever speaking with an agent,

or to quickly navigate to the correct department or

agent to best assist them.

The IVR comes with a web-based, easy-to-use,

drag-and-drop call ow builder that makes it easy

for business users to congure and/or maintain

IVR call ows.

Touch-tone (DTMF) IVR

A nimble touch-tone IVR solution provides intelligent

call routing and basic self-service.

The feature set includes:

• Touch-tone (DTMF) caller inputs

• Audio prompts

• Text To Speech (TTS)

• Third-party integrations

• Screen-pop data collected in IVR passed to agents

• Historical reports available in Analyzer

• Browser-based, drag-and-drop call ow

builderSpeech-enabled IVR

Speech-enabled IVR is a sophisticated customer

engagement solution powered by Text-To-Speech (TTS),

speech recognition, and Natural Language Understanding

(NLU). It enables automation of complex end user tasks

while providing an intuitive conversational experience.

This feature includes:

• Virtual Agent Voice (via Google Dialogow; can be

Cisco provided or customer-owned)

• Touch-tone (DTMF) caller inputs

• Multilingual Automated Speech Recognition (ASR)

• Open-ended speech responses

• Multilingual Text-To-Speech (TTS)

• Third-party integrations

• Virtual Agent transcript and data collected in IVR

passed to agents

• Historical reports

• Managed with a browser-based, drag-and-drop

ow builder

Datasheet 15

Both touch-tone IVR and speech-enabled IVR are

cloud-based and integrated into Webex Contact Center.

The speech-enabled IVR can be invoked from within

the touch-tone IVR, so in some use cases it may be

most economical to split the application between the

two solutions.

CRM integrations

Webex Contact Center has pre-built connectors for

integration with several industry-leading CRM systems,

including Salesforce, Zendesk, ServiceNow, Freshdesk

and Microsoft Dynamics.

Additionally, the Cisco Professional Services team can

help deliver integration with other CRM applications as a

custom paid professional services engagement.

As part of the integration, data about the customer and

the context of the call is delivered to the agent in an

automatic screen pop.

Webex Contact Center also logs the interaction within

the CRM application to capture the inbound call. The

integration enables click-to-dial from within the CRM

applications, where the agent can click on a phone

number to dial out to the customer. The out-dialed call is

automatically logged against the record whose number

has been dialed out.

The CRM connectors provide CTI integration between

the Webex Contact Center ACD and the customer’s

CRM tool. The toolset allows for:

• Agent state control

• Call control

• Click to dial

• Screen pop on Automatic Number ID (ANI)

or call variables

• Receiving inbound and placing outbound

(click-to-dial) calls from the CRM

• Automatic customer record screen pop in the CRM

• Automatic call activity logging in CRM

Computer Telephony Integration (CTI)

Webex Contact Center simplies the deployment and

management of multiple sites and agent locations,

enabling companies to reduce the cost, complexity, and

limitations of traditional contact center solutions.

The core infrastructure delivers the following data to the

desktop client:

• Automatic Number Identication (ANI)

• Dialed Number Identication Service (DNIS)

• Prompt selection Customer-Entered Digits (CED)

• Site, team, or agent selection

All of this is delivered to any agent connected to

the application, anywhere in the world, without the

deployment of any technology footprint in the enterprise.

Datasheet 16

Reporting and dashboards (Analyzer)

Data for historical and real-time reports in Webex

Contact Center’s Analyzer feature is supplied by a

sophisticated cloud data platform, a big data stream

processing platform that provides high data availability,

processing real-time call and agent data in 3 to 5

seconds, and historical data within 30 minutes from

the time of occurrence of an event. It oers a secure

data platform across all channels supported by Webex

Contact Center and reliable data across real-time and

historical reports, ensuring data integrity.

Analyzer brings data together from your Webex

Contact Center Automated Call Distributor (ACD) and

interactive voice response (IVR) so that you can analyze,

understand, and manage your contact center and

optimize for operational eciency in new and

innovative ways.

