Data sheet

Cisco public

Cisco Collaboration Flex Plan

Webex Contact Center Enterprise
Add-On Overview

March 2020

© 2020 Cisco and/or its affiliates. All rights reserved. Page 1 of 13

Contents
Calabrio workforce management, recording, and quality management 3
Nuance speech recognition and Text-To-Speech 5
Acqueon List and Campaign Management 6
Bucher and Suter CRM connector 6
Webtext messaging services 7
Upstream Works for Finesse 7
Summary of add-ons available for Webex CCE 7
Global availability 10
Technical support services 10
Ordering information 10
Cisco and partner services 10
Cisco environmental sustainability 11
Cisco Capital 11
Cisco Collaboration Flex Plan 11
For more information 12
Document history 13

© 2020 Cisco and/or its affiliates. All rights reserved. Page 2 of 13

This supplemental guide provides ordering information on the add-ons available with
Cisco Webex® Contact Center Enterprise (WxCCE), Cisco’s Cloud Contact Center
offering for large enterprises. For additional WxCCE information, please see product
information, including Flex Contact Center Ordering guide, Flex contact center datasheet,
and WxCCE data sheet available in SalesConnect.

These add-ons provide Cisco® owned and managed solutions for Workforce Optimization
(WFO), campaign management, messaging services, speech recognition, Text-To-
Speech (TTS), and desktop and digital channels using technologies from third-party
providers.

While Cisco manages these solutions and provides tier-2 and tier-3 support, Customer
configuration and tier-1 support of these add-ons is the responsibility of the Webex CCE
authorized partner. It is strongly recommended that partners review the Webex CCE
Authorized Partner Technical Guide to understand the provisioning and partner
responsibilities when offering these solutions in order to properly determine the
installation requirements before pricing the solution.

Calabrio workforce management, recording, and quality management

Calabrio provides workforce management, compliance recording, and quality monitoring capabilities. It
also offers extended capabilities, such as speech transcription and desktop analytics that extend the
functionality of quality monitoring.

All Calabrio products are licensed by Named Agent. Table 1 includes the SKU numbers and descriptions of
Calabrio products.

Table 1. Calabrio products and descriptions

Product number Overage product number Description

(billed in arrears)

A-FLEX-WCCE-CCR A-FLEX-WCCE-CCR-O Calabrio Call Recording

A-FLEX-WCCE-CAQM A-FLEX-WCCE-CAQM-O Calabrio Quality Management

Note: Calabrio Call Recording is included with Calabrio Quality
Management.

A-FLEX-WCCE-CWFM A-FLEX-WCCE-CWFM-O Calabrio Workforce Management

A-FLEX-WCCE-CSA A-FLEX-WCCE-CSA-O Calabrio Speech Analytics with Transcription

Note: Additional support is required for this option. Please
consult Cisco for details before quoting this option.

© 2020 Cisco and/or its affiliates. All rights reserved. Page 3 of 13

Verint workforce optimization and enablement suites
Verint Workforce Optimization and Enablement suites are provided as an optional add-on with the Webex
CCE platform. Verint’s products provide workforce management, compliance recording, and quality
monitoring capabilities. They also offer extended capabilities, such as speech transcription and desktop
analytics that extend the quality monitoring functionality.

All Verint products are licensed by Named Agent. Table 2 includes the SKU numbers and descriptions of
Verint add-ons.

Table 2. Verint products and descriptions

Product number Overage product number Description

(billed in arrears)

A-FLEX-WCCE-VCR A-FLEX-WCCE-VCR-O Verint Call Recording

A-FLEX-WCCE-VE A-FLEX-WCCE-VE-O Verint Encryption

A-FLEX-WCCE-VSF N/A Verint Encryption Key Server Fee

A-FLEX-WCCE-VSC A-FLEX-WCCE-VSC-O Verint Screen Capture

Note: Verint Call Recording is required for Verint Screen Capture

A-FLEX-WCCE-VQM A-FLEX-WCCE-VQM-O Verint Quality Management

Note: Verint Call Recording is required for Verint Quality
Management

A-FLEX-WCCE-VAQA A-FLEX-WCCE-VAQA-O Verint Automated Quality Add-on

A-FLEX-WCCE-VWFM A-FLEX-WCCE-VWFM-O Verint Workforce Management

A-FLEX-WCCE-VPM A-FLEX-WCCE-VPM-O Verint Performance Management

A-FLEX-WCCE-VADA A-FLEX-WCCE-VADA-O Verint Advanced Desktop Analytics (PCI)

A-FLEX-WCCE-SDPA A-FLEX-WCCE-SDPA-O Strategic DPA Client

A-FLEX-WCCE-VSA A-FLEX-WCCE-VSA-O Verint Speech Analytics (includes transcript transport)

Note: Additional support is required for this option. Consult your
Cisco account representative for details before quoting this
option.

