On the Cambodia for Voice. Saint Lucia Where it gets a little tricky is in determining the number of agents and whether they will be named or concurrent users. is complete. Mongolia Laos As a multi-tenant offering, it provides the feature velocity and innovation that companies desire when they look to the cloud. India With the new platform, you can use the new features. Product overview. French Southern Terr. Congo Bulgaria Senegal More than just a vendor. Niger Delete the DN to EP Mapping on the legacy platform. San Marino 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. Burundi Define the Call Distribution block in the identified queues to the required teams. Provisions the Management Portal instance on the new platform. After the Pre-Upgrade Setup is complete, you configure and start to use the new platform. Sierra Leone 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. You can create new chat templates on Control Hub and map them to entry points on the new platform. We raise a request with the OEM to update the integration URLs for your account and test the integration features for proper For more information, see Move the Dialed Number from the New Platform to the Legacy Platform. 7 Things Weve Learned Helping Companies Move to WebEx Contact Center. Finish Libya Papua New Guinea We have received your submission and we will be in touch soon. 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. Reading Time: 4 minutes We've been talking about WebEx Contact Center all month long reasons to switch to a cloud contact center, favorite features , and cost . Configure post-call surveys and initiate them over IVR when agents end the calls in the Webex Contact Center Agent Desktop. Congo, The Dem. 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. Either reuse the queues and teams that were copied from the legacy platform or create new queues and teams as required. Trinidad and Tobago Indonesia United States When you cross-launch the Analyzer application from the Management Portal on the legacy and new platforms, the same data is Yemen Services Our Webex portfolio delivers the most complete collaboration suite of cloud calling, meetings, collaboration and contact center solutions with world-class devices and headsets. the legacy and new platforms. Webex Contact Center Enterprise provides a comprehensive, customizable, highly secure cloud solution to meet the complex needs of the world's largest contact centers. Either option works great. Netherlands for these features. If you experience issues with user profiles, check to see if it's something that we already know and have a recommended workaround. The most complete contact center and collaboration suite all in the cloud. For a successful implementation you will want to make sure you have this installed by experienced contact center engineers. A cloud contact center is a software solution that allows organizations to handle all inbound and outbound customer communications. Aruba Webex Contact Center Enterprise will be available to the global market early next year. I would like to receive email communications about products and offerings from Cisco and its Affiliates. The Webex Contact Center portfolio is comprised of two cloud offerings specifically designed to meet the unique needs of small and large businesses. 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 . Qatar Test that chats route to the legacy platform. Belarus Central African Republic Cameroon THE CONTACT CENTER MARKET LEADER. After the Pre-Upgrade Setup completes, you have access to the features of the new platform. Macedonia Cisco Webex Contact Center is the next-generation cloud contact center solution inspired by customers and architected for business. 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. That means there will be 3 people waiting for every one agent answering calls. Morocco Post-Upgrade Cleanup: After youre comfortable with the new platform and dont need access to the legacy platform resources, you must perform a If you make changes on the legacy platform, they may not be copied to the new platform and may result in data inconsistency. Recreate the DN-to-EP mapping on the legacy platform. Afghanistan Read Full Review. Timor-Leste queues assign contacts to teams. Guernsey card, select Cisco Collaboration Flex pricing makes it easy to buy. 1. Contact Center. For more information, see What's New in Cisco Webex Contact Center. Create routing strategies using the new Flow Control application. Faroe Islands Do the following: Assign agents to teams and assign appropriate agent, multimedia, and skill profiles to the agents. Determining the number of IVR ports you need can be a bit complicated. Built as a Cloud Solution. Log in to the customer organization at https://admin.webex.com and navigate to Contact Center > Settings. The routing strategies assign contacts to queues and the One template can be mapped to only one entry point. Well be your collaborator too. Click Features Venezuela Djibouti 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. 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. Brit/Indian Ocean Terr. #1 Market share cloud / hosted contact center installed base. Built on the open and flexible Webex Platform for Contact . New agents added on Control Hub and updates to licenses for existing users on Control Hub are synchronized with the Management 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. Hungary Greenland Belize Next 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. 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. 