Analyzer supports 13 months of data to be available

via UI and the API. For any additional data storage

needs customers can leverage the API to periodically

pull data and store it for their longer term business and

compliance needs.

This feature is available with Premium Agent seats only.

Data is presented via Analyzer as:

• Real-time and historical operational dashboards

that can be used to monitor operations throughout

the day to make operational changes that maximize

performance and productivity.

• Scheduled performance reports that automate

creation of daily, weekly, monthly, and quarterly

reports previously created manually.

• Exploratory and trend analyses that capture, organize,

and interactively explore and cross-analyze customer

interactions and agent activity with business and

nancial results to nd optimization opportunities

• Details of the types of information provided in

Analyzer may be seen in Figure 2.

Abandons

Wait and handle times

Calls, emails, chats in queue

and in progress

Interactions by channel,

team, site region

Agents by current state

Real-time operational

dashboards and reports

Abandons

Interactions by channel

Agent performance

Performance against SLAs

Slice and dice by sites, queue,

team or agent

Contact state transitions

Historical operational

dashboards and reports

Schedule reports as one time,

periodic or recurring

Excel and CSV output formats

Delivery via email

Scheduled

performance reporting

Webex CC

ACD

Webex CC

IVR

Customer interaction records Agent activity records

Data Ingestion

Figure 2. Analyzer reporting and dashboards

Datasheet 17

Reporting and dashboards

(Analyzer) (Continued)

At the core of the Analyzer is a cloud data service (the

data repository), which stores customer interaction and

agent activity records from Webex Contact Center. The

repository can be updated on a real-time or periodic

basis, depending on customer needs.

Gathering data from Webex Contact Center Automatic

Call Distributor (ACD) and Interactive Voice Response

(IVR) contact center applications on a real-time or

periodic basis, Analyzer creates integrated customer

interaction and agent activity records for each customer

engagement to provide operational metrics and

business insights.

Analyzer can be used to segment, prole, and

visualize data in contact center systems and identify

key variables that aect contact center eciency and

agent productivity.

With these reporting tools customers can:

• Create custom measures. Create new business

metrics calculated using elds and measures from

the Webex Contact Center IVR and ACD.

• Determine what impacts business outcomes.

Identify key variables that impact operational

eciency. Statistically pinpoint high-performing

agent teams

• Determine what and who delivers results. Analyze

operational metrics and agent productivity and

discover how to best optimize for performance.

Categorize performance data by:

• Entry points

• Queues

• Agents

• Sites

With an intuitive drag-and-drop user interface, users

can segment, prole, table, and graph data into historical

or real-time dashboards, performance reports, and

derive insights.

Data from Webex Contact Center ACD, IVR, chat, email,

and social interactions appear in a left-side panel. That

data can then be dragged and dropped into a central

canvas to create insights and visualizations in interactive

tables, bar charts, line graphs, pie charts, and time

motion charts.

Users can create ad-hoc reports by selecting

the following:

• Report elements on which they would like to report—

teams, queues, sites, or entry points

• Graph and table parameters to display

• Specic timeframe for the data

Real-time reporting

Summary views provide a snapshot of real-time contact

volumes, service levels, and abandon rates at each

site and across the enterprise. This is available for all

supported channels

Data parameters racked in real-time reports include:

• Connected contacts, which are the current number

of contacts that have been accepted by a remote site

and have not terminated.

• Queued contacts, which are the current number of

contacts that have been connected to the Webex

Contact Center service and are waiting to

be answered.

• This information allows for more ecient call

routing and call distribution management. From this

centralized management system, contact center

managers have real-time control and visibility into

call queuing and routing strategies and

real-time monitoring.

• This powerful dashboard can be customized to

display customer-dened information for each site.

This enables the customer to manage, monitor, and

enforce service-level adherence for each site and for

the enterprise. User-level privileges dene access

for multi-party management of the specic sites

and teams.

