Cisco Collaboration Flex 3.0 Contact Center Data Sheet

Cisco Flex 3.0 Contact Center

Cisco^® Collaboration Flex Plan Contact Center is a single subscription that gives you access to Cisco Contact Center products and services with the flexibility to migrate from one deployment model to another. This subscription offers a Concurrent Agent buying model with Standard and Premium agent types for its product. Supervisors for all platforms require a Premium Agent type. One subscription covers software and technical support for Cisco Collaboration Flex 3.0 Contact Center.

Requested start date

Determine your requested start date for the subscription, which can be set at a maximum of 90 days from the order date.

The billing for A-FLEX-3 offer will be triggered 30 days (at latest) after the requested start date, or when the first service is provisioned, whichever occurs first.

See Annuity (Saas) Quoting guide for additional information relating to quoting.

Deployment models

You have the flexibility to transition agent(s) among on-premises and cloud deployments and choose the platform that best fits your needs. See Table 1 and the Features and Benefits section of each platform for more information on the deployment options for Cisco Collaboration Flex 3.0 Contact Center.

Table 1.           Available deployment models and platforms for Cisco Collaboration Flex Plan Contact Center

Buying models

Collaboration Flex 3.0 Contact Center offers a Concurrent Agent buying model with Standard and Premium agent types for its product. Supervisors for all platforms require a Premium Agent type. You may have both Standard and Premium Agent types.

Webex Contact Center offers Concurrent or Named Agent buying model with Standard and Premium agent types. Supervisors for all platforms require a Premium Agent type. You may have both Standard and Premium Agent types.

The on-premises deployment does not have overage SKUs available. For cloud deployment models, the overage feature is included with the product, and overage SKUs will automatically be added. Usage for products that include overage will be reported on a monthly basis. Overage SKUs are now same price and discount as committed SKUs.

Upon reasonable request from Cisco, you will assist and make information available to Cisco to facilitate verification of the number of Software as a Service (SaaS) or software licenses that you have installed, accessed, deployed, or activated.

Table 2.           Available buying models on the Cisco Collaboration Flex 3.0 Contact Center

Agent types

Cisco Collaboration Flex Plan Contact Center is available in two agent types that can be combined under the Concurrent Agent buying model. Tables 3 and 4 illustrate the Concurrent Agent types and what each offers.

Supervisors and administrators

Please note that a Supervisor requires a Premium Agent regardless of the platform. Administrators also require Premium Agent entitlements regardless of platform.

Table 3.           Available agent types on the Cisco Collaboration Flex Plan Contact Center

Table 4.           Agent type descriptions on the Cisco Collaboration Flex 3.0 Contact Center

(see tables 6 – 10 for cloud and on-premises specifics)

Table 5.           Additional Cisco Collaboration Flex 3.0 Contact Center agent type considerations

Note:       ¹ All agent overages are billed in arrears on a monthly basis to reconcile any usage in excess of the committed agent quantities for applicable products.

Platform

For each Cisco Collaboration Flex 3.0 Contact Center agent, you will designate one of three deployment models: hosted in Cisco’s cloud infrastructure; deployed on the subscriber’s own premises; or hosted by a Cisco partner.

Table 6.           Available platforms for on-premises Cisco Collaboration Flex Plan Contact Center: Unified Contact Center Enterprise

Table 7.           Available platforms for on-premises Cisco Collaboration Flex Plan Contact Center: Packaged Contact Center Enterprise

Table 8.           Available platforms for on-premises Cisco Collaboration Flex Plan Contact Center: Contact Center Express

Table 9.           Available platforms for Cloud Cisco Collaboration Flex Plan Contact Center: Webex Contact Center

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

Table 10.       Available platforms for Cloud Cisco Collaboration Flex Plan Contact Center: Webex Contact Center Enterprise13

On-premises licensing and software delivery

On-premises licenses are available via electronic delivery. The optimal experience is via a Smart Account. Your Partner is responsible for entering your Smart Account information at the time the customer’s order is placed. Instructions for creating a Smart Account can be found here.

