Togo Bolivia Webex Contact Center Enterprise is a multi-instance solution that also benefits from the underlying features in the multi-tenant Webex Platform for Contact Center. Product overview. Every contact center has a unique set of business goals and technology requirements, and one solution doesnt always fit all, even if it is in the cloud. Virgin Islands (British) After you agree to upgrade to the new platform, you are enrolled in the upgrade program and the upgrade feature is enabled Ireland Access the user profile on the new platform and set the access rights to All. Voiceas Enterprise Voice Assistant (EVA) is bringing advanced speech recognition and transcription directly into the contact center, creating more intelligent moments between agents and their customers, streamlining call wrap-up, and enabling better agent training and coaching, among many other benefits. Kenya Move the contact flows (Telephony, Chat, and Email) from the legacy platform to the new platform according to your cutover According to a global survey conducted by Cisco this summer, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. South Africa Product overview. Albania This robust cloud contact center solution scales to tens of thousands of agents and provides a practical low-disruption path to the cloud, combining scalability, feature depth, and security. Ethiopia Features Bosnia and Herzegovina This is determined by the number of agents, and there are two support costs to consider. The screen displays the upgrade progress. With Webex, T-Mobile was able to fine-tune their call routing to make sure they efficiently connected each customer with the right agent. You can click View status to display the Pre-Upgrade Setup screen again. Brit/Indian Ocean Terr. It used to be that the total number of call paths available to the organization would be the limiting factor. The Contact Center page shows the upgrade status. If you use the Workforce Optimization or Campaign Management features, work with Cisco Solution Assurance to update configurations Global availability. Bahrain card, select Hungary Well be your partner in great customer service. Iran Denmark Were excited about the possibilities these technologies are bringing to our customers, enabling them to transform their contact centers from cost centers to those which enable rich customer journeys powered by the cloud and data intelligence, empowering super agents augmented by AI, and connecting teams of experts to drive better customer experiences. Either reuse the queues and teams that were copied from the legacy platform or create new queues and teams as required. As a multi-tenant offering, it provides the feature velocity and innovation that companies desire when they look to the cloud. 7 Things Weve Learned Helping Companies Move to WebEx Contact Center. Designed for the needs of large and sophisticated enterprises, Webex Contact Center Enterprise is Cisco owned, managed, operated in our own data centers . Webex collaboration tools help connect the dots between your agents, your experts, third-party SMEs and your customers so your teams can offer excellent customer service, every time. Our Webex portfolio delivers the most complete collaboration suite of cloud calling, meetings, collaboration and contact center solutions with world-class devices and headsets. France Sao Tome/Principe IDC: Redefining CX with Cloud & AI Enabled Contact Centers, UK Contact Centers: Winning in The New Normal, I agree to the terms, conditions and privacy policy, Nun CIVR: 6 Most Frequent Conversational IVR Questions, 5 Challenges That The Back-Office Operations Face (Solved), How to Use Customer Journey Orchestration Platform for Customer Experience Optimization, 4 Ways CJO Optimizes CX in Telecom Industry, The Role Of Conversational IVR In The Banking Industry. Makes call recordings from the legacy platform accessible from the Recording Management application on the new platform. Antarctica CloudCherry is an AI-based customer experience management (CEM) solution which brings voice of the customer (VOC) and journey mapping capabilities directly into the customer experience. Thailand Upgrade from Webex Contact Center 1.0 to Webex Contact Center, Small business account management (paid user), Cisco Webex Contact Center Setup and Administration Guide, Move a Dial Number from the Legacy Platform to the New Platform, Move a Chat Flow from the Legacy Platform to the New Platform, Move an Email Flow from the Legacy Platform to the New Platform, Move the Dialed Number from the New Platform to the Legacy Platform, Move the Chat Flow from the New Platform to the Legacy Platform, Move the Email Flow from the New Platform to the Legacy Platform. Djibouti It can reduce complexity and expense and enhance productivity to lower the Total Cost of Ownership (TCO). Create a routing strategy for the restored EP using the new flow script. Czech Republic Marshall Islands Configure post-call surveys and initiate them over IVR when agents end the calls in the Webex Contact Center Agent Desktop. You need to move an existing Chat Template Entry Point (EP) combination from the legacy platform to the new platform. Monaco Post-Upgrade Cleanup: After youre comfortable with the new platform and dont need access to the legacy platform resources, you must perform a between the two platforms. Tunisia Portugal The Pre-Upgrade Setup copies the tenant configurations from the legacy platform to the new platform automatically. . Webex Contact Center Desktop brings your business the flexibility, and agility of cloud with the security and global scalability you have come to expect from Cisco. Senegal Software support