Datasheet 18

Reporting and dashboards

(Analyzer) (Continued)

The following data is available for display in real-time

interval reports and in historical reports for all supported

channels, including voice, chat, email, and social platforms:

• Queue: the virtual team to which the data belongs.

• Time: a period of time in 30-minute intervals, for

which call activity is displayed.

• Incoming calls: total number of calls received during

the report interval.

• Agent activity: total time an agent spends in each

agent state.

• Answered calls: number of calls accepted by a

remote site.

• Queued contacts per hour: number of contacts

queued during the report interval.

• Abandoned contacts: number of contacts

abandoned during the report interval.

• Completed contacts: total number of contacts in the

system during the report interval; includes answered

and abandoned calls.

• Disconnected calls: total number of calls

answered, then disconnected within the lost call

threshold period.

• Short calls: total number of calls terminated within

the short call threshold without being distributed to a

remote site (this metric is only for voice contacts).

• Answer time: cumulative time between when

contacts arrive at the Webex Contact Center service

and when they were answered.

• Talk / connected time: cumulative talk/

connected time.

• Queue time: cumulative time that contacts were

queued, waiting to be routed to a remote site.

• Abandoned time: cumulative amount of time

contacts were in the system for longer than the short

contacts threshold time, but terminated before being

answered by an agent.

• IVR time: cumulative amount of time calls were in the

IVR system, waiting to be handled.

• Percentage of answered contacts: number of

answered contacts divided by the number of

contacts that arrived, minus short calls (in case of

voice), multiplied by 100. An answered contact is

one that is accepted by a remote site and either

disconnected within the lost call threshold, answered

by an agent, or queued at the remote site during the

report interval.

• Average handle time: average handle time,

calculated by dividing total connected time by the

total number of contacts terminated during the

report interval.

• Average queued time: total amount of time that

contacts were in queue waiting to be sent to a

remote site, divided by the total number of contacts

that were queued.

• Average abandoned time: total amount of time

that contacts were in the system before being

abandoned, divided by the total number of

contacts abandoned.

• Average speed of answer: total answer time divided

by total number of answered calls.

• Service level: percentage of contacts answered

within the predened service level threshold

provisioned for the virtual team.

• Historical reports.

Historical call reports provide an omnichannel view of:

• Weekly volume summaries

• Default and user-dened reports

• Call detail record views at dierent levels

• Queue reports

• Customizable graphs

• Download capability

Contact call details are displayed for all calls and all

legs of the call. The call detail record represents the

complete life cycle of a caller. It tracks the history of the

call from the time it arrived at the entry point, either as a

new, external call or as a call transferred from another

Datasheet 19

Reporting and dashboards

(Analyzer) (Continued)

entry point or queue, until the call is terminated. When

an agent transfers a call to another agent, a segment

detail record is created for each leg of the call.

Historical agent reports provide:

• Site, team, and agent reports

• Performance summaries

• Wrap-up and idle code reports

Integrations and open APIs

Webex Contact Center is based on an open platform

surrounded by several APIs and interfaces. This allows it

to easily integrate with other in-house and o-the-shelf

applications to leverage existing systems

and investments.

This open platform also allows Webex Contact Center

to integrate with other applications in the marketplace

to create unique end-to-end solutions for customers.

Webex Contact Center APIs allow third parties to

develop software to leverage and extend Webex

Contact Center capabilities.

Visit the Webex Contact Center Developer Portal for

additional details on APIs for the Webex Contact Center,

SDK, guides, sample code and use cases and

developer support.

Webex Contact Center offers the following REST,

gRPC, GraphQL, Webhooks and WebSocket APIs

and SDKs for different services including:

• Agent and Supervisor Desktop

• Articial Intelligence (AI)

• Conguration

• Data

• Customer journey Data

• Media

Examples of integration options include:

CTI integration with CRM applications

• Webex Contact Center supports CTI functionality,

including screen pops and record retrieval. Webex

solutions are open and based on industry standards,

not proprietary integrations and protocols. With this

approach, customers can integrate with a

number of dierent CRM applications.

