Node4

Webex Contact Centre (WxCC)

Webex Contact Centre (WxCC) revolutionises customer service with a comprehensive, cloud-based platform, offering omnichannel support, intelligent routing, and real-time analytics. Designed for flexibility and scalability, it empowers agents with tools to deliver personalised customer experiences, while providing managers with insights to optimise performance and operational efficiency.

Features

• Omnichannel support for voice, email, chat, and social media interactions
• Intelligent routing directs customers to the most suitable agent quickly
• Real-time and historical analytics for informed decision-making and optimisation
• Integration with CRM and third-party applications for personalised customer interactions
• Customisable IVR (Interactive Voice Response) for efficient self-service options
• Workforce optimisation tools to manage and improve agent performance
• Cloud-based architecture ensures scalability and flexibility for any size business
• Advanced security features protect customer data and ensure compliance
• AI-powered insights and assistance for agents to enhance customer service
• Seamless integration with Teams for internal collaboration and support

Benefits

• Delivers a seamless customer experience across all communication channels
• Reduces wait times and improves resolution rates with intelligent routing
• Enhances operational efficiency with analytics-driven insights and workforce optimisation
• Personalises customer interactions by leveraging integration with CRM systems
• Enables rapid scalability to meet changing business and customer needs
• Ensures high security and compliance standards for customer data protection
• Empowers agents with AI tools for better decision-making and support
• Facilitates collaboration among support teams for quicker issue resolution
• Lowers total cost of ownership with a cloud-based solution
• Improves customer satisfaction and loyalty through efficient, personalised service

£76.30 to £1,137.83 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@node4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