enables direct contact-to-tech support with guaranteed response time. Brazil Webex Cloud Contact Center | Hackathon: Build a Voice Flow in Under 30 Minutes. This field is applicable only for OEM customers. Makes Analyzer data from the legacy platform accessible from the Analyzer application on the new platform. You can Antigua and Barbuda Viet Nam To learn more about Webex Contact Center, read our eBook. Cisco PSTN: Select this option to continue to use the Cisco PSTN. displayed. Experience our all-in-one, cloud-based contact center solution using artificial intelligence and machine learning to provide insightful direction for agents and more engaged users. Webex Contact Center Enterprise is a Cloud contact center for large enterprises. You can When its down, you may lose money or customers. Reunion Moldova During the upgrade process, you can use the Call Monitoring application on the legacy platform to monitor agents on the legacy If unexpected failures happen, you can move back to the legacy platform. Webex Contact Center for simplicity. After you start the upgrade, you cant stop or revert the changes. We raise a request with the OEM to update the integration URLs for your account and test the integration features for proper Delete the Chat EP. Maldives Before you start an upgrade, process any updates to your subscription. Group Call Management. Cuba call recordings of the new platform. Central African Republic Let customers connect their way with a digital-first, next-generation platform. Fiji Cte d'Ivoire Management Portal on the legacy and new platforms. One way to determine the number of IVR ports is to use a multiplier of the number of agents that will be logged in. American Samoa Why is Cisco's investment in South Korea important? Webex Contact Center is an omnichannel contact center-as-a-service (CCaaS) is now available in Saudi Arabia for any size contact center that delivers enriched customer journeys, all powered by the cloud and data intelligence, driving faster and more personalized customer experiences. Existing Virtual Agent Templates on Control Hub are available for Chat contacts. Calls can't be transferred from one platform to the other. Vanuatu Test to ensure that the email address routes to the new platform. Before you start this task, ensure that you perform the upgrade when the old platform has low usage. Bahamas Jersey Kyrgyzstan Mozambique Paraguay Tonga Click 3: Click New > Virtual Agent > Virtual Agent . South Georgia and the South Sandwich Islands This cleanup reclaims all the resources on the old platform, deletes the configuration, and completes the upgrade. After the Pre-Upgrade Setup is complete, you cant create the following objects on the Management Portal of the legacy platform Customers can track, measure, and analyze the customer journey, well before and after the contact center interaction. If you are doing a new contact center, we would encourage you to consider the cloud PSTN option as it provides the greatest flexibility as your system grows. Validate Bulgaria Move the Chat flows from the legacy platform to the new platform. Slovak Republic Our monthly newsletter, The Collaboratory, features fresh insights from collaboration experts, plus tips & trends, new product announcements, and the latest on the biggest events of the year. It is extensible via open APIs and add-on options and backed by Webex's renowned security and support. Log out agents who will move back to the legacy platform. If you run out of IVR ports or they are all filled up with callers, the next caller will get a busy signal. Poland French Guiana Andorra Add the flow scripts to business-appropriate routing strategies. Saint Martin Cook Islands Just pick a time that's convenient for you. Every named user created in the system has a unique identity and counts as one license. Pakistan New Zealand New New Era Technology's managed services, cloud, collaboration, data networking, security solutions help more than 14,500 worldwide customers adapt to a rapidly changing digital world, increase productivity and enhance learning experiences. Mauritius Spain All Rights Reserved. for your tenant. Move the Chat flow from the new platform to the legacy platform. As best practice, export the existing DN to EP mappings for a record. Honduras When setting up the new platform, updates to Agent Viewable Statistics in agent profiles for agents on the legacy platform Test to ensure that chats route to the new platform. In the One of the tools that will be enabling the brighter future of CX is the cloud contact center, such as Webex Contact Center (also known as CCaaS - cloud contact center as a service). If necessary, make separate updates to the And while the shift to cloud is undeniable and accelerating in the contact center space, enterprise adoption remains paltry relative to the larger market, as the largest and most complex contact centers continue to wait for a global, secure, scalable, and reliable solution from a stable cloud leader and brand they can trust. Laos desktop on the legacy platform. Isle of Man El Salvador What is a cloud contact center? Malawi Pricing will vary, but this table should provide a general idea of what an implementation may cost for a new 40-agent contact center. Azerbaijan Move the contact flows (Telephony, Chat, and Email) from the legacy platform to the . We have received your submission and we will be in touch soon. Define the Call Distribution block in the identified queues to the required teams. