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webex contact center · published

Webex Contact Center licensing

Verified 2026-09-30 · 59 sources · tier 2 · 1 superseded

Superseded guidance: 1 source has been superseded by newer ones.

Cisco Collaboration Flex 3.0 Contact Center offers 2 buying models, Concurrent Agent and Named Agent, and the Named Agent model is available only for Webex Contact Center 54 37. Human agent licences come in Standard and Premium types, while AI, campaign, workforce optimization and PSTN capabilities are sold as paid add-ons 3 7 17 41 47.

Buying models

Under the Concurrent Agent model, the licensed quantity is the maximum number of Contact Center users who are logged in at the same time 21. Concurrent agent usage is counted as the highest number of agents logged in at the same time 22.

Under the Named Agent model, 1 licence is counted for each unique Contact Center user who logs in during a given month 36. The month is set by the subscription billing date 35. The Named Agent model is not available for Webex Contact Center Enterprise or the on-premises contact center products 37.

Customers may mix deployment models and agent types under a single Flex 3.0 Contact Center subscription 33. However, all Webex Contact Center subscriptions in 1 tenant must use the same buying model, either all concurrent or all named, and provisioning prevents mixing them 38.

Agent types and included features

Flex 3.0 Contact Center human agent licences are either Standard Agent or Premium Agent 3. Supervisors and administrators always require a Premium Agent licence, on every contact center platform in the Flex 3.0 offer 51.

These features are included with both Standard and Premium Webex Contact Center agent licences: 30 48 24 16 45

  • 2 touch-tone IVR ports per agent licence 30
  • Call recording with 1 month of retention 48
  • Webex Connect for self-service channels 24
  • Voice callback, web callback, IVR text-to-speech and standard CRM connectors 16
  • Basic outbound (preview dialing) 45

The Standard licence includes agent-assisted chat and email 19.

These features are included only with the Premium licence: 49 34 52

  • Agent-assisted SMS, WhatsApp and Facebook Messenger 49
  • Multi-channel reporting and analytics 34
  • Supervisor monitoring, barge-in and coaching privileges 52

Footnotes to the Flex 3.0 Webex Contact Center included-features table say that some items may require services and some may require Campaign Management software 53.

How licence type is enforced

In Webex Contact Center multimedia and user profiles, Standard agents are prevented from taking social channels, which are reserved for Premium agents 50. When a Standard-licensed user is given profile settings that need Premium, Webex Contact Center applies the lesser privilege of the multimedia profile and the user profile 31. Webex Contact Center recognises unlicensed administrators, who have very limited supervisory access and cannot use Campaign Manager or Analytics 55. All contact center administrators and agents must be mapped to an active subscription on the tenant, and having an active subscription does not grant a user access by itself 32.

IVR ports

Each Webex Contact Center agent licence under Flex 3.0 includes 2 touch-tone IVR ports, whereas Webex Contact Center Enterprise includes 1 IVR port per agent ordered 30 59. IVR ports are counted by simultaneous use within 1 minute, and calls that do not overlap are not counted as concurrent use 28. Contacts waiting in queue do not occupy an IVR port, and a port is occupied while a contact is interacting with IVR menus or messages 29. Customers can buy additional IVR ports separately from agent licences 27.

Flex 3.0 lists 3 paid campaign add-ons for Webex Contact Center: Webex Campaign Management, Agent Campaign Management (legacy) and IVR Campaign Management 17. Outbound campaigns in Webex Contact Center can be configured and used only if the enterprise has bought the premium agent licence and the Campaign Manager SKU 18.

Other paid Flex 3.0 add-ons for Webex Contact Center include additional recording storage, Basic and full Quality Management and Workforce Management, WFO Analytics with Transcription, Enterprise Analytics, a WFO bundle, Google CCAI and Bring Your Own Virtual Agent 41. Customers buying Webex WFO need a statement-of-work quote from certified partners 58.

Webex Contact Center PSTN (USA + Canada) is a paid add-on in Flex 3.0 and is not included with the agent licences 47.

In the Flex 3.0 add-ons table, Webex AI QM is listed for Webex Contact Center only and marked N/A for the other contact center platforms 15. Webex AI Quality Management features become available only after the organisation buys the corresponding SKU and an administrator enables them in Control Hub 14.

Webex Calling Customer Assist is a separate, cloud-only paid add-on in Flex 3.0, available under both Enterprise Agreement and Named User buying models 26.

