Cisco Webex Contact Center Enterprise (CCE) is just one of the Contact Center solutions offered by one of the world’s leading communication companies today.
Offered alongside the Webex Contact Center and the new Webex Contact Center for Microsoft Teams solution, the toolkit targets the CX needs of larger organizations. Built to be flexible, convenient, secure, and omnichannel capable, CCE has become a popular choice in recent years.
The technology offers a comprehensive range of built-in features for customer service and is highly extensible through add-on and API options.
Let’s take a closer look at Cisco Webex Contact Center Enterprise and what it can do.
What is Webex Contact Center Enterprise?
Otherwise known as Webex CCE, Cisco Webex Contact Center Enterprise is a secure, customizable, and comprehensive solution for larger contact centers. Suitable for up to 36,000 concurrent agents, CCE offers the scale and features today’s business leaders rely on to deliver excellent service.
The CCE platform is currently one of three contact center offerings provided by Webex. Companies can choose between:
- Cisco Webex Contact Center for Teams: A native contact center integration certified for Microsoft Teams to align UC and CCaaS requirements.
- Webex Contact Center: An all-in-one solution for any company searching for omnichannel communication capabilities.
- Webex Contact Center Enterprise: A feature-rich private cloud solution custom-built for teams with tens of thousands of agents.
These solutions promise enriched experiences for agents and customers alike, with state-of-the-art technology and an open cloud architecture. Built on the Webex platform, both platforms deliver the feature velocity and innovation companies need in the cloud.
Cisco also offers a seamless migration solution for larger organizations transitioning on-premises contact centers into the cloud. The Cisco Flex plan enables organizations to shift their technology into an agile environment at their own pace.
Cisco’s Enterprise Contact Center: The Features
Built on the Webex Platform for Contact Center, Webex CCE is a private cloud-based offering with plenty of powerful features.
This service allows companies to integrate their contact centers with other Webex applications and WFO (Workforce Optimization) and CRM (Customer Relationship Management) tools. Integrations and APIs are also available for quality management, mobile applications, reporting, video, and more.
Webex Contact Center Enterprise offers a comprehensive cloud-based feature set broken down into core and optional add-on components. The key features include:
Omnichannel communications
Every agent license for Webex CCE includes enterprise chat, email, and voice functionality. Customers can chat with agents live over the web, and agents can handle multiple sessions simultaneously. There are automated reply and routing options for email, and users can leverage an integrated callback feature for web or phone interactions.
Self-service IVR is offered via the Cisco Unified Customer Portal. Customers can use voice commands to retrieve information without speaking to an agent or to navigate to the correct department instantly. There are also options for integrations with third-party tools.
Automatic Call Distribution and Routing
Webex CCE offers routing services based on Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise technologies. The built-in ACD functionality allows rapid routing of calls to an agent based on pre-set triggers. Webex CCE also includes precision routing to send contacts to the best available agent based on caller and agent attributes.
With an integrated portal, Cisco Webex Contact Center Enterprise users can create rules and scripts for every routing strategy. This functionality includes agent and skill-based intelligent routing, precision routing, schedule setting, and trigger messages.
Customer profile routing, which leverages data from the CRM for a more intelligent connection, is also available. The system even delivers contextual and customer profile information to agents.