# Webex Contact Center Enterprise add-on ecosystem Canonical: https://warmtransfer.net/knowledge/wxcce-add-on-ecosystem Last verified: 2026-09-24 The 2020 Webex Contact Center Enterprise (Webex CCE) add-on overview describes the add-ons as Cisco-owned and Cisco-managed solutions built on third-party technology, spanning workforce optimization, campaign management, messaging, speech recognition, text-to-speech, and desktop and digital channels[^5]. Cisco markets Webex CCE as supporting up to 36,000 concurrent agents[^53]. ## Management and Support Split For the 2020 Webex CCE add-ons, Cisco manages the solutions and provides tier-2 and tier-3 support, while the authorized Webex CCE partner is responsible for customer configuration and tier-1 support[^40]. When ordering Webex CCE under Flex 3.0, a one-time Core Build Services order for the primary geographic location and any remote locations is required as part of the initial order[^11]. In addition, supervisors and administrators under Flex 3.0 always require a Premium Agent license, regardless of platform[^35]. ## Historic 2020 Add-on Portfolio WarmTransfer's reading of the sources is that because the 2020 add-on overview predates the 2023 end-of-sale notice as well as the 2024 and 2025 ownership changes at Acqueon, Calabrio, and Verint, it should be treated as a historic catalogue rather than a current price list[^1]. ### Workforce Optimization The 2020 Webex CCE add-on overview covers workforce optimization as Cisco-owned and Cisco-managed solutions built on third-party technology[^5]: * **Calabrio**: Calabrio add-ons (Call Recording, Quality Management, Workforce Management, and Speech Analytics with Transcription) were licensed per named agent[^9]. The Calabrio Quality Management add-on included Calabrio Call Recording[^10]. * **Verint**: Verint Workforce Optimization and Enablement add-ons were licensed per named agent[^44]. The Verint Screen Capture and Quality Management add-ons each required Verint Call Recording[^46]. The full 2020 Verint add-on portfolio covered 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[^45]. ### Speech, Campaign Management, and Messaging The 2020 Webex CCE add-on overview also covers campaign management, messaging, speech recognition, text-to-speech, and desktop and digital channels[^5]: * **Nuance**: Speech recognition and text-to-speech were managed and hosted directly in Webex CCE data centers[^30]. Nuance add-ons (Recognizer tiers, Vocalizer, Dragon Voice, and dialog-module bundles) were licensed per port[^32]. Nuance Dragon Voice included Recognizer Tier 4[^12]. Partners offering the Nuance add-on were responsible for deployment, including grammar tuning[^31]. * **Acqueon**: Acqueon List and Campaign Management handled IVR and agent-based campaigns, with optional add-ons extending coverage to TCPA compliance, two-way SMS, and email[^3]. These add-ons were licensed per concurrent agent, with the single exception of Voice Drop Campaigns, which was licensed per CVP port and required 1 CVP port per voice drop campaign ordered[^2][^47]. * **Webtext**: The Webtext SMS add-on required an initial order of 200 agents, providing an allowance of 60,000 SMS and 3,000 MMS messages per month[^48]. Every agent added above the initial 200 added 300 SMS and 15 MMS messages to that allowance[^49]. * **Desktop and CRM Connectors**: The Bucher and Suter CRM connector was licensed per named agent, whereas Upstream Works for Finesse was licensed per concurrent agent[^8]. ## Flex 3.0 and Current Add-on Structure In the 2023 Webex CCE data sheet, workforce management, WFO analytics and the IaaS add-on are optional for both Standard and Premium agents[^33]. Webex CCE optionally provides cloud workforce management services on a named-agent basis through Webex WFO[^50]. SMS digital channels are included with Premium agents subject to usage charges, but are not included with Standard agents[^36]. IaaS add-ons allow customers to bring their own contact center software applications into the Webex CCE data center, billed by the number of 2.6 GHz virtual CPUs, virtual memory, and SSD storage[^27]. The June 2026 Flex 3.0 contact center data sheet lists the following WFO add-ons for Webex CCE: Basic