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.
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 is available for the Concurrent Agent buying model. One subscription covers software and technical support for Cisco Collaboration Flex Plan Contact Center.
You have the flexibility to transition agent(s) among on-premises, hosted and cloud deployments and choose the platform that best fits your needs. See the Table 1 and the Features and Benefits section of each platform for more information on the deployment options for Cisco Collaboration Flex Plan Contact Center.
Table 1. Available deployment models and platforms for Cisco Collaboration Flex Plan Contact Center
| Deployment Model |
Platform |
Additional Options* |
| Cloud |
Cisco Webex Contact Center |
(for Webex Contact Center) Additional Recording Storage, Workforce Optimization (WFO), Campaign Management |
| + |
+ |
|
| Cisco Webex Contact Center Enterprise |
(for Webex Contact Center Enterprise) Infrastructure as a Service |
|
| On-premises |
Unified Contact Center Enterprise (UCCE) |
UCCE Customer Voice Portal (CVP) IVR Port |
| + |
+ |
|
| Packaged Contact Center Enterprise (PCCE) |
PCCE Customer Voice Portal (CVP) IVR Port |
|
| + |
|
|
| Contact Center Express (UCCX) |
|
|
| Hosted |
Hosted Collaboration Solution for Contact Center (HCS-CCE) |
HCS-CCE Customer Voice Portal (CVP) IVR Port |
| + |
|
|
| Hosted Contact Center Express (HCS-CCX) |
|
Cisco Collaboration Flex Plan Contact Center is only available in a Concurrent Agent buying model for all three deployment models based on a monthly agent commitment.
The on-premises and Hosted Contact Center Express (HCS-CCX) technologies that do not contain the overage feature require a subscription change to increase the agent count. For all other 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 and any usage in excess of the committed quantities will be billed as overage.
Upon reasonable request from Cisco, you will assist and make information available to Cisco to facilitate verification of the number of SaaS or Software licenses that you have installed, accessed, deployed or activated.
Table 2. Available buying models on the Cisco Collaboration Flex Plan Contact Center
| Buying Models |
Premium |
Standard |
| Concurrent Agent |
Yes |
Yes |
| Named Agent |
Yes |
Yes |
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
| Agent Types |
Cloud (Webex Contact Center and Webex Contact Center Enterprise) |
On-premises |
Hosted |
| Standard Agent |
X |
X |
X |
| Premium Agent |
X |
X |
X |
Table 4. Agent type descriptions on the Cisco Collaboration Flex Plan Contact Center
| Agent Types |
Description |
| Standard Agent |
Standard Agent provides essential functionality to voice-only call centers with typical or sophisticated needs. Standard Agent functionality includes browser based agent desktop, inbound and outbound voice, call recording (Webex Contact Center only), touch-tone IVR, web and voice callbacks, and standard CRM connectors. |
| Premium Agent |
Premium Agent includes all Standard Agent features and adds omnichannel communication such as chat and email, multi-channel reporting and analytics, and supervisor monitoring and barge-in for all types of agents. * May require Campaign Management add-on |
Table 5. Additional Cisco Collaboration Flex Plan Contact Center agent type considerations
| Agent Type Capabilities and Considerations |
Descriptions |
| Agent flexibility |
Within a single subscription, mixing is allowed between all deployment models and agent types. |
| Committed agents |
This is applicable for Webex Contact Center, Webex Contact Center Enterprise and Cisco Hosted Collaboration Solution for Contact Center (HCS-CCE). Cisco charges based on a usage model. You have the option to pay for a committed quantity of agents on the order. The committed agent quantity will be used to determine your excess agent usage for each month. |
| Agent overages1 |
Cloud and Hosted CCE solutions allow for agent usage in excess of 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 purchased committed agents on the order. On a monthly basis, Cisco will bill your reseller for excess usage for the agents used in excess of the number of committed agents on the order. |
| Maximum cloud provisioned users |
Under the cloud deployment, you are allowed a maximum number of users capable of being provisioned. Cisco and your reseller configure this value. Contact your reseller if your capacity needs to be increased. |
For each Cisco Collaboration Flex Plan 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 (UCCE)
| On-Premises Agent Platform |
Descriptions |
|
| Unified Contact Center Enterprise (UCCE) |
UCCE segments customers, monitors resource availability, and delivers each contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related data, such as dialed number and calling-line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills, attributes and availability, IVR status, and queue lengths. More information on UCCE is available per the Unified Contact Center Enterprise page |
|
| 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 (CUIC) |
Included |
Included |
| Touch-tone IVR (CVP – 1 Primary and 1 Redundant port per agent ordered) |
Included |
Included |
| Call recording (one month) |
Optional |
Optional |
| Voice callback2 |
Included |
Included |
| Web callback2 |
Included |
Included |
| Basic outbound (preview dialing)3 |
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)3 |
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 |
Table 7. Available platforms for on-premises Cisco Collaboration Flex Plan Contact Center: Packaged Contact Center Enterprise (PCCE)
| On-Premises Agent Platform |
Descriptions |
|
| Packaged Contact Center Enterprise (PCCE) |
PCCE delivers a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels in an enterprise-class contact center in a prepackaged deployment model. More information on PCCE is available per the Packaged Contact Center Enterprise page |
|
| 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 Primary and 1 Redundant port per agent ordered) |
Included |
Included |
| Call recording (one month) |
Optional |
Optional |
| Voice callback4 |
Included |
Included |
| Web callback4 |
Included |
Included |
| Basic outbound (preview dialing)5 |
Included |
Included |
| Task Routing APIs for universal queuing |
Included |
Included |
| High availability platform |
Included |
Included |
| Advanced outbound (outbound option for predictive and progressive dialing)5 |
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 |
Table 8. Available platforms for on-premises Cisco Collaboration Flex Plan Contact Center: Contact Center Express (UCCX)
