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. To meet the needs of this evolving work dynamic and enable your business to continue without disruption, Cisco is providing a new quick deployment solution for Webex Contact Center Enterprise, our feature-rich, highly secure cloud contact center for large enterprises.

With this quick deployment solution, enterprises can have a cloud contact center up and running in less than 10 business days to help scale with fluctuating contact center volumes.

Solution Features

The Webex Contact Center Enterprise quick deployment solution bundles contact center agent software with a robust set of omnichannel, self-service, routing, and reporting capabilities for 500 to 24,000 concurrent agents, and features:

• Quick deployment: typically live in 10 business days from order placement

• Short-term commitment of 12 months

• Rapid ramp up for existing contact center overflow or public response teams

• Flexible agent volume scaling to respond to fluctuating demands

• Full support for remote agents via Cisco Mobile Agent for secure at-home access

• 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 Enterprise with PSTN termination of the call to the agent or (2) toll-free access into Webex Contact Center Enterprise

Who This Solution Is For

Cisco’s goal with this solution is to allow companies and organizations of all sizes the ability to quickly and cost-effectively deploy a cloud contact center solution, while providing the ability to add additional functionality over time in a seamless manner. 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 at least 500 concurrent work-from-home or onsite 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 want to provide flexibility for their agents and supervisors to work from home with ready remote agent solution options

• Companies who are looking for a first step towards a broader cloud migration strategy

Solution Details

• Initial solution is available in the U.S. only, and agents must also be in the U.S. Additional global locations may be added in the future.

• To ensure rapid onboarding, this quick deployment solution offers a specific set of Day 1 functionality. This functionality can be extended seamlessly to include the full robust feature set of Webex Contact Center Enterprise after initial deployment.

• Day 1 functionality includes:

  • Webex Contact Center Enterprise Standard or Premium agent licenses

  • 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

  • Dual Tone Multiple Frequency (DTMF)-based interactive voice response (IVR) features

  • Virtual Assistant - Voice via Google Dialogflow IVR integration

  • Nailed up Mobile Agent for remote agent access

• Contact center live in as little as 10 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.

• For the initial deployment, no interconnection will be made between existing on-premises deployments and the Webex Contact Center Enterprise solution. This can be added after the initial solution go live.

• 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 Enterprise with PSTN termination of the call to the agent or (2) toll-free access into Webex Contact Center Enterprise.

• Initial solution is available in the U.S. only, and agents must also be in the U.S. Additional global locations may be added in the future. Contact us at webex-cce-questions@cisco.com to receive updates on additional future location availability.

Solution Duration

Cisco will continue to make this solution available until further notice.

How to Get Started

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