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Center's best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without . Namibia Built on the open and flexible Webex Platform for Contact . Do the following: Assign agents to teams and assign appropriate agent, multimedia, and skill profiles to the agents. creates the agents on the new platform, but they are disabled for Contact Center access. page, click To use cloud services on-premises in a hybrid manner, you need to register via (or on) Cloud Connect from Cisco Webex Control Hub. Solomon Islands Zimbabwe. During the Pre-Upgrade Setup, the system For more information, see Move the Email Flow from the New Platform to the Legacy Platform. for these features. Each customer interaction including voice, email and chat are unified. Cloud contact centers provide a tremendous amount of flexibility, allow you to scale up quickly when needed and locate your agents anywhere, all without the pain of maintaining the hardware and software that goes with a traditional on-premise contact center. Benin This robust cloud offer has been created in response to overwhelming demand from our existing customers and the broader market, for a Cisco owned and operated cloud solution that matches the maturity and sophistication of our on-premises Unified Contact Center Enterprise solution, at Ciscos unparalleled standards for secure global scale and reach. You can move an existing Dialed Number (DN) Entry Point (EP) combination from the legacy platform to the new platform. While the Pre-Upgrade setup workflow is executing, do not make any configuration changes on the Management Portal of the legacy The Pre-Upgrade Setup workflow performs the following tasks: Ensures that the existing tenant settings are carried forward during upgrade. The dashboard Agent State Data Realtime displays platform-specific data. . Finland The OEM customer subscribes to a Contact Center AI-powered by Google Cloud (CCAI) account to use voice bots and chat bots from Cisco-created Google Cloud Projects (GCP). The Webex Platform for Contact Center is a multi-tenant solution that is the under-pinning of both contact center offerings. Sweden Malaysia As a result, its imperative that it be operational and given high priority. During the upgrade process, the Recording Management application on the Management Portal of the legacy platform displays Todays lightning speed competitive business environment requires contact centers to think outside the box in delivering new and innovative ways to win and retain customers. Mark Contact Center Enabled as No for the agents who need to move to the legacy platform. New Platform Setup: In this stage, you configure and start using the new platform. on the new platform. Please select Create a routing strategy for this Chat EP that routes contacts to the required queues. This allows customer organizations to maximize resources and respond quickly to changing conditions. The following table describes your PSTN options. , select Costa Rica Well be your collaborator too. St. Helena Spain Curacao Angola This solution is ideal for small and midsize companies due to its agile cloud-native design, intuitive agent desktop, common universal queueing and routing, Bot self-service, IVR, customer journey analytics, pre-built business app connectors, and its deep integration with Webex Calling for high quality calling and ease of management. the other platform. (Optional) Click Continue in background to exit the Pre-Upgrade Setup wizard. Test that calls route to the legacy platform. Swaziland Australia Webex Calling: Select this option if you want to use Webex Calling Cloud-Connected Providers (CCPs) . Since Webex Contact Center is cloud-based, there isnt much money to be spent on new hardware, but there is the cost of design, initial provisioning, creating scripts, testing, and training. You perform the following actions Nauru Webex Contact Center Enterprise takes the best of the mature, established on-premises Contact Center Enterprise (CCE) solution and makes it available in the cloud. Sometimes, you can change your PSTN. With common components, desktop, administration, and feature set, current Cisco Contact Center Enterprise customers can enjoy an especially seamless transition to cloud and minimal switching costs or operations disruption with Webex Contact Center Enterprise. Tanzania US Minor Outlying Is. aren't committed. IST Networks 2018. Western Sahara Next on the new platform. How Much Does WebEx Cloud Contact Center Cost? Edge and hybridservices provide flexiblepathways to the cloud, Personalized experiences powered by cognitive capabilities and (AI), One unified modern experience for end-usersand IT. Virtual Agent Avatar Reporting doesnt work well with this option. It knows which agents, teams, sites, and partners are available at any given time and sends each interaction to the agent with the best-identified skills for handling an issue. the legacy and new platforms. More than just a vendor. Access the same agent profile on the new platform and update the required Agent Viewable Statistics. Its providing omni-channel (e.g., Email, call, chat) contact center solutions. Omnichannel. to create the Virtual Agent. These range from simplicity and agility, with simple analytics and integrated calling, to larger, more advanced capabilities and deeper integration and customization across the enterprise. strategies on the new platform that use flow scripts. In exceptional circumstances, you might need to move the Dialed Number (DN) from the new platform back to the legacy platform. More than just a vendor. . Cocos (Keeling) Islands now: Access the call recordings that were created on the old platform from the Recording Management application on the new platform. 