Workforce management (WFM) integration

• Allows customers to integrate their existing

WFM systems with Webex Contact Center.

• Provides historic agent activity data for agent

scheduling within a third-party WFM.

• Provides real-time, event-driven agent activity

notication for adherence computation.

Datasheet 20

Microsoft Teams Integration:

Webex Contact Center integration for Microsoft Teams

oers a powerful solution that combines Contact

Center capabilities with the Microsoft phone system.

With this integration, Contact Center agents and larger

organization can collaborate quickly and eectively.

Here are some of the key features of this integration:

• Skill-based inbound call routing from the Microsoft

phone system to contact center agents.

• Support for both Microsoft PSTN and third-party

direct routing providers.

• Call handling for agents directly from the Microsoft

Teams interface.

Many enterprises rely on Microsoft Teams as the primary

platform for messaging, meetings, and collaboration

in their organizations. With this integration, agents can

receive voice interactions in Webex Contact Center

through the Microsoft phone system.

They can also conference and transfer voice contacts

from the agent desktop to other users registered on the

Microsoft phone system. If you are using the Microsoft

phone system, you can connect to the Public Switched

Telephone Network (PSTN) with a certied Session

Border Controller (SBC), such as the Cisco Unied

Border Element (CUBE). This integration provides a

seamless experience for your agents and ensures that

organizations can deliver high-quality customer service.

In addition to the core features provided with Webex

Contact Center, Webex provides a number of optional

add-on features, and partners with select vendors to

provide other best-in-class functionality specically

tested and optimized to integrate with Webex Contact

Center.

Add-on feature options

Webex Calling integration

Webex Contact Center supports several easy-to-

provision telephony options, including integration with

Webex Calling.

When used with Webex Calling, Webex Contact Center

includes support for use of a common cloud-connected

PSTN provider (Cisco CCP), as well as additional

benets such as on-net transfers between agents and

Webex Calling extensions and Webex endpoint support

(including soft phones).

Additional benets of Webex Contact Center and Webex

Calling integration include:

• Single pane of glass provisioning and administration

within Webex Control Hub for both telephony and the

contact center

• On-net call routing to avoid PSTN charges for the

agent portion of the call

• Webex Calling endpoint support to enable agents

to easily take calls from anywhere

• Superior voice quality

• Choice of certied Cloud Connected PSTN

(Cisco CCP) options

• Capabilities to transfer to a Directory Number (DN)

or voicemail

• Outdial Automatic Number Identication

(ANI) masking

• Local gateway support

PSTN services

U.S. customers can choose to buy PSTN services

through Cisco as a Cisco PSTN bundle, with Cisco

sourcing the PSTN telephony from a CPaaS vendor.

Customers can congure a mix of toll and toll-free

numbers when using Cisco PSTN for contact center.

License usage reports provide customers metrics of

the daily observed concurrent toll-free calls, including

historical usage for up to the last thirty-six months.

Noise reduction

Enable noise reduction to reduce background noise

within Webex Contact Center, making calls from your

customers clearer and easier to understand.

Datasheet 21

Webex Workforce Optimization (Webex WFO)

Webex Contact Center has an optional workforce

optimization suite (Webex WFO) that provides three

core functions:

See the Webex WFO data sheet for complete detail

on the solution.

Analyze speech and desktop actions to

gain insights

Correlate agent performance to NPS scores

Measure agent eciency and performance

through tailored evaluation forms

Boost morale via gamication, agent

self-assessment

Schedule sta and manage adherence

to schedules

Forecast trends to prevent over- or

under-stang

Webex WFO Workforce Management (WFM)

The workforce management solution oers contact

center supervisors, agents, and stang analysts

the ability to dynamically manage agent schedules,

forecast and plan stang based on trends, and ensure

adherence to schedules.