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." should test the new platform with a few users before you move all users. Onboard agents to the new platform. 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. Luxembourg Log out agents who transition to the Agent Desktop on the new platform. Bouvet Island The choice between named and concurrent users depends on how your contact center is organized. Webex Cloud Contact Center | Hackathon: Build a Voice Flow in Under 30 Minutes. If you use the Workforce Optimization or Campaign Management features, work with Cisco Solution Assurance to update configurations 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. Kazakhstan 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. Webex Contact Center for simplicity. Its providing omni-channel (e.g., Email, call, chat) contact center solutions. Sri Lanka Republic Of Niue It can reduce complexity and expense and enhance productivity to lower the Total Cost of Ownership (TCO). Mexico Dominica Vatican City Taiwan Mark Contact Center Enabled as Yes for the agents who need to move to the legacy platform, and log them into the Agent Desktop. Cisco PSTN: Select this option to continue to use the Cisco PSTN. Cisco is that brand, and were addressing these requirements with the Webex Contact Center portfolio. Delete the Chat EP Routing Strategy (EP-RS). 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. now: Access the call recordings that were created on the old platform from the Recording Management application on the new platform. Move existing agents to the new platform. In the Azerbaijan So you can offer your customers the support they expect, on their terms, and give your agents the tools they need to provide it. Having a good backstop on support is critical. To accomplish this, many businesses are considering the cloud as their next logical step in helping them achieve strategic contact center goals. 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. Move the DNs from the new platform to the legacy platform. Germany For more information, see Move a Chat Flow from the Legacy Platform to the New Platform. Sint Maarten During the upgrade process, you can use the Call Monitoring application on the legacy platform to monitor agents on the legacy . This cost is per agent, per month. Reunion Omnichannel. Spain As with any implementation of new software, there is the cost of installation. All Rights Reserved. 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. 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. Open a TAC Case Online; US/Canada 800-553-2447; Worldwide Support Phone Numbers . If you are a Cisco PSTN customer, this is the only available option. 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. Brazil Ghana Armenia El Salvador Post-Upgrade Cleanup. 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). If unexpected failures happen, you can move back to the legacy platform. Why is Cisco's investment in South Korea important? Costa Rica Palestinian Territory, Occupied Norfolk Island Equatorial Guinea New Caledonia After the Post-Upgrade Cleanup, audit logs from the Management Portal on the legacy Next Available only if your organization subscribes to Webex Calling. Cloud-based contact center solutions. Togo Test to ensure that chats route to the new platform. After the Pre-Upgrade Setup starts, the system doesn't process the update orders. St. Pierre and Miquelon Webex Calling: Select this option if you want to use Webex Calling Cloud-Connected Providers (CCPs) . Bonaire Nicaragua When setting up the new platform, real-time reports for active entry points on the legacy platform show no data. 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. Copies the existing tenant configurations from the Management Portal on the legacy platform and makes them available on the Privacy Statement for more information. At the same time, the Recording Management application on the new platform displays Kenya From a simple, user-friendly interface, supervisors can change routing strategies without knowing complex scripting languages. Cisco is making significant investments in our cloud infrastructure to support the expected double-digit growth rate 1 over the next five years in South . mapped to entry points on the legacy platform continue to work. United Kingdom platforms. Martinique . Turkey 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 . 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. Tonga Guinea-Bissau Czech Republic Argentina South Sudan 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. Australia Test a few incoming calls to the DN and validate routing to agents on the new platform. . The solution includes three key modules . If you have not specified a Project ID, then the Project ID from the service account in the JSON key is used. Sign up to stay in the loop! N. Mariana Isls. Mark Contact Center Enabled as Yes for the agents that you move to the new platform and log them in to the Agent Desktop. For more information, see Move the Email Flow from the New Platform to the Legacy Platform. It used to be that the total number of call paths available to the organization would be the limiting factor. Colombia Chad 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. This marks the Chat EP as Inactive. You see a Russian Federation If you missed the first two posts on cloud contact centers, you can find them here and here. (Optional) In the 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. Slovak Republic 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. A fix to allow you to view real-time data for entry points that are active on the legacy platform is in progress. This field is not applicable to non-OEM customers. 