AI add-on metering

To use Webex AI Agent with Webex Contact Center, a customer buys the AI Agent add-on to the Flex 3.0 Contact Center licence 4. AI Agent is bought in units, with voice usage measured in seconds and digital usage measured in sessions, where up to 10 inbound messages count as 1 session 7. One Webex AI Agent unit provides up to 250 minutes of autonomous voice, 1,600 minutes of scripted voice, 200 autonomous digital sessions or 4,800 scripted digital sessions 6. If an organisation has no active contact center trial or subscription, a partner can set up a contact center trial that includes the Webex AI Agent feature 5.

Cisco AI Assistant is a paid add-on for Webex Contact Center, and its features are visible only to organisations that have bought the add-on 8. Real-Time Assist requires the A-FLEX-AI-ASST add-on SKU, which grants access to all AI Assistant features 10. Each Cisco AI Assistant unit provides up to 1,500 voice minutes or 1,000 digital sessions, or a proportional mix, pooled across the organisation 11. An AI Assistant and AI QM bundle provides 2,500 voice minutes or 1,600 digital sessions when only 1 workload is used, and 1,500 voice minutes or 1,000 digital sessions when both workloads are used 9.

Cisco replaced session-based minimums for AI Agent billing with per-second metering, and the matching AI Assistant change rolled out on 1 May 2026 13.

Commitment and overage

For cloud contact center deployments, the committed agent quantity is the baseline, and usage above it is allowed, calculated monthly and billed monthly in arrears 20. For on-premises Flex 3.0 contact center deployments, customers must modify their subscription to stay compliant when usage exceeds the initial commitment, instead of being billed for overage 39.

Overage SKUs are added to every order automatically, are priced separately from committed SKUs, and apply to usage above committed values for agents, IVR ports and Webex WFO 43. Overage usage is billed in arrears and does not raise the committed quantity of any SKU 42. An agent counts as 1 licence per billing cycle, and an agent counted as Premium at any point in the cycle is billed as Premium for that cycle 44.

Multiple subscriptions in one tenant

In a tenant with multiple subscriptions, the primary subscription is the oldest active one, and it carries the overage for Standard and Premium agents and IVR 46. For AI Agent, AI Assistant and IVR outbound campaigns, entitlements are summed across all subscriptions, and overage falls to the subscription that first carried that usage type 12.

Monitoring consumption

Control Hub shows Current Usage cards for agent licences, covering Premium and Standard consumed this billing cycle against commitment, and for IVR ports, covering maximum daily port use against entitlement, with daily-detail views 25.

Ordering

Partners order Webex Contact Center in Cisco Commerce Workspace using either the A-CJP offer or the A-FLEX-CC Collaboration Flex offer, then finish provisioning in an order set-up wizard 40.

Earlier releases

The Webex Contact Center 1.0 data sheet listed speech-enabled IVR, additional recording storage, outbound campaign management and Workforce Optimization as optional add-ons 56.

See also

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center Enterprise, Cisco Webex AI Agent, Cisco AI Assistant for Webex Contact Center, Cisco Webex AI Quality Management, Cisco Webex Workforce Optimization, Cisco Collaboration Flex 3.0 Contact Center, Cisco Webex Contact Center 1.0, and Cisco Webex Calling Customer Assist. Deployments: cloud, on-premises, and multi-tenant. Sources checked 2026-09-30. Commitment and overage rules are documented separately for cloud and on-premises Flex 3.0 contact center deployments 20 39. The Named Agent model applies only to Webex Contact Center, not to Webex Contact Center Enterprise or the on-premises contact center products 37. The PSTN add-on is the Webex Contact Center PSTN (USA + Canada) offering 47. Webex Calling Customer Assist is cloud-only 26. The AI Assistant per-second metering change rolled out on 1 May 2026 13. The Webex Contact Center 1.0 add-on list comes from the Webex Contact Center 1.0 data sheet 56.