Key features include:

• Dynamic scheduling: allows agents, supervisors,

and stang analysts to collaborate in creating a

schedule that meets everyone’s needs.

• Dynamic intra-day scheduling: enables last-minute

scheduling changes.

• Automated agent approval: for exceptions,

time o, schedule oer/trade, and mentoring.

Provides set workows to automate approval,

denial, wait listing, and manual handling.

• Agent-initiated peer mentoring: when an agent

submits a request and the peer accepts, there is

an automated supervisor approval, and both agents’

schedules are updated.

• Strategic planning and forecasting: allow users

to forecast stang needs based on trends.

• Vacation and holiday planning.

Datasheet 22

Webex WFO Quality Management (QM)

Quality management helps customers measure

agent eciency and performance using tailored

evaluation forms.

Key features include:

• Multichannel quality evaluation: evaluate call, email,

and chat interactions.

• Targeted evaluations: nd interactions of interest

with pinpoint precision using a combination of

transaction data, customer data, speech energy, and

other business-related metadata.

• Library of customized evaluation forms: percentage

or points-based.

• Pinpoint evaluation commenting: add comments to a

call and search for comments by questions, section,

form, or duration.

• Gamication of agent KPIs: agents earn badges for

quality scores and adherence.

• Evaluation calibration: supervisors, managers,

and agents can comment on an evaluation for a

collaborative approach to quality.

• Automated contact queue: contacts are routed to a

contact queue according to workow conguration.

• Post-call survey data integration with call data

makes playback easily accessible during evaluations.

• Export calls: use for training or within

e-learning platforms.

Webex WFO Analytics

Webex WFO Analytics helps organizations gain

data-driven insights to improve the customer experience

and to drive revenue with every customer interaction.

Companies can analyze interactions and make valuable

discoveries about your customers, employees, and

business. With sophisticated speech, desktop and

text analytics, organizations can unlock a gold mine of

intelligence buried in the contact center.

Key features include:

• Speech analytics (phonetics)

• Speech-to-text transcribed audio to full-text transcripts

• Text analytics for channels, including email, chat,

text, social media, and surveys

• Desktop analytics to track desktop activity, facilitate

compliance, and create automated workows with

activity triggers

• Sentiment analysis, which translates all call

interactions into a score of positive, neutral, or

negative automatically

• Powerful, easy-to-use dashboards with

drill-down capabilities

Datasheet 23

Webex WFO Analytics (Continued)

• Predictive quality evaluation scores

• Predictive Net Promoter Scores (NPS) using NPS

survey data and speech data to automatically

evaluate 100 percent of your customer interactions

• Language packs to help you understand customers,

regardless of linguistics

• XM speech search

• Out-of-the-box and easy-to-use features

• Dynamic reporting options with rich data visualizations

like phrase clouds and interactive charts

• Advanced customization dashboard capabilities

• Widget-based dashboards and intuitive interface

Outbound voice option

This option, with its combination of outbound dialing

modes, complements the powerful inbound call-handling

capability of Webex Contact Center.

Allocate agents to handle only inbound, only outbound,

or both inbound and outbound contacts, oering an

eective way to increase resource use.

Outbound campaigns

The outbound campaigns option improves agent

productivity and the overall business performance of a

contact center by letting agents spend more time talking

to customers and less time trying to reach them.

The outbound campaigns add-on feature provides:

• Outbound campaign management, including

campaign chaining

• Contact list management

• Advanced contact strategies across multiple

contact numbers

• Automation with preview dialing

• Compliance tools

List and campaign management capabilities:

• The outbound campaigns add-on provides powerful,

yet exible contact list and campaign management

capabilities. This allows contact center managers

to focus on their customer engagement strategy

instead of spending time maintaining lists.

• There are exible options to upload outbound calling

lists into the campaign manager. This can be done

by uploading at les or integrating with customer

databases or third-party data sources.