A-FLEX-WCCE-VSAL A-FLEX-WCCE-VSAL-O Verint Speech Analytics Additional Language

Note: Additional support is required for this option. Consult your
Cisco account representative for details before quoting this
option.

© 2020 Cisco and/or its affiliates. All rights reserved. Page 4 of 13

Nuance speech recognition and Text-To-Speech
The Nuance add-on offers speech recognition and Text-To-Speech (TTS) capabilities managed and
hosted in Webex CCE data centers.

Partners that offer the solution should be familiar with the capabilities of Nuance and are responsible for
deployment of the add-on (including items such as grammar tuning).

All Nuance products are licensed by Port. Table 3 includes the SKU numbers and descriptions of Nuance
add-ons.

Table 3. Nuance products and descriptions

Product number Overage product number Description

(billed in arrears)

A-FLEX-WCCE-NR2 A-FLEX-WCCE-NR2-O Nuance Recognizer Tier 2

A-FLEX-WCCE-NR3 A-FLEX-WCCE-NR3-O Nuance Recognizer Tier 3

A-FLEX-WCCE-NR4 A-FLEX-WCCE-NR4-O Nuance Recognizer Tier 4

A-FLEX-WCCE-NR2L A-FLEX-WCCE-NR2L-O Nuance Recognizer Tier 2 additional language. The partner must
order additional licenses for the second and third languages. The
purchase of a third additional language (a fourth language)
includes the ability to add languages at no additional cost.

A-FLEX-WCCE-NR3L A-FLEX-WCCE-NR3L-O Nuance Recognizer Tier 3 additional language. The partner must
order additional licenses for the second and third languages. The
purchase of a third additional language (a fourth language)
includes the ability to add languages at no additional cost.

A-FLEX-WCCE-NR4L A-FLEX-WCCE-NR4L-O Nuance Recognizer Tier 4 additional language. The partner must
order additional licenses for the second the third languages. The
purchase of a third additional language (a fourth language)
includes the ability to add languages at no additional cost.

A-FLEX-WCCE-NV A-FLEX-WCCE-NV-O Nuance Vocalizer

A-FLEX-WCCE-NVL A-FLEX-WCCE-NVL-O Nuance Vocalizer Additional Language

A-FLEX-WCCE-NDR A-FLEX-WCCE-NDR-O Dragon Voice (includes Recognizer Tier 4)

A-FLEX-WCCE-NR2B A-FLEX-WCCE-NR2B-O Recognizer Tier 2 with Bundle Dialog Module

A-FLEX-WCCE-NR3B A-FLEX-WCCE-NR3B-O Recognizer Tier 3 with Bundle Dialog Module

A-FLEX-WCCE-NR4B A-FLEX-WCCE-NR4B-O Recognizer Tier 4 with Bundle Dialog Module

A-FLEX-WCCE-NDRD A-FLEX-WCCE-NDRD-O Dragon with Dialog Module

© 2020 Cisco and/or its affiliates. All rights reserved. Page 5 of 13

Acqueon List and Campaign Management
Acqueon List and Campaign Management (LCM) provides management capabilities for Interactive Voice
Response (IVR) and agent-based campaigns, as well as outbound email and SMS campaigns. There is also
an optional add-on for two-way SMS that enables interactive SMS campaigns.

All Acqueon products are licensed by Concurrent Agent. Table 4 includes the SKU numbers and
descriptions of Acqueon add-ons.

Table 4. Acqueon products and descriptions

Product number Overage product number Description

(billed in arrears)

A-FLEX-WCCE-OBL A-FLEX-WCCE-OBL-O Outbound List and Campaign

A-FLEX-WCCE-TCPA A-FLEX-WCCE-TCPA-O Outbound TCPA add-on option

A-FLEX-WCCE-LCMS A-FLEX-WCCE-LCMS-O LCM 2-Way SMS add-on

A-FLEX-WCCE-LCME A-FLEX-WCCE-LCME-O LCM Email add-on

A-FLEX-WCCE-VDC A-FLEX-WCCE-VDC-O Voice Drop Campaigns

Note: This option is licensed per a CVP port. A CVP port is
required for each voice drop campaign ordered.