What remains uncertain

The contractual definitions and terms in the Flex Plan Contact Center offer description are not covered by the sources below. On whether any Cisco AI Assistant feature is included without the A-FLEX-AI-ASST add-on, the documentation says AI Assistant features are visible only to organisations that have bought the add-on, and that this SKU grants access to all AI Assistant features 8 10. The Flex 3.0 contact center minimum term and minimum agent quantity are not covered by the sources below. Webex Calling Customer Assist is documented as a separate paid add-on 26. How Webex Calling Customer Assist licensing compares with Webex Contact Center agent licensing is not covered by the sources below. Preview dialing is included with both agent types, and outbound campaigns require the premium agent licence and the Campaign Manager SKU 45 18. Whether predictive and progressive dialing specifically is included in the Standard licence is not covered by the sources below. The period over which the concurrent peak is taken, daily or billing month, and the meaning of the sampling rule raised in research are not covered by the sources below. The scope and metering of the Webex Contact Center PSTN (USA + Canada) add-on, beyond its being a paid add-on outside the agent licences, are not covered by the sources below. How supervisor sign-ins appear in licence consumption reports is not covered by the sources below.

See also

Part of

Related to

Sold under

  • Cisco Collaboration Flex Plan — Current Webex Contact Center agent licences and add-ons are sold as Cisco Collaboration Flex 3.0 Contact Center subscriptions.

Referenced by

  • CCaaS platforms comparedstub — Proposed. Webex Contact Center Standard/Premium and Named/Concurrent agent models are summarised here and owned there.
  • Cisco Collaboration Flex Plan — Flex 3.0 Contact Center (A-FLEX-3-CC) is the subscription vehicle for Webex Contact Center; Webex Contact Center Enterprise; UCCE; PCCE and UCCX agent entitlements
  • How contact center vendors price AI — Webex AI Agent and AI Assistant unit definitions in this packet overlap Webex Contact Center licensing; topic id taken from the sibling research directory name and not verified against the topic registry
  • Webex contact center — Licensing detail (Standard and Premium; concurrent and named counting) belongs in that topic; this packet holds only the overview claims.