| On-Premises Agent Platform |
Descriptions |
|
| Contact Center Express (UCCX) |
UCCX delivers a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels. More information on UCCX is available per the Contact Center Express page |
|
| 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 (one month) |
Optional |
Optional |
| Voice callback6 |
Included |
Included |
| Web callback6 |
Included |
Included |
| Basic outbound (preview dialing)7 |
Included |
Included |
| High availability platform |
Included |
Included |
| Advanced outbound (outbound IVR for predictive and progressive dialing)7 |
Not Included |
Included |
| Email and Web chat media |
Not Included |
Included |
| Supervisor privileges (monitoring, barge-in and coaching of all agents) |
Not Included |
Included |
Table 9. Available platforms for Hosted Cisco Collaboration Flex Plan Contact Center: Hosted Collaboration Solution for Contact Center (HCS-CCE)
| Hosted Agent Platform |
Descriptions |
|
| Hosted Collaboration Solution for Contact Center (HCS-CCE) |
HCS-CCE delivers the advanced capabilities of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal with all the benefits of cloud computing. More information on HCS-CCE is available per the Hosted Contact Center Enterprise page |
|
| 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 Primary and 1 Redundant port per agent ordered) |
Included |
Included |
| Real-Time and Historical Reports Data Storage |
Included |
Included |
| Voice callback8 |
Included |
Included |
| Web callbacks |
Included |
Included |
| Basic outbound (preview dialing)9 |
Included |
Included |
| Cisco Unified Contact Center Management Portal (CCDM) |
Included |
Included |
| Task Routing APIs for universal queuing |
Included |
Included |
| High availability platform |
Included |
Included |
| Advanced outbound (outbound option for predictive and progressive dialing)9 |
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 |
Table 10. Available platforms for Hosted Cisco Collaboration Flex Plan Contact Center: Hosted Contact Center Express (HCS-CCX)
| Hosted Agent Platform |
Descriptions |
|
| Hosted Contact Center Express (HCS-CCX) |
HCS-CCX delivers Cisco Contact Center Express in a secure, highly available, and easy-to-deploy customer interaction management solution. More information on HCS-CCX is available per the Hosted Contact Center Enterprise page |
|
| Feature |
Standard |
Premium |
| Inbound and Outbound Voice |
Included |
Included |
| Intelligent skills based routing and queuing |
Included |
Included |
| Browser based agent desktop (Finesse) |
Included |
Included |
| Interactive Voice Response (IVR) and self-service |
Included |
Included |
| Cisco Outbound IVR |
Not Included |
Included |
| High Availability |
Included |
Included |
Table 11. Available platforms for Cloud Cisco Collaboration Flex Plan Contact Center: Webex Contact Center
| Cloud Agent Platform |
Description |
|
| Webex Contact Center |
Webex Contact Center is a native-cloud service that delivers comprehensive, analytics-driven contact center solutions from Cisco’s cloud infrastructure. More information on Webex Contact Center is available on the Webex Contact Center page |
|
| 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 |
| Voice callback10 |
Included |
Included |
| Web callback10 |
Included |
Included |
| Basic outbound (preview dialing)11 |
Included |
Included |
| Call recording (one month) |
Included |
Included |
| Real-time and historical reports data storage |
Included |
Included |
| Standard CRM connectors |
Included |
Included |
| Multi-channel reporting and analytics |
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 recording storage |
Optional |
Optional |
| Campaign Management (outbound campaigns) |
Optional |
Optional |
| Quality Management |
Optional |
Optional |
| Workforce Management |
Optional |
Optional |
| WFO Analytics12 |
Optional |
Optional |
| WFO Analytics with Transcription12 |
Optional |
Optional |
| WFO Bundle12 |
Optional |
Optional |
| WFO Storage |
Optional |
Optional |
| WFO Call Recording |
Optional |
Optional |
Table 12. Available platforms for Cloud Cisco Collaboration Flex Plan Contact Center: Webex Contact Center Enterprise13
| Hosted Agent Platform |
Descriptions |
|
| Webex Contact Center Enterprise (Webex CCE) |
Webex CCE 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. Included with Webex CCE is management of customer owned CUCM for the contact center agents. Customers owned licenses can be an Enterprise Agreement, Flex Premise CUCM, or Perpetual CUCM licenses. |
|
| 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 Primary and 1 Redundant port per agent ordered) |
Included |
Included |
| Real-time and historical reports data storage |
Included |
Included |
| Voice callback14 |
Included |
Included |
| Web callback14 |
Included |
Included |
| Basic outbound (preview dialing)15 |
Included |
Included |
| Cisco Unified Contact Center Management Portal (CCDM) |
Included |
Included |
| High availability platform |
Included |
Included |
| Advanced outbound (outbound option for progressive dialing)16 |
Not Included |
Included |
| Email and web chat media |
Not 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) Memory16 |
Optional |
Optional |
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.
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.
Cisco offers technical support services covering the areas of problem resolution, customer success and adoption, and designated support management in three service tiers: Basic, Enhanced and Premium. Basic Support is included with any Cisco Collaboration Flex Plan subscription at no additional cost for the duration of your subscription. Under Basic Support you are entitled to unlimited 24x7 access to technical support in English for break/fix issues via phone, web, or email within one business day for lower-severity cases, and within a 60-minute initial response time for severity 1 and 2 cases. Your Basic Support includes access to the knowledge base as well as all software updates and upgrades during the term of your subscription. Enhanced and Premium Support is also available at an additional cost. For more information about Basic, Enhanced, and Premium Support, please go to the Services Description for Cisco Software Support Services.
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 |
|
| Information on electronic waste laws and regulations, including products, batteries, and packaging |
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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“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 in 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.