Bucher and Suter CRM connector

Bucher and Suter’s CRM connectors streamline business operations and provide elegant integration of
CRM applications with Cisco Contact Center solutions.

Bucher and Suter’s CRM connector is licensed by Named Agent. Table 5 includes the SKU number and
description of the Bucher and Suter add-on.

Table 5. Bucher and Suter add-on

Product number Overage product number Description

(billed in arrears)

A-FLEX-WCCE-BSC A-FLEX-WCCE-BSC-O B+S Connects for Voice and Agent

© 2020 Cisco and/or its affiliates. All rights reserved. Page 6 of 13

Webtext messaging services
Webtext offers messaging fully integrated with Webex CCE. Webtext is priced by the agent, requiring an
initial order of 200 agents. It includes 60,000 SMS and 3000 MMS messages per month. Additional agents
can be ordered.

All Webtext products are licensed by Named Agent, number of SMS messages, and number of MMS
messages. Table 6 includes the SKU numbers and descriptions of the Webtext add-ons.

Table 6. Webtext products and descriptions

Product number Overage ;product number Description

(billed in arrears)

A-FLEX-WCCESMS-200 N/A SMS - Agent (includes 200 agents - 60,000 SMS and 3000
MMS messages monthly)

A-FLEX-WCCESMS-ADD N/A Additional agent above 200 (includes 300 SMS and 15 MMS
messages)

A-FLEX-WCCESMS-ENF N/A SMS - Enabled Number Fee

Upstream Works for Finesse

Upstream Works for Finesse offers Business value-added features to the native Cisco Finesse® desktop
and digital channel platforms.

Upstream Works is licensed by Concurrent Agent. Table 7 includes the SKU number and description of the
add-on.

Table 7. Upstream Works for Finesse add-on

Product number Overage product number Description

(billed in arrears)

A-FLEX-WCCE-USWV A-FLEX-WCCE-USWV-O USW Voice + Channels

Summary of add-ons available for Webex CCE

Table 8 provides a summary of all add-ons available with Webex CCE.

Table 8. All Webex CCE add-ons

Vendor Product number Overage product number Description

(billed in arrears)

Acqueon A-FLEX-WCCE-OBL A-FLEX-WCCE-OBL-O Outbound List & Campaign

Acqueon A-FLEX-WCCE-TCPA A-FLEX-WCCE-TCPA-O Outbound TCPA Add-on option

Acqueon A-FLEX-WCCE-LCMS A-FLEX-WCCE-LCMS-O LCM 2-Way SMS Add-on

Acqueon A-FLEX-WCCE-LCME A-FLEX-WCCE-LCME-O LCM email Add-on

© 2020 Cisco and/or its affiliates. All rights reserved. Page 7 of 13

Vendor Product number Overage product number Description
(billed in arrears)

Acqueon A-FLEX-WCCE-VDCP A-FLEX-WCCE-VDCP-O Voice Drop Campaigns

Bucher + Suter A-FLEX-WCCE-BSC A-FLEX-WCCE-BSC-O B+S Connects for Voice and Agent

Calabrio A-FLEX-WCCE-CCR A-FLEX-WCCE-CCR-O Calabrio Call Recording

Calabrio A-FLEX-WCCE-CAQM A-FLEX-WCCE-CAQM-O Calabrio Quality Management

Calabrio A-FLEX-WCCE-CWFM A-FLEX-WCCE-CWFM-O Calabrio Work Force Management

Calabrio A-FLEX-WCCE-CSA A-FLEX-WCCE-CSA-O Calabrio Speech Analytics/W

Transcription
(note: Additional support is
required for this option. Please
consult Cisco for details before
quoting this option).