642115079408367

Contact

David Cheetham
0345 123 2222
bidmanagement@node4.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Cisco Webex Contact Centre (WxCC) is a cloud-based, omnichannel platform with certain service constraints. It requires specific operating systems like Windows 10, MacOS 10.12-10.14, and Chrome OS 70 (64-bit) or later. Certain browsers are also required, including Google Chrome 76.0.3809 or higher, Mozilla Firefox ESR 68 or higher ESRs, and Microsoft Edge 42.17134 or higher. It’s important to note that while WxCC offers a range of features, some may not be available in all regions or to all users. Always refer to the official Cisco documentation for the most accurate information.
• System requirements:
  • Memory: 2GB overall application RAM
  • Screen Resolution: Greater than 500 x 500 pixels
  • Browser Settings: Allow cookies and site data
  • Browser Settings: Set security to Medium
  • Browser Settings: Select the Image option
  • Browser Settings: Turn off pop-up blockers
  • Browser Settings: Allow JavaScript to run
  • Phone Requirements: Agents must have a phone
  • VDI: Third-party VDI is supported
  • Devices: Supports a wide range of devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Node4 shall prioritise all Service Tickets based on its reasonable assessment of the Priority level (P1 to P4); and respond to all Service Tickets in accordance with the initial response times specified below: ; Response Acknowledgement: P1=30 Mins, P2=1 Hour, P3=2 Hours, P4=4 Hours; Commencement: P1=1 Hour, P2=2 Hours, P3=4 Hours, P4=N/A; Frequency of Updates: P1=1 Hour, P2=2 Hours, P3 and P4 =12 Hours if Resolve / Target to Fix exceeded; Resolve / Target ; to Fix: P1=4, P2=8, P3=12, P4=36
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Standard testing with accessibility software
• Onsite support: Yes, at extra cost
• Support levels: Support level options are as follows: -; Business Hours; Standard business hours support 9am to 5:30pm weekdays, excluding bank and national holidays; 24 x 7; Priority 1 and 2 – Support hours 24/7 ; Priority 3, 4 and Service Request – Support hours between 9am and 5.30pm weekdays, excluding bank and national holidays.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To start using the Webex Contact Center (WxCC) service, users first need to set up their tenant profile, which consists of sites, teams, entry points, and queues. A site is a physical contact center location, and teams are groups of agents within these sites. Entry points are for incoming contacts associated with queues. Users can then leverage Cisco’s Webex Contact Center solution, which combines contact center and IP technologies in a global call management service. This solution allows calls, chats, and emails to be distributed to contact center sites where agents are available. When agents are occupied, contacts are queued centrally so they can be serviced by the next available agent irrespective of the agent’s physical location. For more detailed information and guidance, users can refer to the Webex Contact Center Setup and Administration Guide.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When a contract with Webex Contact Center (WxCC) ends, users can extract their data through the management portal. The portal provides access to reporting data until the contract end date. Users are notified of the end date with reminders and are provided guidance on how to proceed. For more detailed data, users can export the list of global routing overrides for data analysis by clicking the ellipsis button near the top-right side of the page and clicking Excel or CSV. It’s important to note that users should start this process well before the contract end date to ensure all necessary data is retrieved.
• End-of-contract process: End of contract scenarios are agreed in advance and either tailored to client requirements or we can provide a standard, predefined solution, based on ITIL v4 processes and guidelines.; Additional costs are determined on a case by case basis, dependent on size and complexities of activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Cisco Webex Contact Center Desktop application, installable on Windows, macOS, and ChromeOS, provides a unified interface for customer interactions across voice, chat, email, and various digital channels. The mobile application, available on Apple and Android devices, offers similar functionalities with a user interface optimised for mobile devices. While both versions support messaging, calling, meeting scheduling, and personalisation, the desktop version also allows collaboration within the interface and supports the use of Webex App. The mobile version offers flexibility and mobility for users inside and outside the office.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Cisco Webex Contact Center, a cloud-native Contact Center as a Service (CCaaS), offers a unified interface for customer interactions across various channels. It leverages AI to provide proactive, personalised customer experiences. The interface allows for digital messaging, voice virtual agent self-service, and AI-driven intelligent routing. It also provides customer journey intelligence and integrated collaboration tools for agents. The service interface can be enhanced and utilised through various API interfaces
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Standard testing with accessibility software.
• API: Yes
• What users can and can't do using the API: Webex Contact Center (WxCC) provides APIs that allow developers to customise and enhance their customer-agent journey. The APIs include Contact Center, AI, Journey, Orchestration, and Experience Management. They can be used to customise the customer and agent experience, integrate with existing business applications, build new features, track KPIs, and more. To use these APIs, you need knowledge of WxCC 2.0, a Customer Administrator account, and familiarity with the Postman API platform. The APIs use OAuth2 for authentication. It’s important to note that while these APIs provide flexibility, they should be used responsibly to maintain the security and integrity of the system.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise WxCC in several ways. They can configure different agent teams to serve a queue and map various skills to the profiles of these agents. WxCC’s Skills-based Routing feature matches the needs of contacts with agents who have the skills to best meet those needs. Users can also configure Microsoft Teams experts lookup for agents who need to consult or transfer a voice call. Users can also create a custom connector and add details for that in the HTTP request flow control.

Scaling

• Independence of resources: Cisco uses a variety of techniques to ensure that the demand from other users does not affect the service quality for any individual user. Quality of Service (QoS) involves prioritising certain types of traffic, such as voice or video, to ensure they are delivered without delay. This is achieved through techniques like low latency queuing (LLQ), where delay-sensitive data is sent first. Cisco also uses resource reservation to guarantee bandwidth and packet-loss rates from end to end. Cisco’s Service Level Agreements (SLAs) are designed to provide internal goals for employees and promote their service.

Analytics

• Service usage metrics: Yes
• Metrics types: Webex Contact Center (WxCC) provides service metrics through its Analyzer tool. It mines real-time and historical data from multiple sources to generate specific business views. The Analyzer displays trends, tying business data to traditional operational metrics, providing visibility across both operational and business performance indicators. Users can customise their experience by creating dashboards displaying their choice of visualisations and scheduling production of historical reports.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cisco