Quality Management, Quality Management, Basic Workforce Management, Workforce Management, WFO Analytics with Transcription, Enterprise Analytics, WFO Bundle, WFO Storage, WFO Call Recording, and WFO Insights[^26]. However, the Flex 3.0 WFO Bundle cannot be combined with a-la-carte Quality Management, Workforce Management, WFO Analytics, or WFO Analytics with Transcription[^51]. WarmTransfer's reading of the sources is that the workforce optimization route has shifted from the 2020 model of distinct Calabrio or Verint add-ons to Cisco-branded Webex WFO add-ons, and Calabrio and Verint are no longer independent alternatives at the vendor level[^52]. Flex 3.0 also introduces AI add-ons available for Webex CCE: Cisco AI Assistant, Webex AI Agent, and Bring Your Own Virtual Agent[^23]. Conversely, the June 2026 data sheet designates Webex AI QM, additional recording storage, Webex Campaign Management, the agent and IVR campaign management add-ons, Google CCAI, and Webex Contact Center PSTN as not applicable to Webex CCE[^25]. ## End-of-Sale Milestones and Industry Acquisitions Cisco announced end of sale for select Webex CCE add-on SKUs on August 1, 2023, setting an end-of-sale date of January 31, 2024[^15]. For these selected SKUs, January 31, 2026 marked both the final date to renew or expand an existing subscription and the final date of subscription support[^18]. WarmTransfer's reading of the sources is that as of 2026-09-24, the Nuance NR3 and Vocalizer and the Acqueon OBL add-on SKUs for Webex CCE are past their last date of Cisco subscription support, so Cisco-sold Acqueon and Nuance under those SKUs is no longer a supported route[^20]. The 2023 end-of-sale notice affected specific components: * **Nuance**: Covered only Nuance Recognizer Tier 3 (A-FLEX-WCCE-NR3) and Nuance Vocalizer (A-FLEX-WCCE-NV), along with overage variants[^17]. * **Acqueon**: Covered the Acqueon Outbound List and Campaign concurrent-agent SKU (A-FLEX-WCCE-OBL) and its overage SKU, omitting the Acqueon TCPA, SMS, email, or voice-drop SKUs[^13]. * **Infrastructure and Voice**: Covered the Webex CCE Cisco Emergency Responder SKU and PSTN toll and toll-free inbound audio SKUs, including entitlement and overage options[^14]. The notice listed no replacement SKUs, advising customers to evaluate migrating to equivalent offerings under the Cisco SolutionsPlus program for Acqueon and Nuance services[^19]. Cisco SolutionsPlus places third-party technology on the Cisco Global Price List, where products remain governed by the third party's own terms and service agreements[^37]. The underlying third-party add-on vendors have also undergone corporate acquisitions: * Microsoft completed its acquisition of Nuance Communications on March 4, 2022[^28]. * Five9 announced a definitive agreement to acquire Acqueon on August 8, 2024, and Five9's 10-Q for the quarter ended September 30, 2024 records that Five9 acquired Acqueon Inc. in August 2024[^21][^22]. * Thoma Bravo announced an agreement to acquire Verint for a $2 billion enterprise value on August 25, 2025, and completed the acquisition on November 26, 2025, combining Verint with Calabrio[^41][^43]. ## See also See also [Webex Contact Center Enterprise as a distinct product](https://warmtransfer.net/knowledge/webex-contact-center-enterprise). See also [Webex Workforce Optimization and quality management](https://warmtransfer.net/knowledge/webex-wfo-quality-management). ## Applicability Applies to: Cisco Webex Contact Center Enterprise, Cisco SolutionsPlus, Cisco Collaboration Flex 3.0 Contact Center, Five9 Acqueon, Verint; Calabrio, and Microsoft Nuance. Deployments: multi-tenant, cisco-hosted, and not-applicable. Sources checked 2026-09-24. The 2023 Webex CCE data sheet documents global availability in North America, Europe, Australia, Singapore, Japan, and Brazil[^7]. ## What remains uncertain Whether Webex WFO technology provenance relies on an OEM arrangement with Calabrio for Webex CCE is not covered by the sources below. The status of unlisted Nuance SKUs (such as NR2, NR4, Dragon, or NVL dialog modules) following the 2023 end-of-sale notice is not covered by the sources below. The text and provisions of the Cisco Collaboration Flex Plan Contact Center