REMOVE THIS SLIDE BEFORE PRESENTING

Speaker guidance

Customer deck Audience and scope

• This deck is meant to facilitate a discussion of • Meeting with network architecture/engineering, IT
Cisco’s Advanced Services Solutions for Webex administrators, or operations IT decision makers
Contact Center with the goal of further raising
Version control
awareness and consideration for the services
• Version 1.0 published April 2021
• Customize the deck to fit your
audience needs 
• Targets network professional services
buyers and influencers
• Will be updated on a regular basis on SalesConnect

For all inquiries or requests, contact: [email protected]

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
 Insert customer logo and name to Insert customer
personalize presentation logo here

Insert customer name here

Cisco Webex Contact Center

Advanced Services Solutions
Expert help deploying your next-
generation cloud contact center
 Benefits and challenges related to
1 deploying cloud contact centers

2 Service value
Agenda
Cisco® Advanced
3 Services Solutions

4 Next steps

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Business strategies
are evolving
Technology is innovating rapidly

Feature parity gaps are closing

Cloud contact centers have

fully arrived
Customer needs are If faced with the
same choice today…
constantly progressing
…the best decision for
your business in the past…
The benefits are becoming clear to …could very likely not be
consider a migration to the cloud the best decision for your
business going forward.

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
Top benefits of operating in the cloud
Faster deployment of new services Easier solution management
• Frequent updates to the latest features • More time strategically innovating vs. fixing
Contact Center
• No IT planning required • Exit from staffing upgrades, patching, support
• No disruption to your employees • Simplified infrastructure
• Centralized administration

Improved agility and access Reduced costs

• Faster adoption of customer experience • More predictable costs, simplified TCO
innovation as soon as it is released
• Reduced capital overlay and more
• Unlock scale and work from anywhere accurate budgeting
• Integration with major cloud apps • Pay only for what you use
• Work from anywhere with
collaboration innovation Higher security measures
• Strict regulatory and legal compliance
• Cisco trusted security standards
and investment
• SSO, VPN to enable working from home
© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Cisco Webex Contact Center
Not just a contact center. An experience center.

Delight customers by enabling them to connect via

their channel of choice—text, social, chat, email,
call

Empower your agents via full context awareness

with complete customer history in a single
interface

Accelerate growth with a next-

generation platform capable of
enterprise-grade horizontal scale and
rapid feature deployment

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
 Use this slide if you know your customer’s IT
challenges. Customize [challenges text] with
those identified for your customer. Then
hide/delete next slide.

[Lorem ipsum challenge #1]

Deploy powerful,
flexible contact
center capabilities [Lorem ipsum challenge #2]
without the
usual challenges
[Lorem ipsum challenge #3]

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
A new approach to
your contact center is Lack of internal expertise
slows innovation and
Negative customer
experience due to
Technology compatibility
issues without

needed to address impedes cloud migration weak post-

implementation support
a proper
solution design

increasingly complex
tools and growing
customer demands
Unrealized feature Aligning technical, Customer experience can
benefits without basic business, and operational suffer greatly with
product training   requirements is needed to insufficient implementation
fit unique operations and migration planning and
testing processes 

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
How Cisco Customer Experience (CX) helps with
your contact center deployment requirements

Reliable, Seamless Bring the Minimized Accelerated Enterprise-wide

secure design migration scarce talent cost time to value communication
via one platform

Cisco CX and partner services

help you accelerate your transformation

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Maximize the value of
deploying Cisco Webex
Contact Center with Advanced
Services Solutions
Accelerate innovation and speed through
common obstacles
Bridge the skills gap with specialized communications and
collaboration talent
Reduce risks and problems via proven methods
Get expert guidance on configuring your cloud contact
center to suit your specific needs
Gain maximum value from current and future product
investments
Prepare your team with knowledge transfer
from Cisco experts

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
 Cisco Webex Contact Center Advanced Services Solutions
Use cases, scope, and components/deliverables