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data from Webex Contact Center (WxCC) through the management portal. The portal provides access to reporting data. Users can export the list of global routing overrides for data analysis by clicking the ellipsis button near the top-right side of the page and clicking Excel or CSV. For more detailed data, users can use the Search API to extract the exact dataset they need.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Cisco Webex Contact Center (WxCC) provides a high level of availability, backed by Cisco’s Service Level Agreements (SLAs). However, the specific details of the SLAs, including the guaranteed levels of availability and the refund policy if these levels are not met, are not publicly available. Cisco’s SLAs typically include critical success factors for service-level management and performance indicators to help evaluate success. End-of-life dates and support for specific WxCC offers are also clearly defined. For more information about Cisco’s product warranties, users can visit the Cisco Product Warranties page.
• Approach to resilience: Webex Contact Center (WxCC) is designed for resilience. It’s built on Cisco’s Midpoint Call Management technology, a centralised control point for managing and monitoring calls and contacts across a heterogeneous contact center environment. This allows for the distribution of calls, chats, and emails to contact center sites where agents are available. If agents are occupied, contacts are queued centrally, ready to be serviced by the next available agent, irrespective of their physical location. This creates the appearance of a single, unified contact center environment. As for datacentre resilience, while specific details are not publicly available, Cisco is known for its robust infrastructure and stringent security measures.
• Outage reporting: Webex Contact Center (WxCC) provides various ways to report outages. While specific details about a public dashboard, an API, or email alerts are not publicly available, WxCC does have a comprehensive reporting system. The Reporting Concepts Guide for WxCC provides detailed information on how data is collected, measured, and reported. This includes real-time and historical reports, skill group and enterprise skill group reports, call type, skill group, precision queue, and service reports.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Webex Contact Center (WxCC) restricts access in management interfaces and support channels through role-based access controls. Administrators can enforce View and Edit access controls for Flow Designer centrally on the User Profile level. Flows can open in read-only mode by default, preventing unintentional changes. Users with Edit access on the User profile can toggle Edit mode and make changes to flows. Additionally, customers can create custom profiles to restrict access to any of these features.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQUAR
• ISO/IEC 27001 accreditation date: 29/03/2022
• What the ISO/IEC 27001 doesn’t cover: All aspects are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: ClaraNet Ltd
• PCI DSS accreditation date: 12/08/2023
• What the PCI DSS doesn’t cover: PCI controls 2d, 2e, 3, 4, 5, 6, 7, 8, 10, 11
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Node4 operates an Information Security Management System (ISMS) which conforms to ISO27001. The purpose of the ISMS is to assess and manage risk and to protect the organisation’s information assets from all threats, whether internal or external, deliberate or accidental. The CEO has approved the information security policy. The Information Security Objectives of Node4 are to: -; Protect information against unauthorised access; Assure the confidentiality of information; Maintain the integrity of the information; Ensure the availability of information as required by the business processes ; Meet all regulatory and legislative requirements; Implement, maintain and test DR / BC plans in line with the security policy; Train all staff on information security; Continually review and improve the ISMS; ; Additional policies and procedures exist to support the Information Security Policy. These include, but are not limited to, physical and logical access controls, network security, malware controls, vulnerability management and business continuity.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All changes are assessed for their potential security impact through the Change Advisory Board. A Low-Risk change is one which has a possibility of causing up to a Priority 3 or 4 Incident. A High-Risk change is one which has a possibility of causing a Priority 1 or 2 Incident or a large amount of Priority 3 and 4 Incidents for multiple customers.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Vulnerability testing is performed monthly using internal and external tool sets. Vulnerabilities are assessed and remediation actions performed depending on risk. Information about potential threats is provided by the vulnerability scanning tools.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Protective monitoring is performed by the SIEM tool and monitored by the Security Operations Centre. The SIEM provides realtime alerts of any potential compromises and a process of detect, analyse and response is followed with 1 hour.
• Incident management type: Undisclosed
• Incident management approach: The following approach in used for incident management to ensure the objectives are achieved ; ; Incident Resolution is achieved in the most effective manner ; ; All Incidents are identified promptly and correctly; ; All Incidents are evaluated, categorised, and prioritised correctly; ; Communication is maintained with all Stakeholders throughout the lifecycle of all Incidents; ; All Incidents are constantly monitored throughout their lifecycle; Incidents are handled as outlined in the Incident Management Schedule Document here: - ; https://node4.co.uk/app/uploads/2022/07/Schedule-Incident-Management-07.04.2021-release.pdf

