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 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.
You have the flexibility to transition agent(s) from on-premises to 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
Deployment Model |
Platform |
Additional Options* |
Cloud |
Webex® Contact Center |
(for Webex by Cisco Contact Center) 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 |
(for Webex Contact Center Enterprise) Inbound Voice, IVR Port, preview outbound, Webex Connect, predictive and progressive dialer, supervisor features |
|
On-premises |
Contact Center Enterprise (Unified/Packaged) |
Inbound Voice, IVR port, preview outbound, Webex Connect (self-service channels), chat and email (agent assisted), predictive and progressive dialer, supervisor features |
Contact Center Express |
Inbound Voice, IVR port, basic outbound, chat and email (agent assisted), predictive and progressive dialer, supervisor features |
Collaboration Flex 3.0 Contact Center offers a Concurrent Agent buying model with Standard and Premium agent types for all platforms. Supervisors for all platforms require a Premium Agent type. You may mix both Standard and Premium Agent types in your subscription.
Webex Contact Center also offers a Named Agent buying model with Standard and Premium agent types. Supervisors for all platforms require a Premium Agent type. You may mix both Standard and Premium Agent types in your subscription, though you may not mix Named and Concurrent Agent buying models.
The on-premises deployment does not have overage SKUs available. 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 overconsumption. For cloud deployment models, the overage feature is included with the product, and overage SKUs will automatically be added to the subscription. Usage for products that include overage will be reported on a monthly basis and billed in arrears.
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 |
Cisco Collaboration Flex Plan Contact Center is available in two agent types that can be blended 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 |
Standard Agent |
X |
X |
Premium Agent |
X |
X |
Table 4. Agent type descriptions on the Cisco Collaboration Flex 3.0 Contact Center
(see tables 6 – 10 for cloud and on-premises platform specifics)
Agent Types |
Description |
Standard Agent |
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 Customer Relationship Management (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 3.0 Contact Center agent type considerations
Agent Type Capabilities and Considerations |
Descriptions |
Agent flexibility |
Within a single subscription, mixing is allowed among all deployment models and agent types. |
Committed agents |
This is applicable for Webex Contact Center and Webex Contact Center Enterprise. 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 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. Overage SKUs are now same price and discount as committed SKUs. |
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.
For each Cisco Collaboration Flex 3.0 Contact Center agent, you will designate one of two deployment models: hosted in Cisco’s cloud infrastructure (Webex Contact Center and Webex Contact Center Enterprise) or deployed on-premises (Unified Contact Center Express, Packaged Contact Center Enterprise, and Unified Contact Center Enterprise). Please refer to the following tables for platform specific feature capabilities.
Table 6. Available platforms for on-premises Cisco Collaboration Flex Plan Contact Center: Unified Contact Center Enterprise
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. Webex Connect may be included for self-service digital channels with applicable, additional usage charges. 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 (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 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 |
Table 7. Available platforms for on-premises Cisco Collaboration Flex Plan Contact Center: Packaged Contact Center Enterprise
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. Webex Connect may be included for self-service digital channels with applicable, additional usage charges. 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 port per agent ordered) |
Included |
Included |
Call recording |
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
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 on 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 |
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 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 the Cisco 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 |
IVR Text to Speech |
Included |
Included |
Voice callback10 |
Included |
Included |
Web callback10 |
Included |
Included |
Basic outbound (preview dialing)11 |
Included |
Included |
Advanced outbound (outbound option for predictive and progressive dialing)11 |
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 |
Additional recording storage |
Optional |
Optional |
Agent Campaign Management (outbound campaigns) |
Optional |
Optional |
IVR Campaign Management (outbound campaigns) |
Optional |
Optional |
Quality Management |
Optional |
Optional |
Workforce Management |
Optional |
Optional |
Workforce Optimization (WFO) Analytics12 |
Optional |
Optional |
WFO Analytics with Transcription12 |
Optional |
Optional |
WFO Bundle12 |
Optional |
Optional |
WFO Storage |
Optional |
Optional |
WFO Call Recording |
Optional |
Optional |
WFO Insights |
Optional |
Optional |
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
Cloud 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 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 |
Webex Connect |
Included |
Included |
Predictive and progressive dialer |
Not Included |
Included |
Advanced outbound (outbound option for progressive and predictive dialing)15 |
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) 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, 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
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 |
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:
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 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.
New or Revised Topic |
Described In |
Date |
Advanced Outbound, IVR Campaign Management, WFO Insights |
October 2024 |
|
IVR Text to Speech |
June 2024 |