Cisco Collaboration Flex 3.0 Contact Center Data Sheet

 

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

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

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

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.

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

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

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

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

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

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

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

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:

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.

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