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 need to offload expanding volume to your contact center, or agents need to work from home, our cloud contact center solutions can be quickly deployed to enable your agents to take calls from anywhere they are.

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, and features:

  • Quick deployment: typically live in as little as 5 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 VPN connection for service

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 without the need for a VPN connection.

Solution Details

  • Webex Contact Center Standard and/or Premium Agents.

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

  • Premium Agent functionality adds full omni-channel 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 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.

  • Cisco PSTN is available as a paid option for toll-free, toll/local, and toll/outbound voice services. There are two options: (1) local number access into Webex Contact Center with PSTN termination of the call to the agent (contiguous US + Canada only) or (2) toll-free access into Webex Contact Center (contiguous US only). Initial solution is available in the U.S., Canada, and parts of EMEAR. Additional global locations to be added.

Solution Duration

Cisco continues to make this solution available until further notice. A notification will be sent when the solution goes through “end of life”.

How to Get Started

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