• These imported outbound lists can then be

segmented using business rules-driven lters to

be consumed by various outbound campaigns.

Administrators can make real-time adjustments to

the lists based on campaign performance or a shift in

business strategy.

• At the contact level, businesses can prioritize the

sequence of phone numbers to be dialed for a

contact based on their individual preference.

Campaign runtime strategies: the campaign manager

feature supports dierent management strategies for

outbound campaigns, including:

• Dialing rules

• Schedule-based campaign runtime automation

• Ability to switch across contact points based

on outcome

• Contact-specic retry strategy

Telephony dialing modes: The outbound campaign

function supports preview dialing mode, whereby,

at the end of a call, agents see the next call in the list.

They review the contact record and decide when to

make the call or skip to the next name on the list. This

is ideal for sales where the agent needs to conduct

research between calls to increase the chance of a

successful sale.

Datasheet 24

Outbound campaigns (Continued)

Figure 3 illustrates the telephony preview dialing mode.

• Contact success ratio by campaign

• Campaign target achieved

• Calls dialed for the week by mode

Historical reports include:

• Campaign summary

• Do Not Call blocked

• Contact attempt

• Abandon percentage

• Callback

• Agent attempt

• Disposition by campaign, all with

user-specied lters

Key features of outbound reports include:

• Automatic campaign runtime conguration based on

date range and specic days

• Contact data uploads via seamless database

integrations or via at les

• Partial update of date for timely data refreshment

• Contact selection algorithm congurable by

market strategy

• Contact selection lters driven by business outcomes

• Sharing contact lists across multiple campaigns

• Conguring multiple business outcomes

per campaign

• Campaign chaining, with the option to copy and

move campaigns

• Conguring dial plans and recalls for each business

outcome to maintain contact life cycle

• Compliance ltering for Do-Not-Call (DNC) lists at

the federal, global, and campaign levels

• Scrubbing of contact lists against DNC lists

• Contact list segmentation by time zone

• Adherence to state specic and global calling times,

rules, and regulations

• Multiple calling numbers per contact in a

single campaign

• Conguring global retries across all numbers

provided for a contact in a single campaign

Figure 3. Preview dialing

Accept record,

dial contact

Request work

Reject record

-OR-

Present

contact record

Agent

Contact

Campaign

Manager

Compliance tools: The outbound campaigns feature

provides tools to ensure that outbound campaigns stay

compliant with industry regulations.

• For the United States, it has superior Telephone

Consumer Protection Act (TCPA) compliance

tools, which include checking do-not-call lists at

the federal, enterprise, and/or campaign level and

manual dial-out options to contacts who have not

provided prior express written consent (PEWC).

• It also maintains compliance with state laws around

calling, such as time-zone-specic calling windows.

• In the United Kingdom, the compliance tool

helps ensure adherence to Ofcom’s (the UK’s

communications regulator) outbound calling rules.

The tools allow administrators to set communication

thresholds and retry strategies for each

contact number.

Outbound reports: The outbound campaigns feature

includes real-time and historical reports, allowing you to

review the status of your campaign as it occurs, and

look back to see what worked and what didn’t across

past campaigns.

Real-time reports include:

• Contact versus agent availability

• Contact status

Datasheet 25

Data security and data privacy

Certifications and attestations

CATO compliant (Cisco InfoSec standard)

HIPAA compliance

GDPR compliance

Webex Contact Center is PCI-DSS Level 1 certied by a

third-party Attestation Of Compliance (AOC) audit. AOC

is reviewed annually, unless otherwise required by a

business or based on industry security changes that are

applicable to Webex Contact Center.

The security safeguards implemented for Webex

Contact Center services meet the policy and control

requirements as set forth in Webex Contact Center’s

Security Framework and are aligned with the Cisco

Security and Trust Organization (STO).

Review cycle

Webex Contact Center manages its information security

policy using a security lifecycle management process.

