Why Cisco Developed This Solution

Business continuity is critical to enable ongoing communications between your business and customers during times of natural disasters, crises, or simply the unexpected. When you must offload the expanding volume to your contact center, or agents must work from home, we can quickly deploy our cloud contact center solution to enable your agents to take calls from anywhere.

Solution Features

The quick deployment solution includes agent software with a robust set of omnichannel, routing, and reporting capabilities for up to 1,000 concurrent agents. The major features include:

  • Quick deployment: Typically can be deployed in as little as five business days from order placement.

  • Rapid ramp-up for crisis response teams

  • Short-term commitment of 12 months

  • No committed minimum agent volume

  • No need for a VPN connection for service

Who This Solution Is For

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

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

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

  • Companies that don’t currently have a contact center but must provide their customers with an emergency hotline.

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

Solution Details

  • Webex Contact Center Standard or Premium Agents, or both.

  • Standard Agent functionality includes inbound and outbound voice, browser-based agent desktop, and web and voice callbacks.

  • Premium Agent functionality adds full omnichannel capabilities including email and web chat. In addition, premium agents have access to multi-channel reporting and analytics, and supervisor monitoring and barge-in.

  • Contact center can be deployed in as little as five days without any customizations.

  • We do not include any add-ons or customizations. We evaluate the requirements for customizations during the Assurance to Quality (A2Q) review. The customizations add to the deployment timeline.

  • Cisco PSTN is available as a paid option for toll-free, toll or local, and toll or outbound voice services. There are two options:

    • Local number access into Webex Contact Center with PSTN termination of the call to the agent (contiguous US + Canada only), or

    • Toll-free access to Webex Contact Center (the contiguous US only). The initial solution is available in the US, Canada, and parts of EMEAR. The contact center adds other global locations.

Solution Duration

Cisco continues to make this solution available until further notice. We will send a notification when the solution goes through end of life.

How to Get Started

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