The on-premises software and license Product Authorization Keys (PAKs) are available through the links provided in the eDelivery email that will be sent to the email address(es) provided on the order. Instructions will be included on how to register the PAKs and install the license bin file.

Ordering information

To place an order, contact your local Cisco Certified Partner (“Partner”) or Cisco Sales agent. If you need help finding a Partner in your area, use the Partner Locator here. Your Partner or Cisco Sales agent can also assist with any modifications to your subscription after your initial order is placed.

An Assessment-to-Quality (A2Q) must be completed prior to receiving initial access to the products (initial design) and during the term (design changes). A Post-sale A2Q review request can be submitted via the Cisco reseller.

Technical support services

Cisco offers technical support services covering the areas of problem resolution, customer success and adoption, and designated support management in three service tiers: Basic, Solution Support, and Premium.

Under Basic Support you are entitled to 24x7 phone support with 60-minute response time; Cisco Technical Assistance Center (TAC) for incident remediation; Knowledge Base access; and software updates and upgrades. Basic Support is included with any Cisco Collaboration Flex Plan subscription at no additional cost for the duration of your subscription if the order is booked through a Webex Contact Center Certified Partner. For Webex Contact center non-certified partners, Basic Support is not available.

Under Solution Support you are entitled to Basic Support features; 24x7 phone support with 30-minute response time; dedicated support team; multivendor support coordination; and Webex Contact Center MACD (limited) guidance and support.

Under Premium Support you are entitled to Solution Support features; 24x7 phone support with 15-minute response time; dedicated Cisco technical experts to augment your IT team; personalized support experience to minimize business disruptions; escalation and incident management; assistance and guidance for technical enablement; business and technical reviews, Webex Contact Center MACD (Advanced) guidance and support.

Table 11.       Key Features

Webex Contact Center/Enterprise Setup Assist

Webex Contact Center/Enterprise Setup Assist includes robust implementation scope to ensure customers are fully prepared to execute on their business.

Webex Contact Center Setup Assist includes robust implementation scope to ensure that the customer is fully prepared to execute on their business. Functionalities include

Webex Contact Center Setup Assist Include: setup and configurations, Agent activation, Agent/Supervisor training, out-of-the-box reporting/visualization, standard CRM integrations, script flows, knowledge transfer sessions, multiple cutover events depending on size, post go-live support, chat, and email configuration, and seamless handoff to Cisco Solution Support team. This service Is offered in five different packages for Webex Contact Center Customers X-Small, Small, Medium, large and X-Large, based on the number of agents required to onboard and activate.

Webex Contact Center Enterprise Setup Assist include: planning, discovery and design, application call flow development, migrate/script call flows, chat and email configurations, agent activation, out-of-the-box reporting/visualization, standard CRM integration support, Cisco Infrastructure as a service (IaaS) and 3rd party integration* consulting support (limited to Solution plus alliance partner products), Agent/Supervisor and Administrator portal training, knowledge transfer sessions, migration planning and execution for multiple cutover events depending on size, post go-live support and seamless handoff to Cisco Solution Support and Cisco Lifecycle Services teams. This service is offered in four different packages for Webex Contact Center Enterprise Customers X-Small, Small, Medium, and Large based on the number of agents required to onboard and activate.

Webex Setup Assist for Webex Contact Center/Enterprise is mandatory for Non-Webex Contact Center certified partners and Cisco Direct deployments.

For additional information about key features for Webex Contact Center/Enterprise Setup Assist refer to the Ordering Guide.

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 the following table:

Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice.

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Definitions

“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” means the maximum quantity of Contact Center Users that are simultaneously logged in to use the Collaboration Flex Plan Contact Center software or services.

“Named Agent” means a unique Contact Center User that logs in on any given month to use the Collaboration Flex Plan Contact Center software or services.

“Port” means a logical connection point for a single voice call involving an interactive voice response function.

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