This process includes the following components

focusing on policy:

• Policy lifecycle management

• Ratication, approval, and implementation

• Annual review, updates (as necessary),

and recertication

• Annual communication and awareness training

• Exceptions management

Management commitment

Management is responsible for oversight and

governance to the policy lifecycle process ensuring that

Webex Contact Center’s security posture, policies, and

practices are implemented, updated, and communicated

to sta and other parties as appropriate.

Cisco operations and engineering teams are responsible

to deploy IT systems, services, and processes consistent

with these policies.

The Cisco STO will communicate recommended policy

changes to management and relevant members and

parties as business needs dictate, or at least annually.

An employee found to have violated this policy may

be subject to disciplinary action, up to and including

termination of employment.

For more information see the

Webex Contact Center Privacy data sheet

or visit the Cisco Trust Center online.

Global availability

Webex Contact Center is available globally.

For country-level ordering availability, reference

the Collaboration Flex Plan Contact Center Oer

Description.

For Webex Contact Center data locality, reference

the Webex Help Center article Data Locality in Webex

Contact Center.

Datasheet 26

System requirements

Supported browsers:

Microsoft Windows 10:

• Chrome V76.0.3809 and higher

• Firefox ESR 68 and higher ESRs

• Microsoft Edge V42.17134 and higher

Mac OS X:

• Chrome V76.0.3809 and higher

• Firefox ESR 68 and higher ESRs

Chromebook:

• Chromium v73 and higher

• Chrome V76.0.3809 and higher

Licensing

Webex Contact Center is a cloud service available in

either a Concurrent Agent or Named Agent buying

model. See the Webex Contact Center ordering guide

for additional details.

Webex Contact Center is also available under

Cisco’s Collaboration Flex Plan. Refer to the Cisco

Collaboration Flex Plan Contact Center data sheet

and the Cisco Collaboration Flex Plan Contact Center

ordering guide for more information on purchasing as

part of this plan.

Webex Contact Center supports usage-based overages.

Overage SKUs will automatically be added to each order.

Cloud usage will be reported monthly and billed as the

committed portion, and any usage above the committed

levels will be billed as overage.

Upon reasonable request from Cisco, you will assist

and make information available to Cisco to facilitate

verication of the number of SaaS or software licenses

that you have installed, accessed, deployed, or activated.

A 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 who are simultaneously logged in to use

Webex Contact Center software or services.

Named Agent is a unique Contact Center user who logs

in in any given month to use the Webex Contact Center

software or services.

Datasheet 27

Agent types

Webex Contact Center is available in two agent types that can be combined per the selected agent model.

Table 1 explains the types.

Table 1. Available agent types for Webex Contact Center

AGENT TYPES DESCRIPTION

Standard Agent

Standard Agent provides core contact center functionality including a browser-based

agent desktop, agent-assisted chat and email channels, inbound and outbound voice,

call recording, touch-tone IVR, web and voice callbacks, and standard CRM connectors.

Premium Agent

Communication

Channels

Premium Agent includes all Standard Agent features and adds additional digital communication

channels such as text / SMS, social, multi-channel reporting and analytics, and supervisor

monitoring and barge-in for all types of agents.

Features and benefits by agent types

Your agent type selection entitles you to receive a bundle of Webex Contact Center features. Table 4 describes the

included features and additional options available based on the agent type selections.