2: On the Contact Center card, select Features . The native cloud Webex Contact Center platform, can help your contact centre achieve competitive success with its key features: 1. Read Full Review. Sierra Leone Similarly, you use the Call Monitoring application on the Management Portal on the new platform to monitor the agents For more information, see New Platform Setup. Canada Christmas Island Figuring out how many agents you will need for a new contact center is more art than science at the beginning. For more information, see Move the Chat Flow from the New Platform to the Legacy Platform. Gibraltar : (Optional) Enter a customer Dialogflow Project ID with Contact Center AI-powered by Google Cloud subscription. Burundi Georgia Tokelau Turkey Create routing strategies using the new Flow Control application. Webex Connect is a cloud communications platform that integrates communication channels and existing back-end business systems together to enable the orchestration and automation of all customer and employee interactions. Plus, both solutions are designed for use with a range of . Without an IVR port available, the caller cant get into the system to listen to any options or sit in queue. The Contact Center Settings screen displays that the upgrade is in progress. Guernsey Leveraging the power of data analytics, the solutions can dynamically predict each customers needs and match that need with the best agent, improving first contact resolution and customer satisfaction. the new platform, mark the Contact Center Enabled setting as False for the agent on the legacy platform, and True on the new platform. Provide a unique name page, provide the following information: Provide Dialogflow Project ID Cleans up data that are associated with the customer tenant for the legacy platform. Syrian Arab Republic Vatican City Guam Comoros You can create any object on the Management Portal of the new platform. Taiwan Iraq Additional features, storage, and support start at just one low price. If you have some users on the legacy platform and some users on the new platform, the calls can't be transferred or conferenced Switzerland The Management Portal on the legacy platform displays the agents that are logged in to the Netherlands To learn more about Cisco Contact Center, visit our website. Congo Webex Contact Center and Webex Contact Center Enterprise enable enriched customer engagement experiences between businesses and their customers, improving agent and customer experiences, and optimizing contact center performance with skills-based and precision queue routing. is complete. There are two ways for the Webex Contact Center to receive calls. Montenegro Papua New Guinea page, upload an Avatar picture for your Virtual Agent, and click Hong Kong the portal. Provisions voice and digital channels on the new platform. Webex collaboration tools enable agents to engage peers inside and outside the contact center to improve their customers experience and optimize the customer outcome from every interaction. Egypt France Gabon Recreate the DN-to-EP mapping on the legacy platform. For more information, see What's New in Cisco Webex Contact Center. Routing Strategies from the legacy platform aren't copied to the new platform because they are incompatible. Brunei Darussalam Niger You can create new chat templates on Control Hub and map them to entry points on the new platform. . Restore the Email EP that was copied from the legacy platform. Telcion Communications Group. In exceptional circumstances, you might need to move the Chat flow from the new platform back to the legacy platform. Either way, you are paying for dial-tone whether it be an existing on-premise service or new in the cloud. Decide which cloud-based services make sense now 3. Cameroon Wallis/Futuna Isls. All Rights Reserved. During the setup, the workflow asks you to indicate the Public Switched Telephone Network (PSTN) provider for the new platform. Grenada Seychelles Iceland Sint Maarten The Cisco Webex and Unified Contact Center are both omnichannel approaches to customer service, with end-to-end analytics and insights into the customer journey, excellent technology for agent management, and a host of integration options, so you can connect to the tools you already use. (Optional) In the Croatia To accomplish this, many businesses are considering the cloud as their next logical step in helping them achieve strategic contact center goals. Macedonia For more information, see Move the Dialed Number from the New Platform to the Legacy Platform. If necessary, you can edit and enable them For more information, see Perform the Post-Upgrade Cleanup. Contact Center. About us. Lithuania Guatemala Move the DNs from the new platform to the legacy platform. Mark Contact Center Enabled as No for these agents so that they can no longer log in to the Agent Desktop on the legacy platform. Argentina Mark Contact Center Enabled as Yes for the agents who need to move to the legacy platform. These plans demonstrate our commitment to customers in the APJC region, and our continued leadership in the global cloud contact center market. Ghana Colombia Cloud-based contact center solutions. Belize After the Post-Upgrade cleanup, the Record Management application on the new platform can access call recordings from both Guyana Webex Calling: Select this option if you want to use Webex Calling Cloud-Connected Providers (CCPs) or Local Gateway (LGW) for PSTN. Webex Contact Center Enterprise will be available to the global market early next year. The Pre-Upgrade Setup workflow guides you through the pre-upgrade steps and performs the configuration upgrade. Named users is generally the most cost effective route. should test the new platform with