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  In our commitment to fighting climate change, we take a holistic approach that encompasses reducing carbon emissions, enhancing energy efficiency, and promoting sustainable practices in the delivery of our cloud hosting and software services. Our strategies include:; Energy Efficiency: We optimise our datacentres and cloud infrastructure to be as energy-efficient as possible, employing the latest in green technology and design principles. This reduces our overall energy consumption and minimises our carbon footprint.; Renewable Energy: Where feasible, we power our operations with renewable energy sources, such as solar and wind, to reduce reliance on fossil fuels. This commitment extends to encouraging our suppliers and partners to also adopt renewable energy.; Carbon Offsetting: We invest in carbon offset projects, including reforestation and renewable energy projects, to compensate for our unavoidable emissions. These efforts contribute to global carbon reduction initiatives.; Sustainable Practices: We advocate for and implement sustainable practices within our organisation, including reducing waste, promoting recycling, and encouraging the digitalisation of processes to minimise paper use.; Client Engagement: We work with our clients to understand and minimise the environmental impact of their cloud and software service choices. This includes offering guidance on how to use cloud resources more efficiently and sustainably.; Innovation: We continuously explore innovative ways to reduce the environmental impact of our services, including the development of more energy-efficient software and the utilisation of AI to optimise resource usage.; Our aim is to lead by example in the fight against climate change, demonstrating that it is possible to deliver high-quality cloud services while also making a positive impact on the environment. Through these actions, we not only contribute to the sustainability of our planet but also offer our clients the opportunity to engage with a provider that aligns with their values on environmental responsibility.

  Covid-19 recovery

  In our efforts to support COVID-19 recovery, we're committed to leveraging our cloud hosting and software services to aid businesses, communities, and public sector organisations in navigating the challenges posed by the pandemic and its aftermath. Our strategies include:; Remote Work Solutions: We provide robust cloud solutions that enable seamless remote work, ensuring that organisations can continue their operations without interruption. This includes secure access to critical applications, collaboration tools, and data storage solutions, facilitating productivity and connectivity among dispersed teams.; Digital Transformation Acceleration: Recognising the increased need for digital services, we assist organisations in accelerating their digital transformation journeys. This involves migrating traditional services to the cloud, enabling them to offer their own customers more flexible and resilient services.; Educational Support: To address the surge in demand for online learning, we offer cloud-based learning platforms and tools that educational institutions can leverage to deliver high-quality education remotely. This includes solutions for virtual classrooms, online assessments, and resource sharing.; Healthcare Support: We support healthcare providers by offering cloud solutions that enhance their ability to deliver telehealth services, manage patient data securely, and scale their resources in response to fluctuating demands.; Economic Resilience: We're committed to supporting economic resilience by offering flexible pricing models and financial assistance programs for businesses affected by the pandemic, helping them to maintain their cloud services without financial strain.; Community Engagement: We engage with communities and non-profit organisations, providing technology resources and expertise to support recovery efforts, including initiatives aimed at bridging the digital divide and supporting vulnerable populations.; Our goal is to be a proactive partner in COVID-19 recovery, providing technology solutions that not only help organisations adapt to the new normal but also contribute to building a more resilient and inclusive future.