Sources

  1. 1
    One read of Flex 3.0 Table 4 reported advanced outbound (predictive and progressive dialing) as Included for the Standard Webex Contact Center agent.disputed
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Advanced outbound (outbound option for predictive and progressive dialing), Standard column · Checked 2026-09-30
  2. 2
    A second read of Flex 3.0 Table 4 reported advanced outbound (predictive and progressive dialing) as Not Included for the Standard Webex Contact Center agent.disputed
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Advanced outbound (outbound option for predictive and progressive dialing), Standard column · Checked 2026-09-30
  3. 3
    Flex 3.0 Contact Center human agent licences come in two types, Standard Agent and Premium Agent.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Agent types section · Checked 2026-09-30
  4. 4
    To use Webex AI Agent with Webex Contact Center, a customer buys the AI Agent add-on to the Flex 3.0 Contact Center licence.
    Webex AI Agent Studio Administration guide · Subscription / licensing section · Checked 2026-09-30
  5. 5
    If an organisation has no active contact center trial or subscription, a partner can set up a contact center trial that includes the Webex AI Agent feature.
    Webex AI Agent Studio Administration guide · Subscription / licensing section, trial paragraph · Checked 2026-09-30
  6. 6
    One Webex AI Agent unit provides up to 250 minutes of autonomous voice, 1,600 minutes of scripted voice, 200 autonomous digital sessions or 4,800 scripted digital sessions.
    Webex Contact Center license consumption and reporting · AI Agent usage section, per-unit maximums table · Checked 2026-09-30
  7. 7
    Webex AI Agent is bought as an add-on in units; voice usage is measured in seconds and digital usage in sessions, where up to 10 inbound messages count as one session.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Add-ons and usage licensing section, AI Agent · Checked 2026-09-30
  8. 8
    Cisco AI Assistant is a paid add-on for Webex Contact Center, and its features are visible only to organisations that have bought the add-on.
    Cisco AI Assistant for Webex Contact Center · Get started article, licensing note · Checked 2026-09-30
  9. 9
    An AI Assistant and AI QM bundle provides 2,500 voice minutes or 1,600 digital sessions when only one workload is used, and 1,500 voice minutes or 1,000 digital sessions when both workloads are used.
    Webex Contact Center license consumption and reporting · AI Assistant and AI QM bundle usage section · Checked 2026-09-30
  10. 10
    Real-Time Assist requires the A-FLEX-AI-ASST add-on SKU, which grants access to all AI Assistant features.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist · Prerequisites section · Checked 2026-09-30
  11. 11
    Each Cisco AI Assistant unit provides up to 1,500 voice minutes or 1,000 digital sessions, or a proportional mix, pooled across the organisation.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 10, add-ons for contact center offers, Cisco AI Assistant row · Checked 2026-09-30
  12. 12
    For AI Agent, AI Assistant and IVR outbound campaigns, entitlements are summed across all subscriptions, and overage falls to the subscription that first carried that usage type.
    Multiple subscriptions in Webex Contact Center · Overage responsibility section · Checked 2026-09-30
  13. 13
    Cisco replaced session-based minimums for AI Agent billing with per-second metering, and the matching AI Assistant change rolled out on 1 May 2026.
    What's new for administrators in Webex Contact Center · What's new entry dated June 01, 2026, 'Enhancing Cost Efficiency for AI Agent and AI Assistant Usage' · Checked 2026-09-30
  14. 14
    Webex AI Quality Management features become available only after the organisation buys the corresponding SKU and an administrator enables them in Control Hub.
    What's new for administrators in Webex Contact Center · What's new entry dated March 26, 2026, Webex AI Quality Management feature enablement · Checked 2026-09-30
  15. 15
    In the Flex 3.0 add-ons table, Webex AI QM is listed for Webex Contact Center only and marked N/A for the other contact center platforms.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 10, add-ons for contact center offers, Webex AI QM row · Checked 2026-09-30
  16. 16
    Voice callback, web callback, IVR text-to-speech and standard CRM connectors are included with both Standard and Premium Webex Contact Center agent licences.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, rows Voice callback, Web callback, IVR Text to Speech, Standard CRM connectors · Checked 2026-09-30
  17. 17
    Flex 3.0 lists three paid campaign add-ons for Webex Contact Center: Webex Campaign Management, Agent Campaign Management (legacy) and IVR Campaign Management.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 10, add-ons for contact center offers, campaign management rows · Checked 2026-09-30
  18. 18
    Outbound campaigns in Webex Contact Center can be configured and used only if the enterprise has bought the premium agent licence and the Campaign Manager SKU.
    Configure Voice Outbound Campaign Modes in Webex Contact Center · Prerequisites / licensing requirement paragraph · Checked 2026-09-30
  19. 19
    In Flex 3.0, the Standard Webex Contact Center agent licence includes agent-assisted chat and email.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Chat and email (agent assisted), Standard column · Checked 2026-09-30
  20. 20
    For cloud contact center deployments the committed agent quantity is the baseline; usage above it is allowed, calculated monthly and billed monthly in arrears.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Commitment and overages section · Checked 2026-09-30
  21. 21
    Under the Concurrent Agent model, the licensed quantity is the maximum number of Contact Center users who are logged in at the same time.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Buying models section, Concurrent Agent definition · Checked 2026-09-30
  22. 22
    Concurrent agent usage is counted as the highest number of agents logged in at the same time.
    Webex Contact Center license consumption and reporting · Concurrent agents section · Checked 2026-09-30
  23. 23
    For concurrent licensing, an agent is counted as usage when signed in for at least one minute in each of four consecutive 15-minute sampling periods.
    Webex Contact Center license consumption and reporting · Concurrent agents section · Checked 2026-09-30
  24. 24
    Webex Connect for self-service channels is included with both Standard and Premium Webex Contact Center agent licences.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Webex Connect (self-service channels) · Checked 2026-09-30
  25. 25
    Control Hub shows Current Usage cards for agent licences (Premium and Standard consumed this billing cycle against commitment) and IVR ports (maximum daily port use against entitlement), with daily-detail views.
    Webex Contact Center license consumption and reporting · License usage reports section, Agent License and IVR Port License Current Usage cards · Checked 2026-09-30
  26. 26
    Webex Calling Customer Assist is a separate, cloud-only paid add-on in Flex 3.0, available under both Enterprise Agreement and Named User buying models.
    Cisco Collaboration Flex Plan 3.0 and Webex Suite Data Sheet · Contact center products section, Webex Calling Customer Assist · Checked 2026-09-30
  27. 27
    Customers can buy additional IVR ports separately from agent licences.
    Webex Contact Center license consumption and reporting · IVR ports section · Checked 2026-09-30
  28. 28
    IVR ports are counted by simultaneous use within one minute, and calls that do not overlap are not counted as concurrent use.
    Webex Contact Center license consumption and reporting · IVR ports section · Checked 2026-09-30
  29. 29
    Contacts waiting in queue do not occupy an IVR port; a port is occupied while a contact is interacting with IVR menus or messages.
    Webex Contact Center license consumption and reporting · IVR ports section · Checked 2026-09-30
  30. 30