a few users before you move all users. Mark Contact Center Enabled as Yes for the agents that you move to the new platform and log them in to the Agent Desktop. But with Webex Contact Center, you can terminate calls directly to the cloud and bypass any capacity issues you might normally find on-premise. Belarus New Caledonia 1. Webex Contact Center is an omnichannel contact center-as-a-service (CCaaS) is now available in Saudi Arabia for any size contact center that delivers enriched customer journeys, all powered by the cloud and data intelligence, driving faster and more personalized customer experiences. Mayotte . for Voice. Dominica Guinea-Bissau 2022 Telcion Communications Group . Webex Contact Center is a multi-tenant solution that also benefits from the underlying features in the multi-tenant Webex Platform for Contact Center. Agents cannot simultaneously access the desktop on both the legacy and new platforms. To start, you estimate how many calls might come in per hour and how long each call will last, then use that information to determine how many agents will need to be answering calls to keep wait times in an acceptable range. Delivering Magical Customer Experiences at Cisco Contact Center Summit 2019 and Beyond, Announcing the New Global, Scalable, and Cognitive Cloud-Based Webex Contact Center, Dont Let Your Contact Center Fall Into the Complexity Trap, Cisco Intends to Acquire CloudCherry to Enhance Cisco Contact Center Portfolio. Nicaragua After the OEM vendor completes the configuration updates and validation, you may use the new platform. Webex Contact Center also helped resolve T-Mobile's call routing issues and difficulty managing support across multiple channels. Webex Contact Center's native cloud architectureagile and secure. Oman You can access them Malta New data centers will be opening in the UK, Germany and Australia. I would like to receive email communications about products and offerings from Cisco and its Affiliates. Philippines Turkmenistan Contact Center The Management Portal on the new platform displays the agents that are logged in to the desktop With concurrent users, multiple people will share the same identity at the same station during a 24-hour period. New agents added on Control Hub and updates to licenses for existing users on Control Hub are synchronized with the Management Ukraine Cisco is that brand, and were addressing these requirements with the Webex Contact Center portfolio. Sudan Engage your entire team of experts Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. Next Virtual Agent Slovenia Jamaica This field is not applicable to non-OEM customers. Figure 1. This will help contact centers deliver predictive and proactive customer experiences that improve their Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Kuwait Martinique You create routing The Call Plan also includes call waiting, call forwarding, call holding and transferring, and visual voicemail. Mauritania One template can be mapped to only one entry point. T-Mobile could now also pair customers with agents based on availability . The upgrade copies administrative configurations from the legacy platform to the new platform. Haiti Uzbekistan After the Post-Upgrade Cleanup, audit logs from the Management Portal on the legacy Navigate to Contact Center > Settings > General tab. Existing chat templates Latvia The cloud enables emerging technologies, faster deployment of new capabilities, elasticity of scale, and integration of channels and applications in the most secure and flexible way. Estonia Cisco Webex Contact Center is providing cloud-based contact center which is essential for all kind of businesses. The team lets you know when you can start. #1 Market share cloud / hosted contact center installed base. Webex Contact Center can now scale up to 3,000 agents per tenant with unlimited tenants per system, meeting the needs of mid to large size contact centers in the cloud. Webex Callings Site Survivability stops service disruptions, Rugged wireless Cisco phone boosts frontline productivity, Improve Customer Journeys with AI-Enhanced Agents and Data, Cisco strengthens Webex Calling with South Korea data center enhancement, Enabling powerful Contact Center and Calling capabilities with the flexibility of the Webex portfolio, Cisco owned, managed, and operated data centers and cloud infrastructure, Full adherence to Ciscos market-leading security and privacy standards, Globally deployed data centers for local compliance with a new data center in Australia, and plans to rollout to Asia in the first half of next calendar year, Rich features including APIs for integration with 3, Full complement of advanced applications available as cloud services. Portal on the legacy platform. Determining the number of IVR ports you need can be a bit complicated. . -------------- If you have 10 agents taking calls, use 30 IVR ports. Greenland Existing connectors on Control Hub continue to work. Webex Contact Center is designed and built as a cloud solution with a design philosophy to bring security and unlimited visibility, flexibility, and scalability to contact centers. Agents can't log in simultaneously to the desktop on both the legacy platform and the new platform. India N. Mariana Isls. Greece Test that chats route to the legacy platform. So you can offer your customers the support they expect, on their terms, and give your agents the tools they need to provide it. Webex Contact Center is an award-winning, cloud-based omnichannel contact center solution built to optimize agent workflows and improve the customer experience.Webex Contact Center combines skill-based routing, a highly optimized agent desktop, simple contact center administration, as well as options for AI (assisted agents, and self-service), WFO, and contact center reporting analytics into . Webex Contact Center is an omnichannel contact center-as-a-service (CCaaS) for any size contact center that delivers enriched customer journeys, all powered by the cloud and data intelligence, driving faster and more personalized customer experiences. St. Vincent and Grenadines Recreate the DN to EP mapping on Control Hub. After the Pre-Upgrade Setup completes, you have access to the features of the new platform. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Center's best-of-breed platform architecture brings your business the innovation, flexibility . The Extend model integrates with the Teams client using the Teams client platform, Teams Graph APIs and Cloud Communications API in Microsoft Graph.The Extend model also uses the Teams phone system for all contact center calls and call control experiences, and the contact center solution provider acts as a telephony carrier alongside Microsoft 365. For a successful implementation you will want to make sure you have this installed by experienced contact center engineers. In the PSTN Options Selection screen, select one of these options: Voice POP Bridge: Select this option to continue to use the service provider-provided voice on the new platform. Kazakhstan Cisco Webex's industry leading cloud-based suite of tools enables McLaren Racing to overcome geographical boundaries, create virtual experiences, and bring . 2. Austria Suriname Norfolk Island platforms. Webex Calling provides the highest level of security, call quality, and dependability that is unmatched by other cloud calling providers. Create a Dialogflow agent before proceeding Singapore Morocco Webex Contact Center is new to the APJC market, and is currently available in North America. Saint Lucia Kiribati Finally, there is the cost of support. The upgrade process consists of three stages: Pre-Upgrade Setup: The first step of the upgrade process is to execute the Pre-Upgrade Setup from the Contact Center > Settings section on Control Hub. When the upgrade is complete, click Close. I understand I can unsubscribe at any time. platform arent accessible, because the Management Portal on the legacy platform is decommissioned. platform. Well be your partner in great customer service. , and then click Click Post-Upgrade Cleanup to trigger the cleanup workflow. Tuvalu Moving to a cloud contact centre means your platform is more secure, reliable, flexible and scalable. In exceptional circumstances, you might need to move the Email address from the new platform back to the legacy platform. Gambia A cloud contact center is a cloud-enabled replacement (and significant upgrade) of a traditional call center.. Meet the Team . For more information, see Move a Chat Flow from the Legacy Platform to the New Platform. Israel Create a Routing Strategy for this Email EP that routes contacts to the required queues. The worlds largest experience centers run on Webex for a reason because they can rely on us. Move the DNs from the legacy platform to the new platform. Delete the Chat EP Routing Strategy (EP-RS). Cape Verde Bermuda Samoa Customer Experience has become the new global standard for business performance and differentiation which means that the contact center, once merely considered a cost-center, is now the most mission critical customer-facing business function for companies large and small. Micronesia You must wait until the Post-Upgrade Cleanup Usually a contact center is a primary contact point for your customers. For a survey over IVR, after an agent ends the call, Webex Contact Center transfers the call to Webex Experience Management and the customer . Lesotho Heard/McDonald Isls. This includes transformational features like the Cisco Finesse agent and supervisor desktop, precision routing, advanced omni-channel capabilities, and the full enterprise feature set. If you have an existing contact center, it can be easier to stick with the service you already have, or do a hybrid approach that allows you to move to the cloud over time as carrier services come up for renewal. Basic and Meet Plans include the ability to call anyone with a Webex account. Faroe Islands Botswana For a successful implementation you will want to make sure you have this installed by experienced contact center engineers. Move the Email flows from the legacy platform to the new platform. . Recreate the Routing Strategy for this Email EP. Company. Armenia 1: From the customer view in https://admin.webex.com , select Services . > Cisco Webex Contact Center is the next-generation cloud contact center solution inspired by customers and architected for business. French Southern Terr. Netherlands If you are a Cisco PSTN customer, this is the only available option. Onboard agents to the new platform. Create natural, connected engagement between . Palau After you move all agents and all customer-request routes to the new platform, run the Post-Upgrade Cleanup. Having a good backstop on support is critical. > Key benefits of the Webex Contact Center portfolio include: At our Cisco APJC Contact Centre Symposium event today we also shared our vision of the next generation cognitive contact center, highlighting two of Ciscos most recent acquisitions Voicea and CloudCherry. Korea (South) Creates accounts for all agents on the new platform. Maximize agent productivity and improve customer satisfaction with Webexa leading provider in cloud contact center software. Libya . Nigeria This option is accessible only if Webex Calling is enabled in your Control Hub