Cisco Collaboration Flex 3.0 Contact Center Data Sheet

Data Sheet

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Updated:September 8, 2025

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Updated:September 8, 2025
 

 

Cisco Collaboration Flex 3.0 Contact Center

Cisco Collaboration Flex Plan Contact Center 3.0 (Contact Center 3.0) is a subscription that offers access to Cisco Contact Center products and services with the flexibility to migrate between deployment models. AI-powered customer experience products such as Webex AI Agent and Cisco AI Assistant automate digital messaging and improve human interactions. The AI agent effortlessly guides customer interactions across voice and digital channels, ensuring personalized, consistent customer experiences 24/7. A single subscription covers software and technical support for Cisco Collaboration Flex 3.0 Contact Center and tools needed to deliver AI-powered, connected customer experiences.

Deployment models

Contact Center 3.0 provides customers the flexibility to deploy their agents in an on-premises solution and/or in the Webex® cloud—mix-and-match and transitions are possible across all deployment models. For detailed information on deployment options, refer to the “Features and benefits” section of each platform.

Table 1.        Available deployment models and platforms for Contact Center 3.0

Deployment Model

Platform

Additional Options*

Cloud

Webex Contact Center

Cisco AI Agent, Cisco AI Assistant for Webex Contact Center (AI Assistant), Inbound Voice, Interactive Voice Response (IVR) Port, preview outbound, chat and email (agent assisted), Webex Connect, Short Message Service (SMS), WhatsApp, Facebook Messenger, supervisor features

Webex Contact Center Enterprise

Inbound Voice, IVR Port, preview outbound, Webex Connect, predictive and progressive dialer, supervisor features

On-premises

Unified/Packaged Contact Center Enterprise

Inbound Voice, IVR port, preview outbound, Webex Connect (self-service channels), chat and email (agent assisted), predictive and progressive dialer, supervisor features

Unified Contact Center Express

Inbound Voice, IVR port, basic outbound, chat and email (agent assisted), predictive and progressive dialer, supervisor features

Buying models

Contact Center 3.0 offers two buying models for all deployments: a Concurrent Agent model and a Named Agent model.

     The “Concurrent Agent” license model covers 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” is a license model for each unique Contact Center user who logs in any given month to use the Webex Contact Center services. This is for Webex Contact Center only.

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

Buying Models

Standard

Premium

Concurrent Agent (all platforms)

X

X

Named Agent (Webex Contact Center only)

X

X

Agent types

Contact Center 3.0 is available in two human agent types that can be blended under the Concurrent Agent buying model. These agent types are Premium Agent and Standard Agent. Both these options are available for all offers across both cloud and on-premises deployment options. A detailed list of all features available for these agent types is available in Tables 4 and 5 – 8.

Supervisors and administrators

Please note that Supervisors and Administrators always require a Premium Agent regardless of the platform.

Additional buying considerations

Things to note when reviewing Flex Contact Center configurations.

Table 3.        Additional Contact Center 3.0 buying considerations

Buying Considerations

Descriptions

Agent flexibility

Customers are allowed to mix deployment models and agents types under a single subscription as needed.

Committed agents

In this model, customers commit to certain quantities for the duration of the subscription. This quantity is the committed agents.

For on-premises deployments, customers must modify their subscription to increase committed agent quantities to maintain compliance if usage exceeds the initial commitment.

For cloud deployments, Cisco charges based on a usage model. The committed agent quantity is the baseline that customers are charged for. However, overage allows them to use more than the committed number of agents without the need to do a subscription modification.

Agent overages

Cloud deployments allow for agent usage more than the committed agent quantity selected on the order. Agent overages are calculated each month when the total number of agents used exceeds the total number of committed agents that are purchased on the order. Excess agent usage for cloud deployments is billed monthly in arrears to the customer's reseller.

On-premises customers who exceed their license counts in their Smart Account can bring their systems back into compliance by modifying their subscription to add new licenses or by adding a second subscription to cover temporary over-consumption situations.

Webex Contact Center (WxCC)

Webex Contact Center is a cloud service that delivers comprehensive, analytics-driven contact center solutions from the Cisco® cloud infrastructure.

More information on Webex Contact Center is available here.

Table 4.        Included features for Webex Contact Center are listed below. Additional add-on features are covered in Table 9.

