Why Cisco Developed This Solution

COVID-19 continues to spread globally and companies are looking for ways to support their customers with information about the virus and its impact, while also reducing potential exposure risk for their employees. To achieve these goals, companies need the ability to quickly deploy a contact center solution.

Cisco is responding to these needs with a cloud contact center short-term subscription option that can typically be deployed in less than a week.

Solution Features

The quick deployment solution bundles premium agent software, PSTN for calling, and a robust set of omnichannel, routing, and reporting capabilities for up to 1,000 concurrent agents, and features:

  • Quick deployment (typically 5 business days from order placement)

  • Short-term commitment (90 days), with flexible month-to-month extension options for up to 12 months

  • Rapid ramp up for crisis response teams

  • No committed minimum volume or contract terms

  • Free toll / local number access and PSTN delivery of calls to agents for 90 days (where available)

  • No need for VPN connection for service

  • Special considerations for qualifying health care providers such as hospitals and medical clinics

Who This Solution Is For

Cisco’s goal with this solution is to provide companies and organizations the ability to deploy a cloud contact center solution quickly and cost-effectively, and also to deliver information to customers in a time when communication channels are paramount. In particular, this solution is intended for:

  • Any business that has an immediate need for the new or expanded resources of a cloud contact center, providing capacity for up to 1,000 concurrent work from home or on-site agents.

  • Companies who need to offload expanding volume from their current contact center to a secondary platform to ensure scalability and continuity of service.

  • Companies who don’t currently have a contact center but need to provide their customers an “emergency hotline”.

  • Companies who want to provide the flexibility for their agents and supervisors to work from home and avoid unnecessary exposure without the need for a VPN connection.

Solution Details

  • Webex Contact Center with Premium Agents (Standard Agents allowed when ordering through Service Provider partner who includes their own PSTN solution).

  • Premium Agent functionality includes full omnichannel capabilities, including voice, email, web chat, a browser-based agent desktop, call recording, Dual Tone Multiple Frequency (DTMF)-based interactive voice response (IVR) features, web, and voice callbacks. In addition, premium agents have access to multi-channel reporting and analytics and supervisor monitoring and barge-in.

  • No committed volume or contract term, with usage billed monthly in arrears.

  • Contact center live in as little as 5 days (assuming no customizations are required).

  • No add-ons or customizations are included. If there is a specific customization need, we will evaluate this during the Assurance to Quality (A2Q) review. Note that customizations will add to the deployment timeline.

  • Free toll and local number access and PSTN delivery of calls to agents for up to 90 days, where available (currently U.S. only).

  • Initial solution is available in the U.S., Canada, and parts of EMEAR. Additional global locations to be added. Contact us at covid-contactcenter@cisco.com to receive updates on additional future location availability.

Solution Duration

Cisco continues to make this solution available until further notice, when the COVID-19 virus is cleared by the Centers for Disease Control and Prevention (CDC). A notification will be sent when the solution goes through “end of life”.

How to Get Started

Contact Cisco sales at covid-contactcenter@cisco.com and we’ll follow up to help you get started.