offer description PDF are not covered by the sources below. The specific sections of the Cisco collaboration ordering guide governing Webex CCE add-ons are not covered by the sources below. The licensing units for Cisco AI Assistant, Webex AI Agent, and Bring Your Own Virtual Agent on Webex CCE are not covered by the sources below. The post-merger partnership status between Cisco and the combined Verint-Calabrio entity for Webex CCE is not covered by the sources below. Continuing support for Cisco Webex CCE customers using Acqueon under Five9 ownership is not covered by the sources below. Finally, the contents of Webex Workforce Optimization datasheet c78-743932 are not covered by the sources below. ## Sources [^1]: The 2020 add-on overview predates the 2023 end-of-sale notice and the 2024 and 2025 ownership changes at Acqueon, Calabrio and Verint, so it should be treated as a historic catalogue rather than a current price list (inferred). Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Milestones table and product part numbers table, compared with cisco-datasheet-flex-wxcce-addons SKU tables. Checked 2026-09-24. [^2]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Acqueon List and Campaign Management', SKU table. Checked 2026-09-24. [^3]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Acqueon List and Campaign Management', description and rows A-FLEX-WCCE-TCPA, -LCMS, -LCME. Checked 2026-09-24. [^4]: The former acqueon.com URL for the Acqueon 'Engagement for Cisco Webex Contact Center Enterprise' datasheet now leads to a Five9 page stating that Acqueon is officially part of Five9. Source: [Acqueon Resources & Documentation Hub](https://acqueon.com/resources/datasheets/engagement-for-cisco-webex-contact-center-enterprise/), Page heading block of the Acqueon Resources & Documentation Hub. Checked 2026-09-24. [^5]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Introduction (opening paragraph before 'Calabrio workforce management, recording, and quality management'). Checked 2026-09-24. [^6]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Global availability'. Checked 2026-09-24. [^7]: The 2023 Webex CCE data sheet states availability in North America, Europe, Australia, Singapore, Japan and Brazil. Source: [Webex Contact Center Enterprise Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/datasheet-c78-743365.html), Section 'Global availability'. Checked 2026-09-24. [^8]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Sections 'Bucher and Suter CRM connector' (A-FLEX-WCCE-BSC) and 'Upstream Works for Finesse' (A-FLEX-WCCE-USWV). Checked 2026-09-24. [^9]: The Calabrio add-ons for Webex CCE (Call Recording, Quality Management, Workforce Management, Speech Analytics with Transcription) are licensed per named agent. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Calabrio workforce management, recording, and quality management', SKU table. Checked 2026-09-24. [^10]: In the 2020 catalogue, the Calabrio Quality Management add-on for Webex CCE includes Calabrio Call Recording. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Calabrio workforce management, recording, and quality management', row A-FLEX-WCCE-CAQM. Checked 2026-09-24. [^11]: When ordering Webex CCE under Flex 3.0, a one-time Core Build Services order for the primary geographic location and any remote locations is required, and it must be part of the initial order. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 6 'Included features for Webex Contact Center Enterprise', footnote 3. Checked 2026-09-24. [^12]: In the 2020 catalogue, the Nuance Dragon Voice add-on for Webex CCE includes Recognizer Tier 4. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Nuance section row A-FLEX-WCCE-NDR. Checked 2026-09-24. [^13]: The 2023 Webex CCE add-on end-of-sale notice covers the Acqueon Outbound List and Campaign concurrent-agent SKU (A-FLEX-WCCE-OBL) and its overage SKU. It does not list the Acqueon TCPA, SMS, email or voice-drop add-on SKUs. Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Product part numbers table, rows A-FLEX-WCCE-OBL and -OBL-O. Checked 2026-09-24. [^14]: The same 2023 end-of-sale notice also covers the Webex CCE Cisco Emergency Responder SKU and the Webex CCE PSTN toll and toll-free inbound audio SKUs, including their overage and entitlement variants. Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Product part numbers table, rows A-FLEX-WCCE-CER, -DID, -TF and -O/-ENT variants. Checked 2026-09-24. [^15]: Cisco announced end of sale for selected Webex CCE add-on SKUs on August 1, 2023, with an end-of-sale date of January 31, 2024. Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Table 1 End-of-life milestones, rows 'End-of-Life Announcement Date' and 'End-of-Sale Date'. Checked 2026-09-24. [^16]: The 2023 Webex CCE add-on end-of-sale notice lists no Calabrio or Verint SKUs. Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Product part numbers table (complete listing). Checked 2026-09-24. [^17]: The only Nuance SKUs in the 2023 Webex CCE add-on end-of-sale notice are Nuance Recognizer Tier 3 (A-FLEX-WCCE-NR3) and Nuance Vocalizer (A-FLEX-WCCE-NV), with their overage variants. Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Product part numbers table, rows A-FLEX-WCCE-NR3, -NR3-O, -NV, -NV-O. Checked 2026-09-24. [^18]: For the selected Webex CCE add-on SKUs, January 31, 2026 was both the last date to renew or add to an existing subscription and the last date of subscription support. Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Milestones table, rows 'End of Change/Renewal Date (Subscription)' and 'Last Date of Support (Subscription)'. Checked 2026-09-24. [^19]: The 2023 end-of-sale notice names no replacement SKUs. It advises existing customers to consider migrating to an equivalent offer under the Cisco SolutionsPlus program for Acqueon and Nuance services. Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Product part numbers table (replacement columns empty) and migration statement below the table. Checked 2026-09-24. [^20]: As of 2026-09-24, the Nuance NR3 and Vocalizer and the Acqueon OBL add-on SKUs for Webex CCE are past their last date of Cisco subscription support, so Cisco-sold Acqueon and Nuance under those SKUs is no longer a supported route (inferred). Source: [End-of-Sale and End-of-Life Announcement for the Cisco Webex Contact Center Enterprise Add-ons - Select Skus](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-contact-center-enterprise-skus-eol.html), Milestones table, 'Last Date of Support (Subscription)' = January 31, 2026. Checked 2026-09-24. [^21]: On August 8, 2024, Five9 announced a definitive agreement to acquire Acqueon and expected the deal to close in the second half of 2024. Source: [Five9 to Acquire Acqueon to Expand its Industry-Leading Omnichannel Outreach and Journey Orchestration for the Enterprise](https://www.five9.com/news/news-releases/five9-acquire-acqueon-expand-its-industry-leading-omnichannel-outreach-and), First paragraph and transaction details paragraph. Checked 2026-09-24. [^22]: Five9's 10-Q for the quarter ended September 30, 2024 records that Five9 acquired Acqueon Inc. in August 2024. Source: [Five9, Inc. Form 10-Q for the quarterly period ended September 30, 2024](https://www.sec.gov/Archives/edgar/data/1288847/000128884724000153/fivn-20240930.htm), Notes to condensed consolidated financial statements, Note 13 (goodwill and intangibles); cash flow statement line for Acqueon acquisition. Checked 2026-09-24. [^23]: The June 2026 Flex 3.0 contact center data sheet marks Cisco AI Assistant, Webex AI Agent and Bring Your Own Virtual Agent as add-ons available for Webex CCE. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 10 'Add-ons for contact center offers', column 'Webex CCE'. Checked 2026-09-24. [^24]: The June 2026 Flex 3.0 contact center data sheet does not name Calabrio, Verint, Nuance or Acqueon among the contact center add-ons. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 10 'Add-ons for contact center offers' (whole table) and document body. Checked 2026-09-24. [^25]: The June 2026 Flex 3.0 contact center data sheet marks Webex AI QM, additional recording storage, Webex Campaign Management, the agent and IVR campaign management add-ons, Google CCAI and Webex Contact Center PSTN as not applicable to Webex CCE. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 10 'Add-ons for contact center offers', N/A entries in column 'Webex CCE'. Checked 2026-09-24. [^26]: The June 2026 Flex 3.0 contact center data sheet marks these WFO add-ons as available for Webex CCE: Basic Quality Management, Quality Management, Basic Workforce Management, Workforce Management, WFO Analytics with Transcription, Enterprise Analytics, WFO Bundle, WFO Storage, WFO Call Recording and WFO Insights. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 10 'Add-ons for contact center offers', column 'Webex CCE'. Checked 2026-09-24. [^27]: Webex CCE IaaS add-ons are for customers who bring their own contact center software applications to host in the Webex CCE data center, and they are charged by number of 2.6 GHz virtual CPUs, virtual memory and SSD storage. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 6 'Included features for Webex Contact Center Enterprise', footnote 6. Checked 2026-09-24. [^28]: Microsoft completed its acquisition of Nuance Communications on March 4, 2022. Source: [Microsoft completes acquisition of Nuance, ushering in new era of outcomes-based AI](https://news.microsoft.com/source/2022/03/04/microsoft-completes-acquisition-of-nuance-ushering-in-new-era-of-outcomes-based-ai/), First paragraph. Checked 2026-09-24. [^29]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Nuance section, Recognizer Additional Language rows (A-FLEX-WCCE-NR2L/NR3L/NR4L). Checked 2026-09-24. [^30]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Nuance speech recognition and Text-To-Speech', opening paragraph. Checked 2026-09-24. [^31]: Partners that offer the 2020 Nuance add-on for Webex CCE are responsible for deploying it, including grammar tuning. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Nuance speech recognition and Text-To-Speech', paragraph after SKU table. Checked 2026-09-24. [^32]: The Nuance add-ons for Webex CCE (Recognizer tiers, Vocalizer, Dragon Voice, and dialog-module bundles) are licensed per port. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Nuance speech recognition and Text-To-Speech', SKU table. Checked 2026-09-24. [^33]: In the 2023 Webex CCE data sheet, workforce management, WFO analytics and the IaaS add-on are optional for both Standard and Premium agents. Source: [Webex Contact Center Enterprise Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/datasheet-c78-743365.html), Section 'Features and benefits by agent types', feature table rows for workforce management, WFO analytics and IaaS. Checked 2026-09-24. [^34]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Summary of add-ons available for Webex CCE' and overage column of each SKU table. Checked 2026-09-24. [^35]: Under Flex 3.0, supervisors and administrators always need a Premium Agent license, regardless of platform. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Section 'Agent types'. Checked 2026-09-24. [^36]: In the 2023 Webex CCE data sheet, the SMS digital channel is included with Premium agents subject to usage charges, and is not included with Standard agents. Source: [Webex Contact Center Enterprise Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/datasheet-c78-743365.html), Section 'Agent types' and feature table row for Digital Channels (SMS). Checked 2026-09-24. [^37]: Cisco SolutionsPlus puts third-party technology on the Cisco Global Price List, and those offers are subject to the third party's own terms (EULAs or service agreements). Source: [SolutionsPlus - Cisco](https://www.cisco.com/c/en/us/partners/partner-with-cisco/developer/solutionsplus.html), Introductory section and third-party terms section. Checked 2026-09-24. [^38]: The SolutionsPlus page lists Acqueon (outbound campaign management and dialer), Calabrio (encrypted call recording and WFO), Nuance (voice recognition) and Verint (workforce optimization) as partners. Source: [SolutionsPlus - Cisco](https://www.cisco.com/c/en/us/partners/partner-with-cisco/developer/solutionsplus.html), Partner table, rows Acqueon, Calabrio, Nuance, Verint. Checked 2026-09-24. [^39]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Calabrio section row A-FLEX-WCCE-CSA; Verint section rows A-FLEX-WCCE-VSA and A-FLEX-WCCE-VSAL. Checked 2026-09-24. [^40]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Introduction paragraph. Checked 