Table 2. Webex Contact Center features by agent type

FEATURES STANDARD PREMIUM

Inbound and outbound voice Included Included

Intelligent skills-based routing and queuing Included Included

Browser-based agent desktop Included Included

Touch-tone IVR Included Included

Voice callback¹ Included Included

Web callback¹ Included Included

Basic outbound (preview dialing)² Included Included

Call recording (with one month of storage) Included Included

Standard CRM connectors Available Available

Standard and customizable reporting Not included Included

Real-time and historical reports data storage Included Included

Multi-channel reporting and analytics (Analyzer) Not included Included

Chat and email (agent assisted) Included Included

Datasheet 28

Table 2. (continued) Webex Contact Center features by agent type

FEATURES STANDARD PREMIUM

Webex Connect (self-service channels) Included Included

SMS, WhatsApp, Facebook Messenger (agent assisted) Not included Included

Email and web chat media Included Included

Supervisor privileges

(monitoring, barge-in, and coaching of all agents)

Not included Included

Additional recording storage Optional Optional

Campaign management (outbound campaigns) Optional Optional

Workforce optimization Quality Management (QM) Optional Optional

Workforce management (WFM) Optional Optional

Workforce optimization (WFO) analytics³ Optional Optional

Workforce optimization (WFO) analytics with transcription³ Optional Optional

Workforce optimization (WFO) bundle⁴ Optional Optional

Workforce optimization (WFO) storage Optional Optional

Workforce optimization (WFO) call recording Optional Optional

Note: Workforce optimization services will be billed for all Webex Contact Center Named Agents.

¹ May require services

² May require campaign management software

³ WFO analytics and WFO analytics with transcription cannot be ordered together

⁴ WFO bundle cannot be mixed with a-la-carte quality management, workforce management, WFO analytics, and WFO analytics with transcription

Datasheet 29

Ordering information

To place an order, contact your local Cisco certied

partner or Cisco sales agent. If you need help nding a

partner in your area, use the Partner Locator tool. Your

partner or Cisco sales agent can also assist with any

modications to your subscription after your initial order

is placed.

Refer to the Cisco Collaboration Flex Plan Contact

Center ordering guide for complete ordering details.

The Collaboration Flex Plan oers several

important benets:

Full collaboration suite: Access to a full-stack,

enterprise-grade cloud collaboration bundle that

includes everything a business needs—cloud calling,

meetings, team collaboration, contact center, and a

broad portfolio of integrated devices.

Single OpEx subscription: Remove the need for hefty

upfront capital investments and replace them with

predictable monthly fees. Consolidate technology road-

maps and vendor relationships (license management,

billing, support).

Secure and reliable cloud service and implementation,

supported by certied Cisco enterprise channel partners.

Flexibility to support a mix of on-premises and cloud

system deployments, with nancial 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

workows and support a more intuitive way to work.

Cisco Collaboration Flex Plan

Flex up on the cloud momentum

If your business needs a more intuitive way to work and

a more predictable nancial path to the cloud, talk to

your Cisco representative about the Cisco Collaboration

Flex Plan. For additional information, visit:

cisco.com/go/collaborationflexplan

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.

You can buy meeting, team collaboration, calling, and

contact center services for all employees, or simply

purchase what you need today and grow at your own

pace. With the Flex Plan, one agreement includes

software, upgrades, and support.

Datasheet 30

Figure 5. Cisco support levels and what they include

24x7 TAC Phone Support

with 1-hour response time

Knowledge base access

Software update and upgrade

Self-Service Adoption

Basic included

24x7 TAC Phone Support

with 30-minute response time

Conguration Support

Technical Adoption Support

Analytics/Proactive Notications

Learning and Training

Enhanced included

24x7 TAC Phone Support

with 15-minute response time

Designated Service Management

Business Review

Advanced Customer Success

Advanced Analytics

Technical support services

Cisco oers 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 (Figure 4). 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.

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, visit Cisco Contact Center Services.

Datasheet 31

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 5.

Datasheet 32

Cisco and/or its aliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: https://www.cisco.

com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word

partner does not imply a partnership relationship between Cisco and any other company. (1110R)

For more information

Please visit webex.com/contact-center.html

May 2023

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Table 5. Environmental sustainability

SUSTAINABILITY TOPIC REFERENCE

Information on product material content laws and regulations

Materials

Information on electronic waste laws and regulations, including

products, batteries, and packaging

WEEE compliance