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). Lesotho A cloud contact center is a cloud-enabled replacement (and significant upgrade) of a traditional call center.. Additional features, storage, and support start at just one low price. Webex Contact Center Enterprise opens a path to the cloud for even the most . Work with your partner or Cisco to port the DN to the SIP interface on the new platform. Cte d'Ivoire strategies on the new platform that use flow scripts. 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. Hong Kong Denmark 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. Jamaica For more information, see Move a Dial Number from the Legacy Platform to the New Platform. Webex Contact Center. When a call is transferred to an agent, the IVR port is then released and made available for another caller. Edge and hybridservices provide flexiblepathways to the cloud, Personalized experiences powered by cognitive capabilities and (AI), One unified modern experience for end-usersand IT. Group Call Management feature set is now available. Plus, both solutions are designed for use with a range of . Estonia France Poland When setting up the new platform, updates to Agent Viewable Statistics in agent profiles for agents on the legacy platform For more information, see Perform the Pre-Upgrade Setup. Sudan Keeping agents productive requires efficient processes and intuitive desktop tools. the other platform. 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. Well be your partner in great customer service. call recordings of the new platform. Sweden The more you can automate routine tasks, the more successful agents are at serving your customers. through the respective Management Portals. IST Networks 2018. 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. platform. Create a routing strategy for this Chat EP that routes contacts to the required queues. Cleans up data that are associated with the customer tenant for the legacy platform. platform arent accessible, because the Management Portal on the legacy platform is decommissioned. on the new platform. Webex Contact Center also helped resolve T-Mobile's call routing issues and difficulty managing support across multiple channels. Create a routing strategy for the restored EP using the new flow script. and Email contacts to the new platform. For more information about the actions described above, see the Cisco Webex Contact Center Setup and Administration Guide. This cleanup reclaims all the resources on the old platform, deletes the configuration, and completes the upgrade. This option works only for Telephony entry points. Antarctica . You Creates accounts for all agents on the new platform. Mauritius All Rights Reserved. Test that calls route to the legacy platform. Iran Isle of Man 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/. Japan Norway Provisions voice and digital channels on the new platform. Maldives Improved capacity allows our customers to flexibly scale up and down as their business demands, while optimizing resources and overall performance. Chile Previously we were using XX and now moved to Cisco Webex due to its rich and variety of features. Montserrat 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 upgrade copies administrative configurations from the legacy platform to the new platform. The Call Plan also includes call waiting, call forwarding, call holding and transferring, and visual voicemail. the portal. Create a Routing Strategy for this Email EP that routes contacts to the required queues. If you have 10 agents taking calls, use 30 IVR ports. Pakistan 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. The Management Portal on the new platform displays the agents that are logged in to the desktop new platform. Cloud Contact Center Solutions: Status: Available Order Series Release Date: 27-JAN-2020: Contact Cisco . Sweden Every named user created in the system has a unique identity and counts as one license. page, upload an Avatar picture for your Virtual Agent, and click Bolivia 3: Click New > Virtual Agent > Virtual Agent . Move the Email flows from the legacy platform to the new platform. Well be your collaborator too. Send post-call surveys to the customer through email or SMS after the call ends. for your tenant. This field is applicable only for OEM customers. You need to move an existing Chat Template Entry Point (EP) combination from the legacy platform to the new platform. For a survey over IVR, after an agent ends the call, Webex Contact Center transfers the call to Webex Experience Management and the customer . Oman Add the flow scripts to business-appropriate routing strategies. Virtual Agent Agents can't log in simultaneously to the desktop on both the legacy platform and the new platform. Mark Contact Center Enabled as No for the agents who need to move to the legacy platform. Zimbabwe. See Cisco's Saint Kitts and Nevis Netherlands Germany 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. Webex Contact Center Enterprise (Webex CCE) provides a comprehensive, customizable, highly secure solution to meet the complex needs of the world's largest contact centers.. Serbia and Montenegro . When the upgrade completes successfully, you can configure the features supported on the new platform. This data is an aggregation of contacts that are handled and agents that are logged in on both the legacy and new Somalia . 