Nuance A-FLEX-WCCE-NR2 A-FLEX-WCCE-NR2-O Nuance Recognizer Tier 2

Nuance A-FLEX-WCCE-NR3 A-FLEX-WCCE-NR3-O Nuance Recognizer Tier 3

Nuance A-FLEX-WCCE-NR4 A-FLEX-WCCE-NR4-O Nuance Recognizer Tier 4

Nuance A-FLEX-WCCE-NR2L A-FLEX-WCCE-NR2L-O Nuance Recognizer Tier 2 Additional

Language

Nuance A-FLEX-WCCE-NR3L A-FLEX-WCCE-NR3L-O Nuance Recognizer Tier 3 Additional

Language

Nuance A-FLEX-WCCE-NR4L A-FLEX-WCCE-NR4L-O Nuance Recognizer Tier 4 Additional

Language

Nuance A-FLEX-WCCE-NV A-FLEX-WCCE-NV-O Nuance Vocalizer

Nuance A-FLEX-WCCE-NVL A-FLEX-WCCE-NVL-O Nuance Vocalizer Additional

Language

Nuance A-FLEX-WCCE-NDR A-FLEX-WCCE-NDR-O Dragon Voice (includes Recognizer

Tier 4)

Nuance A-FLEX-WCCE-NR2B A-FLEX-WCCE-NR2B-O Recognizer Tier 2 with Bundle

Dialog Module

Nuance A-FLEX-WCCE-NR3B A-FLEX-WCCE-NR3B-O Recognizer Tier 3 with Bundle

Dialog Module

Nuance A-FLEX-WCCE-NR4B A-FLEX-WCCE-NR4B-O Recognizer Tier 4 with Bundle

Dialog Module

Nuance A-FLEX-WCCE-NDRD A-FLEX-WCCE-NDRD-O Dragon with Dialog Module

Verint A-FLEX-WCCE-VCR A-FLEX-WCCE-VCR-O Verint Call Recording

Verint A-FLEX-WCCE-VE A-FLEX-WCCE-VE-O Verint Encryption

© 2020 Cisco and/or its affiliates. All rights reserved. Page 8 of 13

Vendor Product number Overage product number Description
(billed in arrears)

Verint A-FLEX-WCCE-VSF N/A Verint Encryption Key Server Fee

Verint A-FLEX-WCCE-VSC A-FLEX-WCCE-VSC-O Verint Screen Capture

Verint A-FLEX-WCCE-VQM A-FLEX-WCCE-VQM-O Verint Quality Management

Verint A-FLEX-WCCE-VAQA A-FLEX-WCCE-VAQA-O Verint Automated Quality add-on

Verint A-FLEX-WCCE-VWFM A-FLEX-WCCE-VWFM-O Verint Workforce Management

Verint A-FLEX-WCCE-VPM A-FLEX-WCCE-VPM-O Verint Performance Management

Verint A-FLEX-WCCE-VADA A-FLEX-WCCE-VADA-O Verint Advanced Desktop Analytics

(PCI)

Verint A-FLEX-WCCE-SDPA A-FLEX-WCCE-SDPA-O Strategic DPA Client

Verint A-FLEX-WCCE-VSA A-FLEX-WCCE-VSA-O Verint Speech Analytics (includes

transcript transport)
Note: Additional support is required
for this option. Consult Cisco for
details before quoting this option.

Verint A-FLEX-WCCE-VSAL A-FLEX-WCCE-VSAL-O Verint Speech Analytics Additional

Language
Note: Additional support is required
for this option. Consult Cisco for
details before quoting this option.

Upstream Works A-FLEX-WCCE-USWV A-FLEX-WCCE-USWV-O USW Voice + Channels

Webtext A-FLEX-WCCESMS-200 Overage charging for SMS - Agent (Includes 200 agents –
additional SMS and MMS 60,000 SMS and 3000 MMS
messages planned for messages monthly)
future release.

Webtext A-FLEX-WCCESMS-ADD Overage charging for Additional agents above 200

additional SMS and MMS (includes 300 SMS and 15 MMS
messages planned for messages)
future release.

Webtext A-FLEX-WCCESMS-ENF N/A SMS - Enabled Number Fee

Definitions
“Contact center user” is a user who logs into the contact center system as part of the job duties performed
on the customer’s behalf.
“Concurrent Agent” is the maximum quantity of contact center users that are simultaneously logged in to
use the Cisco Collaboration Flex Plan Contact Center software or services.
“Named Agent” is a unique contact center user that logs in in any given month to use the Collaboration
Flex Plan Contact Center software or services.

“Port” is a logical connection point for a single voice call involving an interactive voice response function.

© 2020 Cisco and/or its affiliates. All rights reserved. Page 9 of 13

Global availability
Webex Contact Center Enterprise is available in North America, Europe, and Australia and will be
supported by eight global Cisco data centers. Asia availability is planned in the near future, pending
regulatory approvals.