Transform customer Modernize the Unify

engagement workforce collaboration

Scope: Components/deliverables
• Contact center agent • Contact center agents, supervisors, and resources • Solution Requirements • Test Execution
implementation and migration onboarding and activation Development • Implementation Execution
execution and support • Skill groups, teams, prompts, inbound voice, agent • Solution Requirements • Migration Plan
• Tenant setup and configuration desk settings, AUX and wrap-up codes, and Document Development
• Dialed numbers (DNs), entry UC/PSTN, and CRM configuration, integration, and • Solution Design Development
validation
• Migration Execution
points, queues, scripts, concurrent • Solution Design Document
voice agents, inbound call flows  • Out-of-the-box reports
• Post-Implementation
• Test Plan Development Support
• Chat and email functionalities
• Test Plan • Knowledge Transfer
© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
Deliverable highlights
Accelerating value

Solution requirements Testing Implementation Migration Knowledge transfer

and design
Solution Requirements Test Plan Implementation execution Migration execution • Knowledge transfer on
Document topics relevant to the
• High-level test plan, cases, • Deployment of your solution • Configuration and migration of
• Remote workshops and Cisco product
tool requirements, execution according to specifications, with your solution to a production
interviews to gather business, technologies deployed in
process, and expected updated Solution Design environment, including
operational, and technical your
results; pass/fail criteria Document migration of sites, systems,
requirements, including gap solutions, end users, and IT environment
Testing execution Post-implementation support
analysis networks
• Test the Webex® Contact • Remote support and
Solution Design Document Post-migration support
Center solution and provide troubleshooting to resolve post-
• Remote interviews and results in an updated Test implementation issues • Consultative advice to answer
workshop with stakeholders to Plan questions and troubleshooting
address the design and solution to assist with migrated users
overview and devices

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
Why Cisco CX is your best partner

Global experience Technology Industry-leading

and scale visionary networking experience

10K 35 years #1
CCIEs® earned Of technology Market leadership
innovations

20K+ 3M 3/4
Engineers Certified professionals Fortune 100 companies 14 years
J.D. Power Certified
2.2M $6.3B >50M Technology Service and
Cases annually Annual R&D spend Network devices Support Excellence
installed

62K+
Partner ecosystem

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Cisco Success portfolio
Powered by | A unified digital platform

Success Tracks
A holistic services package that guides you throughout the lifecycle to accelerate business outcomes

Business Critical Services Support Services

Expert and insights-led advisory services to architect and Technical support services for higher system
optimize a future redefined  availability and reliability

Available from Cisco and our partners

Advanced Services Managed Services Learning | Certifications

Project-by-project guidance Cisco operates IT for you Empower your workforce

Today’sAlldiscussion
© 2021 Cisco and/or its affiliates. rights reserved. Cisco Confidential 14
 Insert action items
customized for your customer
Next steps
Explore Advanced Services on Cisco.com

Discuss timeline and rollout process

Identify attendees for a technical deep-dive

discussion on the ideal Advanced Services
Solution for <name of company>

For more information, visit:

Cisco Advanced Services

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
Questions
Backup slides

© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
 Cisco Webex Contact Center solution sizing and feature comparison
Scope
Predefined

Plan, Design, Plan, Design, Plan, Design,

Implement, Migrate Implement, Migrate Implement, Migrate Custom

Scope Small Medium Large

Migration events (on-premises to Webex
1 1 Up to 2 Defined by user
Contact Center)
DNs configuration Up to 10 Up to 20 Up to 40 Defined by user
Entry point configuration Up to 10 Up to 20 Up to 40 Defined by user
Queue configuration Up to 10 Up to 20 Up to 40 Defined by user
Script configuration (DTMF IVR-based
Up to 10 Up to 20 Up to 30 Defined by user
call flows)
Concurrent voice agent configuration Up to 125 Up to 250 Up to 400 Defined by user
Email and chat queues Up to 2 Up to 5 Up to 10 Defined by user
Chat and email configuration Up to 30 agents Up to 60 Up to 100 agents Defined by user
© 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19