2: On the Contact Center card, select Features . 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. Similarly, you use the Call Monitoring application on the Management Portal on the new platform to monitor the agents New Virgin Islands (U.S.) page, click Canada In exceptional circumstances, you might need to move the Email address from the new platform back to the legacy platform. The native cloud Webex Contact Center platform, can help your contact centre achieve competitive success with its key features: 1. One way to determine the number of IVR ports is to use a multiplier of the number of agents that will be logged in. Virtual Agent Webex Contact Center Enterprise is a Cloud contact center for large enterprises. Assign appropriate Teams, Agent Profile, Skills or Skill Profiles, and Multimedia Profile to agents on the new platform. You perform the following actions Work with your partner or Cisco to port the DN to the SIP interface on the legacy platform. 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. Navigate to Contact Center > Settings > General tab. You either reuse the configurations that were copied from Basic and Meet Plans include the ability to call anyone with a Webex account. 2. 1: From the customer view in https://admin.webex.com , select Services . either map an existing chat template to a new entry point on the new platform or restore the entry point with the same name Falkland Islands In the Contact Cisco Solution Assurance to enable access to the Pre-Upgrade Setup workflow. To use cloud services on-premises in a hybrid manner, you need to register via (or on) Cloud Connect from Cisco Webex Control Hub. Sao Tome/Principe Virtual Agent Avatar You must download an authentication key as a JSON file from your Google Cloud Platform Service Account. the legacy and new platforms. T-Mobile could now also pair customers with agents based on availability . Execute the Post-Upgrade Cleanup from the Contact Center > Settings section on Control Hub. Consider your contact center and collaboration needs today - and for the future 2. Telcion Communications Group. Algeria You can access the existing connectors in flow scripts on the new platform. United Arab Emirates Webex Contact Center's native cloud architectureagile and secure. During the setup, the workflow asks you to indicate the Public Switched Telephone Network (PSTN) provider for the new platform. The worlds largest experience centers run on Webex for a reason because they can rely on us. changes on the legacy platform are not copied automatically to the new platform. Iceland Registration establishes a communication channel between the Cisco Contact Center on-premises deployment and Webex CC cloud. Decide which cloud-based services make sense now 3. During the upgrade process, the Recording Management application on the Management Portal of the legacy platform displays A fix to ensure that Agent Viewable Statistics updates are committed for agents working on the legacy platform is in progress. The team lets you know when you can start. Restore the Chat EP that was copied from the legacy platform. Calls can't be transferred from one platform to the other. Cisco Webex Contact Center is providing cloud-based contact center which is essential for all kind of businesses. While the Pre-Upgrade setup workflow is executing, do not make any configuration changes on the Management Portal of the legacy Vanuatu https://admin.webex.com Uzbekistan After you agree to upgrade to the new platform, you are enrolled in the upgrade program and the upgrade feature is enabled . You create routing 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. Gibraltar As best practice, export the existing DN to EP mappings for a record. Anguilla Agents cannot simultaneously access the desktop on both the legacy and new platforms. Tanzania Webex Contact Center enables you to command every incoming and outgoing interaction from a central point, regardless of organization, technology, or location. Brunei Darussalam Delete the Chat EP. Egypt Delete the Email EP Routing Strategy (EP-RS). Access the user profile on the new platform and set the access rights to All. What is a cloud contact center? plan. 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. This is determined by the number of agents, and there are two support costs to consider. Israel New data centers will be opening in the UK, Germany and Australia. Lithuania Romania 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. Usually a contact center is a primary contact point for your customers. Bangladesh Gabon Bosnia and Herzegovina Turks/Caicos Isls. Slovenia The upgrade also provisions Paraguay Montenegro Free call center capabilities that are easy to set up and use. Solomon Islands Mark Contact Center Enabled as Yes for the agents who need to move to the legacy platform. Singapore Micronesia Spain More than just a vendor. Antigua and Barbuda Lebanon When agents are ready to move to During the Pre-Upgrade Setup, the system Activate the required entry points on the new platform. With concurrent users, multiple people will share the same identity at the same station during a 24-hour period. Figure 1. Guyana Cisco is a global leader in contact centers, delivering a complete contact center portfolio. Group Call Management. The Contact Center Settings screen displays that the upgrade is in progress. 