Available countries include:

North America: United States, Canada (North American data centers: Denver, Austin)

Europe: Austria, Belgium, Bulgaria, Czech Republic, Croatia, Cyprus, Denmark, Estonia, France, Hungary,
Ireland, Finland, Germany, Greece, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom (European
data centers: London, Amsterdam)

Australia (Australian data centers: Sydney, St. Leonards)

Asia (planned): Hong Kong, Malaysia, Philippines, Singapore (Asian data centers: Hong Kong, Singapore)

Technical support services

Cisco offers technical support services covering the areas of problem resolution, customer success and
adoption, and designated support management in three service tiers: Basic, Enhanced, and Premium. Basic
Support is included with any Cisco Collaboration Flex Plan subscription at no additional cost for the
duration of your subscription. For more information about Basic, Enhanced, and Premium Support, read the
services description for Cisco Software Support Services.

Ordering information
To place an order, contact your local Cisco certified partner or Cisco sales agent. If you need help finding a
partner in your area, use the Partner Locator tool. Your partner or Cisco sales agent can also assist with
any modifications to your subscription after your initial order is placed.

Refer to the Cisco Collaboration Flex Plan Contact Center Ordering Guide for complete ordering details.

Cisco and partner services

Adapt to market changes while increasing productivity, improving competitive advantage, and delivering a
rich media experience across any workspace. The combined strengths of Cisco and our partners provide a
portfolio of services that can help you prepare your infrastructure for future changes aligning to long-term
business goals. Together, we create innovative, network-centric architecture solutions resulting in a
scalable and responsive foundation that can help you realize the full value of your IT and communication
investment.

For more information about Cisco Contact Center Services, visit:

https://www.cisco.com/c/en/us/products/contact-center/service-listing.html.

© 2020 Cisco and/or its affiliates. All rights reserved. Page 10 of 13

Cisco environmental sustainability
Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions,
operations, and extended operations or supply chain is provided in the “Environment Sustainability” section
of Cisco’s Corporate Social Responsibility (CSR) Report.

Reference links to information about key environmental sustainability topics (mentioned in the “Environment
Sustainability” section of the CSR Report) are provided in Table 9.

Table 9. Environmental sustainability topics

Sustainability topic Reference

Information on product material content laws and regulations Materials

Information on electronic waste laws and regulations, including products, batteries, and packaging WEEE compliance

Cisco makes the packaging data available for informational purposes only. It may not reflect the most
current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete,
accurate, or up to date. This information is subject to change without notice.

Cisco Capital
Flexible payment solutions to help you achieve your objectives

Cisco Capital® financing makes it easier to get the right technology to achieve your objectives, enable
business transformation, and help you stay competitive. We can help you reduce the total cost of
ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment
solutions can help you acquire hardware, software, services, and complementary third-party equipment in
easy, predictable payments. Learn more.

Cisco Collaboration Flex Plan

Flex up on the cloud momentum

If your business needs a more intuitive way to work and a more predictable financial path to the cloud, talk
to your Cisco representative about the Cisco Collaboration Flex Plan. For additional information, visit:
cisco.com/go/collaborationflexplan.

The addition of Webex Contact Center Enterprise to the Cisco Collaboration Flex Plan gives businesses an
intelligent and practical path for taking their business from on-premises to cloud communications and
collaboration at their own pace, with an award-winning user experience at every step.

© 2020 Cisco and/or its affiliates. All rights reserved. Page 11 of 13

The Collaboration Flex Plan offers several important benefits:

● Access to a full-stack, enterprise-grade cloud collaboration bundle that includes everything a

business needs—cloud calling, meetings, teams, contact center, and a broad portfolio of integrated
devices
● Secure and reliable cloud service and implementation, supported by certified Cisco enterprise
channel partners
● Flexibility to support a mix of on-premises and cloud system deployments, with financial protection
for future migration of any included Cisco on-premises licenses
● Built to support multisite and global multi-national networking requirements
● Intelligent user experience that integrates customer collaboration applications and devices with
other cloud applications you depend on, so you can streamline workflows and support a more
intuitive way to work

For more information

For more information about Cisco contact center products, visit: https://www.cisco.com/go/cc.

© 2020 Cisco and/or its affiliates. All rights reserved. Page 12 of 13

Document history
New or revised topic Described In Date

First publication of data sheet N/A 3/16/20

Printed in USA C78-743548-00 03/20

© 2020 Cisco and/or its affiliates. All rights reserved. Page 13 of 13