  Tackling economic inequality

  In addressing economic inequality, we are committed to leveraging our cloud hosting and software services as tools for empowerment and opportunity creation. Our approach is centered on making technology accessible and beneficial for all segments of society, particularly those who are most vulnerable or have been traditionally underserved. Here’s how we contribute:; Accessibility and Affordability: We strive to ensure our services are accessible and affordable, offering scalable solutions that cater to the needs of small and medium-sized enterprises (SMEs), non-profits, and educational institutions. This includes flexible pricing models for qualifying organisations, enabling them to leverage technology to drive their missions forward.; Skills Development and Training: Recognising the importance of digital literacy in the modern economy, we offer training programs and resources aimed at developing the digital skills of individuals from disadvantaged backgrounds. By partnering with educational institutions and community organisations, we aim to close the skills gap and open up new opportunities for employment and entrepreneurship in the tech industry.; Supporting Social Enterprises: We actively support social enterprises and organisations working to tackle economic inequality through preferential access to our cloud and software services. This support extends to collaboration on projects that leverage technology to address social issues, such as unemployment, education, and access to healthcare.; Innovation for Inclusion: We invest in developing innovative solutions that address barriers to economic participation. This includes technologies that enhance financial inclusion, support remote work and education, and enable access to essential services for underserved populations.; Economic Opportunity Creation: Through our ecosystem of partners, customers, and suppliers, we seek to create economic opportunities by prioritising diversity and inclusion in our procurement processes and by fostering an environment where small and diverse businesses can thrive.

  Equal opportunity

  Our dedication to promoting equal opportunity is woven into the fabric of our operations, services, and community engagements. We believe that technology has the power to level the playing field, providing access to information, resources, and opportunities that can transform lives regardless of background, location, or circumstance. Here’s our approach:; Diverse and Inclusive Hiring Practices: We are committed to fostering a diverse and inclusive workforce by implementing fair hiring practices that actively seek out and welcome candidates from a variety of backgrounds, including underrepresented groups. This diversity enriches our team with a wide range of perspectives and ideas, driving innovation and understanding of the diverse needs of our clients.; Workplace Equality: We ensure that all employees have equal access to opportunities for growth, development, and advancement. This includes creating a supportive work environment that respects and values each individual's contributions, and implementing policies that promote work-life balance, fair compensation, and professional development.; Technology Accessibility: Our cloud hosting and software services are designed with accessibility in mind, ensuring that individuals with disabilities have equal access to our technologies. This includes adherence to accessibility standards and guidelines, and providing tools and features that enhance usability for all users.; Community Programmes and Partnerships: We engage in community programmes and partnerships aimed at promoting equal opportunity in the technology sector and beyond. This includes supporting educational initiatives that provide technology access and digital literacy training to underserved communities, and collaborating with organisations that work towards social inclusion.; Supplier Diversity: We are committed to supplier diversity by ensuring that small and minority-owned businesses are given fair opportunities to participate in our procurement processes. This not only supports economic inclusion but also enriches our supply chain with a diversity of ideas and products.

  Wellbeing

  In addressing wellbeing, we recognise the critical importance of mental and physical health, particularly in today’s fast-paced and often stressful work environments. Our approach to wellbeing is holistic, focusing on creating a supportive and healthy work culture for our employees, and extending this ethos to our clients and the communities we serve. Here’s how we contribute:; Employee Wellbeing Programmes: We implement comprehensive wellbeing programmes that support the mental, physical, and emotional health of our employees. These include access to mental health resources, such as counselling services and stress management workshops, as well as initiatives promoting physical health, like fitness classes and ergonomic workplace assessments. We believe that a healthy team is more engaged, productive, and innovative.; Flexible Working Arrangements: Recognising the diverse needs of our workforce, we offer flexible working arrangements to help employees balance their professional and personal lives. This flexibility includes options for remote work, flexible hours, and the provision for necessary breaks to recharge, contributing to a more sustainable work-life balance.; Healthy Work Environment: We strive to create a work environment that promotes wellbeing, including safe and comfortable physical spaces, a positive and inclusive culture, and opportunities for social connection and community building among employees.; Client and Community Support: Beyond our internal initiatives, we extend our commitment to wellbeing through the services and support we provide to clients and the wider community. This includes offering products and services that encourage healthy work practices and partnering with organisations focused on mental health and wellbeing.; Continuous Learning and Development: We believe in the wellbeing benefits of lifelong learning and professional development. Our programmes are designed to support continuous growth and development, reducing the risk of burnout and increasing job satisfaction by providing meaningful opportunities for advancement and skill enhancement.

Pricing

• Price: £76.30 to £1,137.83 a unit a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@node4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.