Features

Standard

Premium

Inbound and outbound voice

Included

Included

Intelligent skills-based routing and queuing

Included

Included

Browser-based agent desktop

Included

Included

Standard and customizable reporting

Included

Included

Touch-tone IVR (2 ports per agent)

Included

Included

IVR Text to Speech

Included

Included

Voice callback1

Included

Included

Web callback1

Included

Included

Basic outbound (preview dialing)2

Included

Included

Advanced outbound (outbound option for predictive and progressive dialing)2

Included

Included

Call recording (one month)

Included

Included

Real-time and historical reports data storage

Included

Included

Standard CRM connectors

Included

Included

Chat and email (agent assisted)

Included

Included

Webex Connect (self-service channels)

Included

Included

SMS, WhatsApp, Facebook Messenger (agent assisted)

Not Included

Included

Multi-channel reporting and analytics

Not Included

Included

Supervisor privileges (monitoring, barge-in and coaching of all agents)

Not Included

Included

1 May require services.
2 May require Campaign Management software.

Webex AI Agent

The Webex AI Agent enhances productivity by automating interactions using natural-sounding language and offering real-time assistance. The AI Agent includes capabilities to create both scripted and fully autonomous AI experiences to better assist customers. Some of the capabilities are as follows:

     Scripted and autonomous agents

     Voice and digital channels

     Question answering from knowledge bases

     Action execution with fulfillment via connect flows

     In-studio preview and testing on chat and voice

     Multi-language support

Webex AI Agent currently integrates with Webex Contact Center, Webex Contact Center Enterprise (WxCCE), Unified Contact Center Enterprise (UCCE), and Packaged Contact Center Enterprise (PCCE).

More information on Webex AI Agent is available here.

AI Agent Usage

AI Agent is purchased in ‘units,’ and usage is measured in ‘sessions.’

For voice calls, a session is defined as up to 2 minutes of connected time between an end user and a single AI Agent. For longer conversations, an additional session is counted every 2 minutes or faction thereof.

For digital interactions, a session is defined as up to 15 inbound messages from an end user to an AI Agent. For longer digital interactions, an additional session is counted for every 15 inbound messages or any fraction thereof.

Each unit provides a customer with the following capacity of sessions (mix and match is allowed).

Table 5.        AI Agent maximum session capacity per unit by Agent Type

Agent Types

Voice (Multi-modal)

Digital

Scripted

1200

4800

Autonomous

200

200

Cisco AI Assistant

AI Assistant features give agents and supervisors the context, insights, and intelligence to deliver timely, accurate responses that improve customer satisfaction, loyalty, and lifetime value. Built on Cisco’s AI platform and designed specifically for Webex Contact Center, these features support and empower busy agents and supervisors to achieve their business results more quickly, easily, and with reduced stress. More information on AI Assistant and specific use cases and features available as part of this offer is available here.

AI Assistant Usage

AI Assistant usage can be a mixture of voice minutes and/or digital sessions between an end user and a single agent. The usage is pooled across all agents/supervisors in the organization.

AI Assistant is purchased as “units.” Each unit provides a customer with up to 2000 minutes of voice or 1000 digital sessions or a proportional mix.

For digital sessions, a session is defined as up to 15 inbound messages to an agent from an end user. For longer digital interactions, an additional session is counted for every 15 inbound messages or any fraction thereof.

Cisco AI Assistant currently integrates with Webex Contact Center.

Webex Contact Center Enterprise (WxCCE)

Webex Contact Center Enterprise delivers the advanced capabilities of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal with all the benefits of cloud computing in a Cisco owned and managed Data Center. Webex CCE provides a comprehensive, customizable, highly secure cloud solution to meet the complex needs of the world's largest contact centers.

It is extensible via open APIs and add-on options and backed by Webex's renowned security and support. Webex Contact Center Enterprise opens a path to the cloud for even the most business-critical contact centers.

More information on Webex Contact Center Enterprise product is available here.

Table 6.        Included features for Webex Contact Center Enterprise3

Feature

Standard

Premium

Inbound and outbound voice

Included

Included

Intelligent skills-based routing and queuing

Included

Included

Browser-based agent desktop (Finesse)

Included

Included

Standard and customizable reporting (CUIC)

Included

Included

Touch-tone IVR (CVP – 1 port per agent ordered)

Included

Included

Real-time and historical reports data storage

Included

Included

Voice callback4

Included

Included

Web callback4

Included

Included

Basic outbound (preview dialing)5

Included

Included

Cisco Unified Contact Center Management Portal (CCDM)

Included

Included

High-availability platform

Included

Included

Webex Connect

Included

Included

Predictive and progressive dialer

Not Included

Included

Advanced outbound (outbound option for progressive and predictive dialing)5

Not Included

Included

Email and web chat media

Included

Included

Supervisor privileges (monitoring, barge-in, and coaching of all agents)

Not Included

Included

Administration portal

Included

Included

Infrastructure as a Service (IaaS) add-on, virtual CPU, virtual memory, and Solid State Disk Drive (SDD) memory6

Optional

Optional

3 When ordering Webex Contact Center Enterprise, a one-time order for Core Build Services for primary geographic location and (any) remote geographic locations are required. The Core Build Service must be ordered with initial order.
4 May require services.
5 May require Campaign Management software.
6 IaaS add-ons are for customers who will bring their own contact center software applications that they wish to have hosted in the Webex Contact Center Enterprise Data Center. Add-ons are charged by the number of 2.6 GHz Virtual CPU, Virtual CPU memory, and SDD Memory. Memory (both CPU and SDD) can be distributed across virtual CPUs used. Customer must provide the Operating System for the application and backup of the application. Customer or customer’s partner is responsible for any other third-party software (such as Database) installation, entitlement, management, support, and availability of the application.