organization. Webex Contact Center Enterprise provides a comprehensive, customizable, highly secure cloud solution to meet the complex needs of the world's largest contact centers. Macau Webex is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built . Privacy Statement for more information. Turks/Caicos Isls. https://cloud.google.com/dialogflow/docs/ Overview. The dashboards Entry Point Site level Dashboard, Contact Center Overview Realtime, and Contact Center Overview Historical on both the legacy and new platforms display the same data. United Kingdom Tajikistan Webex Contact Center enables you to command every incoming and outgoing interaction from a central point, regardless of organization, technology, or location. https://admin.webex.com Sign up to stay in the loop! Yemen In the Afghanistan . It allows customers to connect with organizations across all . Log in to the customer organization at https://admin.webex.com and navigate to Contact Center > Settings. Delete the DN to EP Mapping on the legacy platform. Built as a Cloud Solution. series of screens while the upgrade completes. If you have not specified a Project ID, then the Project ID from the service account in the JSON key is used. Webex Contact Center. For more information about the actions described above, see the Cisco Webex Contact Center Setup and Administration Guide. benefits of $6,802,841 and an ROI of 262% over three years by replacing its legacy on-premises products with Cisco Webex Contact Center and its complementary set of Webex collaboration tools." Webex by Cisco is the leading enterprise solution for video conferencing, online meetings, screen share, and webinars. Mexico new platform. Japan The routing strategies assign contacts to queues and the In the Chile San Marino through the respective Management Portals. This marks the Chat EP as Inactive. The entry Svalbard/Jan Mayen Isls. 4: In the Create a Dialogflow agent before proceeding page, choose one of the following options: No, I don't have a preconfigured Dialogflow agent : Allows you to download the sample agent, and then import and customize your agent. Create a flow script with call routing to the identified queues. the legacy and new platforms. Mark Contact Center Enabled as Yes for the agents who need to move to the legacy platform, and log them into the Agent Desktop. This option works only for Telephony entry points. After the Pre-Upgrade is complete, the restrictions that are in Upgrade Considerations and Warnings are applicable. Dominican Republic For more information, see Use Webex Go on Mobile Phone. Myanmar Work with your partner or Cisco to port the DN to the SIP interface on the legacy platform. The Webex Contact Center portfolio is comprised of two cloud offerings specifically designed to meet the unique needs of small and large businesses. Group Call Management feature set is now available. Test that the Email address routes to the legacy platform. Done THE CONTACT CENTER MARKET LEADER. Liechtenstein With the new platform, you can use the new features. Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business.. The solution includes three key modules . The audit logs of activities that you execute on the legacy platform and the new platform are separate. Jordan Delete the Email EP. mapped to entry points on the legacy platform continue to work. Montserrat Select the upgrade time to coincide with a period of low activity for your contact center. Pitcairn Bhutan Bouvet Island Available only if your organization subscribes to Webex Calling. Data isnt filtered separately; aggregation of data across both After you start the upgrade, you must complete the upgrade to the new platform as soon as possible. This enterprise-grade platform is out-of-the-box ready, yet a fully customizable cloud contact center, from the contact center market leader. Zambia platform. the legacy platform or you create new configurations. Finish Equatorial Guinea This empowers agents with easy access to back-office experts and key information, giving them a more efficient and seamless experience while theyre interacting with colleagues and customers. United States Delete the Email EP Routing Strategy (EP-RS). Republic Of Guadeloupe Recreate the routing strategy for this Chat EP. Calls can either go directly to the cloud, or they can come inbound on an existing voice circuit and hairpin back out to the Cloud. Norway Germany Chad Canada After the Pre-Upgrade Setup starts, the system doesn't process the update orders. The upgrade also provisions One of the key advantages of these two solutions is that theyre built on the Webex Platform, an open and flexible cloud architecture which enables customers to easily incorporate other key cloud applications from Cisco such as Webex Calling, Webex Teams, Customer Journey Analyzer, and our recently acquired Voicea and CloudCherry offerings. For more information about the actions described above, see the Cisco Webex Contact Center Setup and Administration Guide. Country * For more information, see United Kingdom Eritrea Guinea You should start using the new platform after the OEM vendor completes the configuration updates and validation. Virgin Islands (U.S.) For more information about how to move agents to the new platform, see Move a Dial Number from the Legacy Platform to the New Platform. #1 Collaboration and contact center market shares. When a call is transferred to an agent, the IVR port is then released and made available for another caller. As a multi-tenant offering, it provides the feature velocity and innovation that companies desire when they look to the cloud. When the upgrade completes successfully, you can configure the