    Each Webex Contact Center agent licence under Flex 3.0 includes two touch-tone IVR ports, whether the licence is Standard or Premium.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, included features for Webex Contact Center, row Touch-tone IVR (2 ports per agent) · Checked 2026-09-30
  31. 31
    When a Standard-licensed user is given profile settings that need Premium, Webex Contact Center applies the lesser privilege of the multimedia profile and the user profile.
    Manage access in Webex Contact Center · License information section · Checked 2026-09-30
  32. 32
    All contact center administrators and agents must be mapped to an active subscription on the tenant; having an active subscription does not grant a user access by itself.
    Multiple subscriptions in Webex Contact Center · License assignment section · Checked 2026-09-30
  33. 33
    Customers may mix deployment models and agent types under a single Flex 3.0 Contact Center subscription.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Buying models / agent types prose · Checked 2026-09-30
  34. 34
    Multi-channel reporting and analytics are included only with the Premium Webex Contact Center agent licence.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Multi-channel reporting and analytics · Checked 2026-09-30
  35. 35
    For named licensing, a licence is counted for every agent who signs in to Webex Contact Center during the month, with the month set by the subscription billing date.
    Webex Contact Center license consumption and reporting · Named agents section · Checked 2026-09-30
  36. 36
    Under the Named Agent model, one licence is counted for each unique Contact Center user who logs in during a given month.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Buying models section, Named Agent definition · Checked 2026-09-30
  37. 37
    The Named Agent buying model is available only for Webex Contact Center, not for Webex Contact Center Enterprise or the on-premises contact center products.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Buying models section, Named Agent definition (for Webex Contact Center only) · Checked 2026-09-30
  38. 38
    All Webex Contact Center subscriptions in one tenant must use the same buying model, either all concurrent or all named; provisioning prevents mixing them.
    Multiple subscriptions in Webex Contact Center · Multiple subscriptions article, constraints paragraph · Checked 2026-09-30
  39. 39
    For on-premises Flex 3.0 contact center deployments, customers must modify their subscription to stay compliant when usage exceeds the initial commitment, instead of being billed for overage.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Commitment and overages section, on-premises paragraph · Checked 2026-09-30
  40. 40
    Partners order Webex Contact Center in Cisco Commerce Workspace using either the A-CJP offer or the A-FLEX-CC Collaboration Flex offer, then finish provisioning in an order set-up wizard.
    Create a Webex Contact Center Order for a Customer · Create an order section · Checked 2026-09-30
  41. 41
    Other paid Flex 3.0 add-ons for Webex Contact Center include additional recording storage, Basic and full Quality Management and Workforce Management, WFO Analytics with Transcription, Enterprise Analytics, a WFO bundle, Google CCAI and Bring Your Own Virtual Agent.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 10, add-ons for contact center offers · Checked 2026-09-30
  42. 42
    Overage usage is billed in arrears and does not raise the committed quantity of any SKU.
    Webex Contact Center license consumption and reporting · Overage section · Checked 2026-09-30
  43. 43
    Overage SKUs are added to every order automatically, are priced separately from committed SKUs, and apply to usage above committed values for agents, IVR ports and Webex WFO.
    Webex Contact Center license consumption and reporting · Overage section · Checked 2026-09-30
  44. 44
    An agent counts as one licence per billing cycle, and an agent counted as Premium at any point in the cycle is billed as Premium for that cycle.
    Webex Contact Center license consumption and reporting · Named agents section · Checked 2026-09-30
  45. 45
    Basic outbound (preview dialing) is included with both Standard and Premium Webex Contact Center agent licences.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Basic outbound (preview dialing) · Checked 2026-09-30
  46. 46
    In a tenant with multiple subscriptions, the primary subscription is the oldest active one, and it carries the overage for Standard and Premium agents and IVR.
    Multiple subscriptions in Webex Contact Center · Primary subscription section · Checked 2026-09-30
  47. 47
    Webex Contact Center PSTN (USA + Canada) is a paid add-on in Flex 3.0 and is not included with the agent licences.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 10, add-ons for contact center offers, Webex Contact Center PSTN (USA + Canada) row · Checked 2026-09-30
  48. 48
    Both Standard and Premium Webex Contact Center agent licences include call recording with one month of retention.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Call recording (one month) · Checked 2026-09-30
  49. 49
    Agent-assisted SMS, WhatsApp and Facebook Messenger are included only with the Premium Webex Contact Center agent licence, not with Standard.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row SMS, WhatsApp, Facebook Messenger (agent assisted) · Checked 2026-09-30
  50. 50
    In Webex Contact Center multimedia and user profiles, Standard agents are prevented from taking social channels, which are reserved for Premium agents.
    Manage access in Webex Contact Center · License information section · Checked 2026-09-30
  51. 51
    Supervisors and administrators always require a Premium Agent licence, on every contact center platform in the Flex 3.0 offer.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Agent types section · Checked 2026-09-30
  52. 52
    Supervisor monitoring, barge-in and coaching privileges are included only with the Premium Webex Contact Center agent licence.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4, row Supervisor privileges (monitoring, barge-in, coaching) · Checked 2026-09-30
  53. 53
    Footnotes to the Flex 3.0 Webex Contact Center included-features table say that some items may require services and some may require Campaign Management software.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Table 4 footnotes 1 and 2 · Checked 2026-09-30
  54. 54
    Cisco Collaboration Flex 3.0 Contact Center offers two buying models: a Concurrent Agent model and a Named Agent model.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Buying models section · Checked 2026-09-30
  55. 55
    Webex Contact Center recognises unlicensed administrators, who have very limited supervisory access and cannot use Campaign Manager or Analytics.
    Manage access in Webex Contact Center · License information section, administrator licences · Checked 2026-09-30
  56. 56
    The Webex Contact Center 1.0 data sheet listed speech-enabled IVR, additional recording storage, outbound campaign management and Workforce Optimization as optional add-ons.
    Webex Contact Center 1.0 Data Sheet · Licensing section, add-on features · Checked 2026-09-30
  57. 57
    In the Webex Contact Center 1.0 data sheet, the Standard agent was a voice-only package, and the Premium agent added chat, email, multi-channel reporting and supervisor monitoring.
    Webex Contact Center 1.0 Data Sheet · Licensing section, Standard Agent and Premium Agent descriptions · Checked 2026-09-30
  58. 58
    Customers buying Webex WFO need a statement-of-work quote from certified partners.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Add-ons section, Webex Workforce Optimization paragraph · Checked 2026-09-30
  59. 59
    In Flex 3.0, Webex Contact Center Enterprise includes one IVR port per agent ordered, unlike the two ports per agent included with Webex Contact Center.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Included features table for Webex Contact Center Enterprise, IVR row · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cisco AI Assistant for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-01 · accessed 2026-09-16

