Categories: Customer Experience

Webex Contact Center Enterprise for Government is prioritized for FedRAMP authorization

The FedRAMP Joint Authorization Board (JAB) has prioritized Webex Contact Center Enterprise for Government, from the latest round of FedRAMP Connect, to work with the JAB for a Provisional Authority to Operate (P-ATO). The JAB is the primary governing body for FedRAMP and includes the Department of Defense (DoD), Department of Homeland Security (DHS), and General Services Administration (GSA). The board selects approximately 12 cloud products each year to work with for a JAB Provisional Authority to Operate (P-ATO). JAB has selected The Webex cloud contact center as one of the 12 products to proceed through the FedRAMP authorization process.

Security for Government with enterprise capabilities

With Webex Contact Center Enterprise for Government users can take advantage of the latest contact center technology with the security and extensive features of an enterprise solution at the FedRAMP moderate impact level.

Webex Contact Center Enterprise for Government provides a feature rich and highly secure contact center service. With all capabilities at the FedRAMP moderate level available for use by the U. S. federal government and its contractors and associates, Webex Contact Center Enterprise users can be confident they have the latest security and protection from cyberthreats. Positive identification and encryption are built into the Webex platform protecting users and all sensitive information.

Cloud-based for innovation, secure and stable for reliability

Webex Contact Center Enterprise for Government is cloud-based for access to innovative features and capabilities, while balancing critical enterprise-grade software requirements such as reliability, stability and security. This cloud service can quickly scale to meet your needs for new agents and new capabilities, and provide the latest feature sets whenever you decide to implement them. The Webex cloud is present throughout the world with reliable access to remote locations.

Features for the most challenging situations

Webex Contact Center Enterprise for Government is tailored for larger organizations with extensive scalability, detailed analysis and customizable features, and an agent experience that is accommodating and productive. The number of agents ranges from 500 to 24,000 with the same experience for all. The Webex cloud-based architecture allows adding agents quickly and seamlessly. Analytics are reported on a dashboard with historical and real-time information. Charts, graphs, and dials allow quick responses to agent or network issues, improving productivity and success rate.

Webex Contact Center Enterprise for Government has an open architecture with APIs that allow custom integrations to build contact center functions within other applications. With pre-built connectors for business applications such as Salesforce, Microsoft Dynamics, Zendesk and ServiceNow, business processes and workflows are streamlined, increasing the connection rate and decreasing time to respond.

Some of the core capabilities of Webex Contact Center Enterprise for Government include:

  • Omnichannel voice, email and chat​
  • Core Automatic Call Distribution (ACD)​
  • Calling and voicemail​
  • Team collaboration​
  • Integrated interactive Voice Response (IVR)​
  • Agent and supervisor desktops​
  • Single pane of glass administration portal​
  • Reporting and analytics​
  • APIs​

FedRAMP

The Federal Risk and Authorization Management Program (FedRAMP) is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. FedRAMP empowers agencies to use modern cloud technologies, with emphasis on security and protection of federal information, and helps accelerate the adoption of secure cloud solutions. To achieve FedRAMP JAB Provisional Authorization, service providers must provide a demonstrable ability to protect data against loss, theft, malware and spam. They must also provide end-to-end visibility and management of all applications and hardware components through a single user interface, as well as integrations with other FedRAMP approved security platforms and applications.

With Webex Contact Center Enterprise for Government, government organizations can be more responsive to the people they serve, providing beneficial communications in a productive and convenient manner. Organizations that must communicate with the government in a FedRAMP authorized service will have a true enterprise level solution with the scalability, reliability and features to capture available opportunities and respond to customer inquiries.

Click to learn more about Webex Contact Center Enterprise for Government

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What’s new in Webex: December 2021

What’s new in Webex for Government: December 2021

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Published by
Thomas Wingfield

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