On-premises deployment options

Cisco Unified Contact Center Enterprise (Unified CCE)

Cisco Unified Contact Center Enterprise (Unified CCE) is a highly customizable, omni-channel solution for service providers, outsourcers, and large enterprises. Using detailed contact and agent data, it intelligently routes customers to the best resources, enabling agents to deliver personalized, efficient service. Unified CCE features Cisco Unified Intelligence Center for reporting, Cisco Finesse® for a modern agent desktop, and distributed fault tolerance for reliability. Integration with Webex Connect adds robust digital engagement for both self-service and agent-assisted channels. Unified CCE supports up to 36,000 agents; Webex Connect for self-service digital channels is available with additional usage charges.

More information on Unified Contact Center Enterprise product is available here.

Table 7.        Available features for Unified Contact Center Enterprise

Features

Standard

Premium

Inbound and outbound voice

Included

Included

Intelligent skills-based routing and queuing

Included

Included

Browser-based agent desktop (Finesse)

Included

Included

Standard and customizable reporting (Cisco Unified Intelligence Center [CUIC])

Included

Included

Touch-tone IVR (Customer Voice Portal [CVP] – 1 port per agent ordered)

Included

Included

Call recording

Optional

Optional

Voice callback7

Included

Included

Web callback7

Included

Included

Basic outbound (preview dialing)8

Included

Included

Cisco Unified Contact Center Management Portal (CCMP)

Included

Included

Task routing APIs for universal queuing

Included

Included

High-availability platform

Included

Included

Advanced outbound (outbound option for predictive and progressive dialing)8

Not Included

Included

Email and Web chat media

Not Included

Included

Supervisor privileges (monitoring, barge-in and coaching of all agents)

Not Included

Included

7 May require services.
8 May require Campaign Management software.

Cisco Packaged Contact Center Enterprise (Packaged CCE)

Cisco Packaged Contact Center Enterprise (Packaged CCE) delivers an enterprise-class contact center in an easy-to-deploy, prepackaged model. It simplifies ordering, deployment, and management while reducing sales cycles and offering cost advantages. Packaged CCE includes Cisco Unified Communications Manager, Unified Customer Voice Portal, and Unified CCE (with built-in chat, email, reporting, and the Cisco Finesse agent desktop). It supports up to 12,000 agents. Webex Connect for self-service digital channels is available with additional usage charges.

More information on PCCE is available here.

Table 8.        Available features for Packaged Contact Center product Enterprise

Feature

Standard

Premium

Inbound and outbound voice

Included

Included

Intelligent skills-based routing and queuing

Included

Included

Browser-based agent desktop (Finesse)

Included

Included

Standard and customizable reporting (CUIC)

Included

Included

Touch-tone IVR (CVP – 1 port per agent ordered)

Included

Included

Call recording

Optional

Optional

Voice callback9

Included

Included

Web callback9

Included

Included

Basic outbound (preview dialing)10

Included

Included

Task routing APIs for universal queuing

Included

Included

High-availability platform

Included

Included

Advanced outbound (outbound option for predictive and progressive dialing)10

Not Included

Included

Email and Web chat media

Not Included

Included

Supervisor privileges (monitoring, barge-in and coaching of all agents)

Not Included

Included

Additional CVP Ports

Optional

Optional

9 May require services.
10 May require Campaign Management software.

Unified Contact Center Express (UCCX)

Cisco Unified Contact Center Express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and Interactive Voice Response (IVR) ports that are easy to deploy and manage. This omnichannel solution is ideal for formal and informal small to medium-size contact centers.

More information on UCCX product is available on the here.

Table 9.        Available features for Unified Contact Center Express

Feature

Standard

Premium

Inbound and outbound voice

Included

Included

Intelligent skills-based routing and queuing

Included

Included

Browser-based agent desktop (Finesse)

Included

Included

Standard and customizable reporting (CUIC)

Included

Included

Touch-tone IVR (2 ports per agent)

Included

Included

Call recording

Optional

Optional

Voice callback11

Included

Included

Web callback11

Included

Included

Basic outbound (preview dialing)12

Included

Included

High-availability platform

Included

Included

Advanced outbound (outbound IVR for predictive and progressive dialing)12

Not Included

Included

Email and web chat media

Not Included

Included

Supervisor privileges (monitoring, barge-in and coaching of all agents)

Not Included

Included

11 May require services.
12 May require Campaign Management software.

Webex Workforce Optimization

Webex Workforce Optimization transforms a contact-center supervisor’s experience, giving them access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering exceptional customer experiences.