2026-09-24. [^41]: On August 25, 2025, Thoma Bravo announced an all-cash deal to acquire Verint at a $2 billion enterprise value, and said that Calabrio and Verint would be combined into one company after the close. Source: [Thoma Bravo to Acquire Verint to Join Forces with Calabrio to Create an AI-Driven Customer Experience Powerhouse](https://www.thomabravo.com/press-releases/thoma-bravo-to-acquire-verint-to-join-forces-with-calabrio-to-create-an-ai-driven-customer-experience-powerhouse), First paragraph. Checked 2026-09-24. [^42]: No Jitter reports that since a February 2026 announcement, the combined company operates under the Verint name and Calabrio solutions are supported and enhanced as part of the Verint CX Automation Platform. Source: [Following the combination with Calabrio, the new Verint focuses on integration](https://www.nojitter.com/contact-centers/following-the-combination-with-calabrio-the-new-verint-focuses-on-integration), Opening section of the article, quoting the February 2026 company announcement. Checked 2026-09-24. [^43]: Thoma Bravo completed its acquisition of Verint on November 26, 2025 and combined it with Calabrio. Source: [Thoma Bravo Completes Acquisition of Verint, a Leader in AI-Driven Customer Experience Automation](https://www.thomabravo.com/press-releases/thoma-bravo-completes-acquisition-of-verint-a-leader-in-ai-driven-customer-experience-automation), First paragraph. Checked 2026-09-24. [^44]: The Verint Workforce Optimization and Enablement add-ons for Webex CCE are licensed per named agent. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Verint workforce optimization and enablement suites', SKU table. Checked 2026-09-24. [^45]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Verint workforce optimization and enablement suites', SKU table. Checked 2026-09-24. [^46]: In the 2020 catalogue, the Verint Screen Capture and Verint Quality Management add-ons for Webex CCE each require Verint Call Recording. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Verint section rows A-FLEX-WCCE-VSC and A-FLEX-WCCE-VQM. Checked 2026-09-24. [^47]: The 2020 Acqueon Voice Drop Campaigns add-on for Webex CCE needs one CVP port for each voice drop campaign ordered. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Acqueon section row A-FLEX-WCCE-VDC. Checked 2026-09-24. [^48]: 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. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Webtext messaging services', row A-FLEX-WCCESMS-200. Checked 2026-09-24. [^49]: Each Webtext SMS agent added above the initial 200 on Webex CCE adds 300 SMS and 15 MMS messages to the allowance. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), Section 'Webtext messaging services', row A-FLEX-WCCESMS-ADD. Checked 2026-09-24. [^50]: The 2023 Webex CCE data sheet says Webex CCE optionally provides cloud workforce management services on a named-agent basis through Webex WFO. Source: [Webex Contact Center Enterprise Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/datasheet-c78-743365.html), Section 'Features and benefits', workforce optimization paragraph. Checked 2026-09-24. [^51]: The Flex 3.0 WFO Bundle cannot be combined with a-la-carte Quality Management, Workforce Management, WFO Analytics or WFO Analytics with Transcription. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 10, footnote 13. Checked 2026-09-24. [^52]: For Webex CCE, the workforce optimization route has moved from the 2020 choice of separately licensed Calabrio or Verint add-ons to Cisco-branded Webex WFO add-ons in current Cisco collateral, and Calabrio and Verint are no longer independent alternatives at the vendor level (inferred). Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), Table 10 'Add-ons for contact center offers', column 'Webex CCE', read together with cisco-datasheet-flex-wxcce-addons Calabrio and Verint sections and thomabravo-pr-completes-verint. Checked 2026-09-24. [^53]: Cisco markets Webex CCE as supporting up to 36,000 concurrent agents. Source: [Webex Cloud Contact Center Enterprise Software - Cisco](https://www.cisco.com/c/en/us/products/contact-center/webex-contact-center-enterprise/index.html), Product overview section. Checked 2026-09-24.