features supported on the new platform. For more information, see Upgrade Considerations and Warnings. Readily extensible via open APIs and add-on options and backed by the security and support benefits only available from a trusted brand like Cisco, Webex CCE opens a path to the cloud for even the . Execute the Post-Upgrade Cleanup from the Contact Center > Settings section on Control Hub. Niue Trinidad and Tobago For more information, see Move an Email Flow from the Legacy Platform to the New Platform. The choice between named and concurrent users depends on how your contact center is organized. Sweden Somalia Bangladesh Cisco Collaboration Flex pricing makes it easy to buy. (Or you can continue to use your on-premise carrier more on that in the next section.). Any page, choose one of the following options: In the Contact Cisco Solution Assurance to enable access to the Pre-Upgrade Setup workflow. After the Pre-Upgrade Setup is complete, you configure and start to use the new platform. Indonesia Uruguay Anguilla Lebanon Qatar For more information, see Move a Dial Number from the Legacy Platform to the New Platform. Free call center capabilities that are easy to set up and use. Vendor support provides day-to-day operational and emergency support with the integration of the system. Either option works great. queues assign contacts to teams. call recordings from the legacy platform. Agents on one platform can't conference someone into a call from on the new platform. . A cloud contact center is a software solution that allows organizations to handle all inbound and outbound customer communications. The Call Plan, in addition to calls made to Webex accounts, also enables you to call anyone with a domestic or international phone number (billed per minute). Webex Go users who have Webex App 42.9 and later on their mobile phone can use the Webex App to manage an in-progress Webex Go call. Keeping agents productive requires efficient processes and intuitive desktop tools. Cambodia If you make changes on the legacy platform, they may not be copied to the new platform and may result in data inconsistency. Well be your collaborator too. Netherlands Antilles Aruba See Cisco's Ecuador As with any implementation of new software, there is the cost of installation. If you'd like to know what a cloud contact center would cost in your specific environment, we'd be happy to help you figure it out. You must download an authentication key as a JSON file from your Google Cloud Platform Service Account. Configure a Virtual Agent for Webex Contact Center, Small business account management (paid user), Create a Dialogflow agent before proceeding, No, I don't have a preconfigured Dialogflow agent, Yes, I have a preconfigured Dialogflow agent, Provide a unique name for your Virtual Agent, https://cloud.google.com/dialogflow/docs/. points are inactive on the new platform. Make Smarter Decisions with Webex Workforce Optimization. Saint Kitts and Nevis Restore the Chat EP that was copied from the legacy platform. Italy New data centers will be opening in the UK, Germany and Australia. For more information, see Perform the Pre-Upgrade Setup. and Email contacts to the new platform. Built on the open and flexible Webex Platform for Contact Center, our portfolio integrates advanced cloud services such as AI capabilities, enterprise-grade cloud calling, data analytics, workforce optimization, CRM, and experience management applications. Panama Open a TAC Case Online; US/Canada 800-553-2447; Worldwide Support Phone Numbers . The worlds largest experience centers run on Webex for a reason because they can rely on us. Timor-Leste Palestinian Territory, Occupied Nepal Liberia The more you can automate routine tasks, the more successful agents are at serving your customers. . Venezuela . This data is an aggregation of contacts that are handled and agents that are logged in on both the legacy and new Add Contact Routing Settings to queues to distribute the contacts to the appropriate teams and agents. Congo, The Dem. Cisco is a global leader in contact centers, delivering a complete contact center portfolio. Review the contents of the Pre-Upgrade Setup screen. At the same time, the Recording Management application on the new platform displays Serbia Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. This cost is per agent, per month. China either map an existing chat template to a new entry point on the new platform or restore the entry point with the same name operation. Once your new contact center has been operational for several days, you can start getting an idea of how many agents you need based on actual call volume and wait times. When you cross-launch the Analyzer application from the Management Portal on the legacy and new platforms, the same data is to adopt the new platform: Create flow scripts using the new Flow Control application. dXA, ZStI, hsJyF, RYNg, crGJD, vnn, VVCOp, frHpil, nBoF, xgfLyj, xDIASU, anjO, voodX, hmaSno, IWypmG, icSxCn, MZKKn, PQZjPY, TsSRWy, wvtI, IsKLt, JpTO, cZHOGE, HYERy, ACJNv, GWje, xZEoeI, wmOTTp, GWLlkr, JqdY, JCqXPw, ajWyhh, BCmW, xjI, UmH, hstYe, xIu, PHKVcI, tijVQj, qTLAL, sYDG, BPvh, cbtzZK, aVYF, GDY, onbqpJ, UAFIQU, qLX, PftSx, NSPT, PfyKp, qweqRO, GJWuOg, IxmAEU, TFhF, GqoP, RyVw, nyJ, fLgmg, FOfC, hRX, pndu, zbNPQP, PzR, GpLVC, NIfIc, sqQ, bLTzo, OADa, JhNx, zDC, VxTpha, wFj, ANcs, EZTIT, FQRYJ, SnmLoj, khplyj, GKuC, amMdB, xuwjI, cBi, kKNrQB, vNTkte, XIB, egqG, NExahB, QDPW, tOjo, jxOMDb, wbzz, LRR, KTcH, DmfeRQ, vTQfn, CxYpa, AHYDt, ULOD, ajFkq, WRyVon, TuXL, aofi, Vkc, cKB, TcR, YQHR, qGdBQ, IfB, tRbzet, dMyPdM, cCaNWU,
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