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 . Webex by Cisco is the leading enterprise solution for video conferencing, online meetings, screen share, and webinars. Pricing will vary, but this table should provide a general idea of what an implementation may cost for a new 40-agent contact center. For more information, see Move the Chat Flow from the New Platform to the Legacy Platform. Log out agents who will move back to the legacy platform. The Contact Center page shows the upgrade status. For more information, see New Platform Setup. After the Pre-Upgrade Setup is complete, you cant create the following objects on the Management Portal of the legacy platform Recreate the Routing Strategy for this Email EP. Georgia : (Optional) Enter a customer Dialogflow Project ID with Contact Center AI-powered by Google Cloud subscription. Reporting doesnt work well with this option. . Austria the legacy platform or you create new configurations. displayed. But with Webex Contact Center, you can terminate calls directly to the cloud and bypass any capacity issues you might normally find on-premise. Comoros You must wait until the Post-Upgrade Cleanup 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. There are two ways for the Webex Contact Center to receive calls. Madagascar Tuvalu The audit logs of activities that you execute on the legacy platform and the new platform are separate. . Palau call recordings from the legacy platform. Switzerland Australia Well be your partner in great customer service. We raise a request with the OEM to update the integration URLs for your account and test the integration features for sanity. You can create any object on the Management Portal of the new platform. You can Honduras Latvia aren't committed. . Uganda 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. Serbia Korea (South) Heard/McDonald Isls. Webex Contact Center is new to the APJC market, and is currently available in North America. This enterprise-grade platform is out-of-the-box ready, yet a fully customizable cloud contact center, from the contact center market leader. points are inactive on the new platform. How Much Does WebEx Cloud Contact Center Cost? If you run out of IVR ports or they are all filled up with callers, the next caller will get a busy signal. To learn more about Cisco Contact Center, visit our website. 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. creates the agents on the new platform, but they are disabled for Contact Center access. Mali In the Upgrade to latest platform section, click Pre-Upgrade Setup. or edit the names of existing objects: You can create and edit any objects other than those mentioned above, on the Management Portal of the legacy platform. Portugal 2022 Telcion Communications Group . Malta land Islands Makes Analyzer data from the legacy platform accessible from the Analyzer application on the new platform. You can move an existing Dialed Number (DN) Entry Point (EP) combination from the legacy platform to the new platform. In exceptional circumstances, you might need to move the Chat flow from the new platform back to the legacy platform. Svalbard/Jan Mayen Isls. From the customer view in Andorra Cisco Webex's industry leading cloud-based suite of tools enables McLaren Racing to overcome geographical boundaries, create virtual experiences, and bring . After the OEM vendor completes the configuration updates and validation, you may use the new platform. Liberia Move the Email flow from the new platform to the legacy platform. Review the contents of the Pre-Upgrade Setup screen. It allows customers to connect with organizations across all . Contact Center desktop on the legacy platform. Makes call recordings from the legacy platform accessible from the Recording Management application on the new platform. Each customer interaction including voice, email and chat are unified. South Georgia and the South Sandwich Islands This will help contact centers deliver predictive and proactive customer experiences that improve their Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Mayotte Software support enables direct contact-to-tech support with guaranteed response time. 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. Puerto Rico Western Sahara Create natural, connected engagement between . Saudi Arabia Tunisia Create a flow script with call routing to the identified queues. Add Contact Routing Settings to queues to distribute the contacts to the appropriate teams and agents. Guam Swaziland Portal on the legacy platform. Select the upgrade time to coincide with a period of low activity for your contact center. New data centers will be opening in the UK, Germany and Australia. This option is accessible only if Webex Calling is enabled in your Control Hub organization. Country * Belgium Namibia It is extensible via open APIs and add-on options and backed by Webex's renowned security and support. 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. Ireland Complete Dialogue Integration page, upload the authentication key by choosing the JSON file, click Dominican Republic 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. 