Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview

Publisher

Cisco Systems, Inc.

URL

https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html

Published

2020-04-20

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• As of April 2020 Webex Contact Center Enterprise was available in North America, Europe and Australia with Asia planned pending regulatory approvals, and its country and data centre breakdown named no Japan presence at all. in context
• Outbound campaign management on Webex Contact Center Enterprise is delivered by the Acqueon add-on covering interactive voice response and agent campaigns plus outbound email and messaging, with a 2-way messaging option, licensed by concurrent agent where other add-ons use named agent. in context
• The Acqueon List and Campaign Management add-ons for Webex CCE are licensed per concurrent agent. The one exception is Voice Drop Campaigns, which is licensed per CVP port. in context
• Acqueon List and Campaign Management for Webex CCE manages IVR and agent-based campaigns, and optional add-ons extend it to TCPA compliance, two-way SMS and email. in context
• The 2020 Webex CCE add-on overview describes the add-ons as Cisco-owned and Cisco-managed solutions built on third-party technology, covering workforce optimization, campaign management, messaging, speech recognition, text-to-speech, and desktop and digital channels. in context
• The 2020 add-on overview states that Webex CCE is available in North America, Europe and Australia, is supported by eight global Cisco data centers, and has Asia availability planned. in context
• In the 2020 catalogue, the Bucher and Suter CRM connector add-on for Webex CCE is licensed per named agent, and the Upstream Works for Finesse add-on is licensed per concurrent agent. in context
• The Calabrio add-ons for Webex CCE (Call Recording, Quality Management, Workforce Management, Speech Analytics with Transcription) are licensed per named agent. in context
• In the 2020 catalogue, the Calabrio Quality Management add-on for Webex CCE includes Calabrio Call Recording. in context
• In the 2020 catalogue, the Nuance Dragon Voice add-on for Webex CCE includes Recognizer Tier 4. in context
• In the 2020 catalogue, buying a third additional Nuance Recognizer language (a fourth language in total) for Webex CCE allows further languages to be added at no additional cost. in context
• The 2020 Nuance add-on for Webex CCE provides speech recognition and text-to-speech that are managed and hosted in Webex CCE data centers. in context
• Partners that offer the 2020 Nuance add-on for Webex CCE are responsible for deploying it, including grammar tuning. in context
• The Nuance add-ons for Webex CCE (Recognizer tiers, Vocalizer, Dragon Voice, and dialog-module bundles) are licensed per port. in context
• Most 2020 Webex CCE add-ons have a companion SKU with an -O suffix for overage, which is billed in arrears. Webtext SKUs and the Verint Encryption Key Server Fee have no overage SKU. in context
• In the 2020 catalogue, both Calabrio Speech Analytics and Verint Speech Analytics (including additional languages) for Webex CCE require additional support before they can be quoted. in context
• For the 2020 Webex CCE add-ons, Cisco manages the solutions and provides tier-2 and tier-3 support, and the authorized Webex CCE partner is responsible for customer configuration and tier-1 support. in context
• The Verint Workforce Optimization and Enablement add-ons for Webex CCE are licensed per named agent. in context
• The 2020 Verint add-on list for Webex CCE covers call recording, encryption and an encryption key server fee, screen capture, quality management, automated quality, workforce management, performance management, advanced desktop analytics (PCI), a Strategic DPA client, and speech analytics. in context
• In the 2020 catalogue, the Verint Screen Capture and Verint Quality Management add-ons for Webex CCE each require Verint Call Recording. in context
• The 2020 Acqueon Voice Drop Campaigns add-on for Webex CCE needs one CVP port for each voice drop campaign ordered. in context
• The 2020 Webtext SMS add-on for Webex CCE requires an initial order of 200 agents, which includes 60,000 SMS and 3,000 MMS messages per month. in context
• Each Webtext SMS agent added above the initial 200 on Webex CCE adds 300 SMS and 15 MMS messages to the allowance. in context
• The Calabrio add-on covers workforce management, compliance recording and quality monitoring, with speech transcription and desktop analytics as extensions, and call recording is included with quality management. in context
• The add-on document defines a named agent as a unique contact centre user who logs in in any given month and a port as a logical connection point for a single voice call involving an interactive voice response function. in context
• Cisco states that purchasing a third additional language for the Nuance recogniser, making a fourth language in total, includes the ability to add further languages at no additional cost. in context
• The Nuance speech recognition and text to speech add-on is described as managed and hosted in Webex Contact Center Enterprise data centres and licensed by port. in context
• Cisco states that it manages the add-on solutions and provides second and third line support while the authorised partner is responsible for customer configuration and first line support. in context
• Short and multimedia messaging on Webex Contact Center Enterprise was delivered in 2020 through a third-party add-on priced per agent with a minimum initial order of 200 agents, bundling 60,000 short messages and 3,000 multimedia messages a month. in context
• The Verint alternative covers call recording, encryption with a separate key server charge, screen capture, quality management, automated quality, workforce management, performance management, desktop analytics and speech analytics, and both screen capture and quality management require Verint call recording. in context
• Voice drop campaigns are licensed per Customer Voice Portal port, with 1 port required for each campaign ordered. in context
• Workforce optimization on Webex Contact Center Enterprise was delivered in 2020 through named third-party add-ons rather than a native Cisco suite, with Calabrio and Verint offered as alternatives. in context

Cite this source record

APA

WarmTransfer. (2020, April 20). Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-datasheet-flex-wxcce-addons

BibTeX

@misc{warmtransfer-cisco-datasheet-flex-wxcce-addons,
  title  = {Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview},
  author = {{WarmTransfer}},
  year   = {2020},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-datasheet-flex-wxcce-addons},
  note   = {Cisco Systems, Inc., accessed 2026-09-05}
}