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Collaboration, Voice & AV · Intermediate

Webex Contact Center (Webex CC)

Cisco's cloud contact center (CCaaS) offering omnichannel routing, IVR flows, agent desktop and analytics.

Definition

Webex Contact Center provides voice, chat, email, SMS and social channels, Flow Designer for visual call and digital flows, skills-based routing, an agent desktop, supervisor tools and Analyzer reporting. It integrates AI virtual agents and agent assist and connects to PSTN through cloud providers or Webex Calling. It is administered in Control Hub.

Example

A retailer builds a Flow Designer flow that offers self-service order tracking before routing to agents.

Exam tip

Webex CC is cloud CCaaS; UCCX and UCCE are on premises.

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