Enabling powerful Contact Center and Calling capabilities with the flexibility of the Webex portfolio

The pandemic changed everything – even the way enterprises think of on-premises versus cloud solutions. As much as cloud is the overarching industry trend, some organizations prioritized the control and customization capabilities offered by on-premises calling and contact center solutions. For organizations that must deliver on continuous uptime or outstanding compliance requirements, few approaches can offer the robustness of on-premises solutions.

As a leading technology provider of on-premises and cloud-based technology solutions, Cisco is a trusted partner for many of these large, global organizations. Cisco is renowned for its scalable, global solutions, its robust, secure, and compliance capabilities, and its extensive partner solution network – all aspects of a successful enterprise-grade calling and contact center solution.

Our customers tell us that business continuity is key when choosing their tech providers, and Cisco is committed to supporting our customers in their existing systems and expansion into cloud-based capabilities. Cisco affirms its commitment to supporting our on-premises based calling and contact center portfolio and enabling migration to our dedicated instance cloud offering, Webex Contact Center Enterprise, as well as to our multi-tenant cloud offering, Webex Contact Center.

The approach enables our customers to pick the best from both worlds – and configure systems to meet their needs both today and tomorrow. For example:

• Cisco’s on-premises portfolio includes the hardware and software needed to deploy and manage enterprise-grade calling and contact center capabilities with full control and customization.
• Cisco’s Webex Contact Center Enterprise solution is a dedicated cloud instance leveraging our leading Unified Contact Center Enterprise on-premises technology, wrapped with new microservices, and integrated with Webex Connect. This enables organizations to have the innovation benefits of cloud, while also maintaining comprehensive privacy, data integrity and change management controls, while minimizing any migration cost
• Cisco’s Webex Contact Center is our multi-tenant cloud solution that can be integrated with an expansive ecosystem of third-party business systems including CRM, ERP, and commerce-related solutions. Webex Contact Center includes Webex Connect, Cisco’s enterprise-grade Communications Platform as a Service (CPaaS) solution – enabling modern digital channel capabilities including customer-facing intelligent bots and developer-facing low-code customer journey orchestration. Cisco’s cloud-based Webex Contact Center enables customization with direct access to the Webex Platform, including calling, artificial intelligence, analytics, insights, and collaboration capabilities. In addition, Webex Control Hub simplifies your cloud migration with an all-in-one administrative portal.

Cisco helps organizations migrate from other vendor on-premises contact center and calling systems to Cisco’s portfolio. In the technology transition, we can even preserve some of your organization’s existing operating, reporting, and routing strategies. Cisco’s customers also benefit from a flexible pricing model as well as a one-stop approach to service and support via Cisco’s extensive partner network.

Our partners are ready to support your needs specifically with Avaya and Genesys transition programs designed to optimize deployment time and reduce costs. Your organization can now access the benefits of Cisco’s Contact Center and Calling offerings with the assurance of a proven and trusted industry leader.

Click here to connect with our engagement team and chart your customer experience capabilities today.