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. Let customers connect their way with a digital-first, next-generation platform. Figuring out how many agents you will need for a new contact center is more art than science at the beginning. The Pre-Upgrade Setup copies the tenant configurations from the legacy platform to the new platform automatically. Routing Strategies from the legacy platform aren't copied to the new platform because they are incompatible. For more information about the actions described above, see the Cisco Webex Contact Center Setup and Administration Guide. page, choose one of the following options: In the The following table describes your PSTN options. After the Post-Upgrade cleanup, the Record Management application on the new platform can access call recordings from both Ecuador After you move all agents and all customer-request routes to the new platform, run the Post-Upgrade Cleanup. You can click View status to display the Pre-Upgrade Setup screen again. -------------- Meet the Team . Barbados Guinea #1 Collaboration and contact center market shares. The Webex Platform for Contact Center is a multi-tenant solution that is the under-pinning of both contact center offerings. Please select 140 W. Main Street, Turlock, CA 95380. info@telcion.com (209) 632-5700. Before you start this task, ensure that you perform the upgrade when the old platform has low usage. Designed for the needs of large and sophisticated enterprises, Webex Contact Center Enterprise is Cisco owned, managed, operated in our own data centers . Marshall Islands Webex Contact Center is new to the APJC market, and is currently available in North America. 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. As a multi-tenant offering, it provides the feature velocity and innovation that companies desire when they look to the cloud. Wallis/Futuna Isls. series of screens while the upgrade completes. Cisco is a global leader in contact centers, delivering the most complete contact center portfolio. The Pre-Upgrade Setup workflow performs the following tasks: Ensures that the existing tenant settings are carried forward during upgrade. Samoa 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 . Move the contact flows (Telephony, Chat, and Email) from the legacy platform to the new platform according to your cutover United Kingdom Make Smarter Decisions with Webex Workforce Optimization. Sometimes, you can change your PSTN. New Platform Setup: In this stage, you configure and start using the new platform. Bahamas The Pre-Upgrade Setup workflow guides you through the pre-upgrade steps and performs the configuration upgrade. to adopt the new platform: Create flow scripts using the new Flow Control application. to create the Virtual Agent. Provide a unique name page, provide the following information: Provide Dialogflow Project ID Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business.. The entry The Post-Upgrade Cleanup workflow performs the following tasks: Decommissions the Management Portal on the legacy platform and all associated applications. Either way, you are paying for dial-tone whether it be an existing on-premise service or new in the cloud. Rwanda If you have some users on the legacy platform and some users on the new platform, the calls can't be transferred or conferenced Suriname South Africa Virgin Islands (British) US Minor Outlying Is. Customers can track, measure, and analyze the customer journey, well before and after the contact center interaction. Move the Chat flow from the new platform to the legacy platform. This allows customer organizations to maximize resources and respond quickly to changing conditions. After the Pre-Upgrade is complete, the restrictions that are in Upgrade Considerations and Warnings are applicable. Recreate the routing strategy for this Chat EP. Moving to a cloud contact centre means your platform is more secure, reliable, flexible and scalable. Create a Dialogflow agent before proceeding Management Portal on the legacy and new platforms. United States You can access them 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. Thailand Validate Nepal Philippines In the Zambia After the agent and contact routing configurations are in place, you move agents to the new platform and route Voice, Chat, Iraq Netherlands Antilles Kosovo After you start the upgrade, you must complete the upgrade to the new platform as soon as possible. Existing connectors on Control Hub continue to work. the new platform, mark the Contact Center Enabled setting as False for the agent on the legacy platform, and True on the new platform. Done French Guiana Bhutan Access the same agent profile on the new platform and update the required Agent Viewable Statistics. These plans demonstrate our commitment to customers in the APJC region, and our continued leadership in the global cloud contact center market. The dashboard Agent State Data Realtime displays platform-specific data. Monaco You can Benin After you start the upgrade, you cant stop or revert the changes. Move the contact flows (Telephony, Chat, and Email) from the legacy platform to the . Turkmenistan Jersey https://cloud.google.com/dialogflow/docs/ Panama Before you start an upgrade, process any updates to your subscription. Jordan Global availability. For more information, see Use Webex Go on Mobile Phone. 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. operation. Eritrea Ethiopia If necessary, you can edit and enable them Mozambique Seychelles Product overview. Cuba Access Analyzer data on the old platform from the Analyzer application on the new platform. The worlds largest experience centers run on Webex for a reason because they can rely on us. This includes transformational features like the Cisco Finesse agent and supervisor desktop, precision routing, advanced omni-channel capabilities, and the full enterprise feature set. Croatia Nauru Curacao 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. To learn more about Webex Contact Center, read our eBook. Cape Verde The screen displays the upgrade progress. 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