The powerful Webex Workforce Optimization suite of applications includes: 

     Workforce Management

     Quality Management 

     Analytics

More information on Webex Workforce Optimization is available here.

Contact center add-on options

The following table outlines various optional add-ons that are available for each Cisco Contact Center product.

Table 10.     Add-ons for contact center offers

Available add-on

Webex CC

Webex CCE

UCCE / PCCE

UCCX

Cisco AI Assistant

+

N/A

N/A

N/A

Webex AI Agent

+

+

+

N/A

Additional recording storage

+

N/A

N/A

N/A

Webex Campaign Management

+

N/A

N/A

N/A

Agent Campaign Management (outbound campaigns) – Legacy

+

N/A

N/A

N/A

IVR Campaign Management (outbound campaigns)

+

N/A

N/A

N/A

Basic Quality Management

+

+

+

+

Quality Management

+

+

+

+

Basic Workforce Management

+

+

+

+

Workforce Management

+

+

+

+

WFO Analytics with Transcription13

+

+

+

+

Enterprise Analytics

+

+

+

+

WFO Bundle13

+

+

+

+

WFO Storage

+

+

+

+

WFO Call Recording

+

+

+

+

WFO Insights

+

+

+

+

Google CCAI

+

N/A

N/A

N/A

Bring Your Own Virtual Agent

+

+

+

N/AN

Webex Contact Center PSTN (USA + Canada)

+

N/A

N/A

N/A

13WFO Bundle cannot be mixed with a-la-carte Quality Management, Workforce Management, WFO Analytics, and WFO Analytics with Transcription.
+ Paid add-on

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 provides technical support in three tiers: Basic, Solution Support, and Premium.

Basic Support includes 24/7 phone support with a 60-minute response time, access to the Cisco Technical Assistance Center (TAC), Knowledge Base, and software updates and upgrades. Basic Support is included with any Cisco Collaboration Flex Plan subscription booked through a Webex Contact Center Certified Partner; it is not available through noncertified partners.

Solution Support adds 24/7 phone support with a 30-minute response time, a dedicated support team, multivendor coordination, and limited Webex Contact Center MACD guidance, along with all Basic Support features.

Premium Support offers all Solution Support features plus 24/7 phone support with a 15-minute response time, dedicated Cisco technical experts, personalized support to minimize disruptions, escalation and incident management, technical enablement guidance, business and technical reviews, and advanced Webex Contact Center MACD support.

Table 11.     Key features

Key Features

Basic Support

Solution Support

Premium Support

Software updates, Knowledge Base

Included

Included

Yes

Cisco Technical Assistance Center (TAC) for incident remediation

Included

-

-

Dedicated Solution Support team

-

Included

Included

Multivendor support coordination

-

Included

Included

Monthly business and technical review

-

-

Included

Monthly business consultation from experts

-

-

Included

Assistance and guidance for lifecycle enablement

-

-

Included

Designated Cisco technical experts as trusted advisors

-

-

Included

Escalation management for Severity 1 and 2

-

-

Included

MACD guidance (limited)*

-

Included

Included

MACD guidance (Advanced)*

-

-

Included

*MACD Guidance is available only for Webex Contact Center, and is not available for On Prem or Enterprise deployment options.

Webex Contact Center/Enterprise Setup Assist

Webex Contact Center Setup Assist and Webex Contact Center Enterprise Setup Assist services are available to help customers with initial setup and configuration, agent activation, training, and more. These services are mandatory for non-Webex Contact Center–certified partners and Cisco Direct deployments. For detailed scope, packages, pricing, and ordering information, refer to the Cisco Collaboration Flex 3.0 Contact Center 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:

Sustainability topic

Reference

Information on product material content laws and regulations

Materials

Information on electronic waste laws and regulations, including products, batteries, and packaging

WEEE compliance

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” Named Agent” means a unique Contact Center User that logs in on any given month to use the Webex Contact Center services. This model is currently available for Webex Contact Center only.

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

Document history

New or Revised Topic

Described In

Date

Add Webex Campaign Management

Contact center add-on options

July 2025

Add expanded WFO options

Webex Workforce Optimization section and Table 10

June 2025

Add AI Agent

Webex Contact Center section

March 2025

Add AI Assistant

Webex Contact Center section

February 2025

IVR Text to Speech

Table 9

June 2024

 

 

 

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