tier 2 current vendor documentation

Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist

Cisco Systems, Inc. (help.webex.com) · 2026-02-10 · accessed 2026-09-16

tier 2 current vendor documentation

Cisco Collaboration Flex 3.0 Contact Center Data Sheet

Cisco Systems, Inc. · 2026-06-11 · accessed 2026-09-04

tier 2 current vendor documentation

Cisco Collaboration Flex Plan 3.0 and Webex Suite Data Sheet

Cisco Systems · 2026-06-18 · accessed 2026-09-05

tier 2 current vendor documentation

Configure Voice Outbound Campaign Modes in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-04-01 · accessed 2026-09-16

tier 2 current vendor documentation

Create a Webex Contact Center Order for a Customer

Cisco Systems, Inc. (Webex Help Center) · 2025-01-23 · accessed 2026-09-05

tier 2 current vendor documentation

Manage access in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-20 · accessed 2026-09-16

tier 2 current vendor documentation

Multiple subscriptions in Webex Contact Center

Cisco Webex Help Center · 2025-05-22 · accessed 2026-09-30

tier 2 current vendor documentation

Webex AI Agent Studio Administration guide

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-04

tier 2 current vendor documentation

Webex Contact Center 1.0 Data Sheet

Cisco · 2021-11-16 · accessed 2026-09-30

tier 2 current vendor documentation

Webex Contact Center license consumption and reporting

Cisco · 2026-07-31 · accessed 2026-09-30

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

Cite this page

APA

WarmTransfer. (2026, September 30). Webex Contact Center licensing. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-licensing

BibTeX

@misc{warmtransfer-webex-cc-licensing,
  title  = {Webex Contact Center licensing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-licensing},
  note   = {Verified 2026-09-30}
}