WEBEX CONTACT CENTER - PLATFORM SELECTION
SELECTED PLATFORM: Webex Contact Center (Cloud)
ALTERNATIVES EVALUATED:
Option Pros Cons
Webex CC (Cloud) Cloud-native Feature limitations
AI-ready (native) vs on-prem
Faster deployment
Global redundancy
SELECTED
Webex CCE Full UCM integration Complex deployment
(Enterprise) Finesse compatible Higher cost
On-prem component
Third-party CC Best-of-breed option Multi-vendor mgmt
(Genesys, NICE) Specialized features Integration effort
DECISION RATIONALE:
1. Single-vendor strategy (Webex Calling + Contact Center)
2. Native AI integration (Webex AI Agent, Agent Assist)
3. Cloud-first corporate mandate
4. Reduced operational complexity (no on-prem servers)
5. Multi-region deployment with regional data residency
6. Aligns with Abhavtech's AI technology company identity
3.2.2 WxCC Multi-Region Architecture
ABHAVTECH WEBEX CONTACT CENTER - MULTI-REGION ARCHITECTURE
WEBEX CONTROL HUB
(Single Organization)
Org Region: APAC
WxCC WxCC WxCC
TENANT TENANT TENANT
APAC EMEA AMERICAS
(Mumbai DC) (UK/EU DC) (US DC)
SITES: SITES: SITES:
- Mumbai - London - New Jersey
- Chennai
Agents: 150 Agents: 15 Agents: 10
DATA RESIDENCY CONFIGURATION:
Region WxCC Data Center Recording Storage Analytics
India/APAC Mumbai DC UK DC US DC
UK UK DC (London) UK DC UK DC
EU EU DC (Frankfurt) EU DC EU DC
Americas US DC US DC US DC
CRITICAL: India Contact Center data MUST reside in India DC (Mumbai)
for DoT/TRAI compliance. This is configurable in Control Hub.
3.2.3 WxCC Licensing Design
ABHAVTECH WxCC LICENSING REQUIREMENTS
LICENSE TYPE QUANTITY UNIT COST ANNUAL COST NOTES
Standard Agent 100 $XXX/mo $XX,XXX Voice only
Premium Agent 75 $XXX/mo $XX,XXX Voice+Digital
Supervisor 10 $XXX/mo $X,XXX Monitoring
Webex AI Agent 1 $XXX/mo $XX,XXX Virtual Agnt
Agent Assist 175 Included Included In Premium
WFO (Recording) 175 $XXX/mo $XX,XXX All agents
WFO (QM) 50 $XXX/mo $X,XXX Evaluation
WFO (WFM) 175 $XXX/mo $XX,XXX Scheduling
ADDON CHANNELS:
WhatsApp Business: Via CCAI/Partner connector
Facebook Messenger: Native connector available
SMS: Via CCPP provider
LICENSE DISTRIBUTION BY SITE:
Mumbai HQ: 80 Standard + 40 Premium = 120 agents
Chennai: 15 Standard + 15 Premium = 30 agents
London: 5 Standard + 10 Premium = 15 agents
New Jersey: 0 Standard + 10 Premium = 10 agents
3.2.4 WxCC to Webex Calling Integration
WxCC - WEBEX CALLING INTEGRATION ARCHITECTURE
PSTN / TOLL-FREE
1800-266-1000 (India TF)
+91-22-4961-1000 (Mumbai)
+44-20-XXXX-XXXX (London)
+1-201-XXX-XXXX (NJ)
PSTN Routing
(LGW India / CCPP EMEA-US)
WEBEX CALLING
(PSTN Termination)
Internal Routing
(DN to Entry Point Mapping)
WEBEX CONTACT CENTER
ENTRY POINT
Sales_Voice_EP
Support_Voice_EP
FLOW DESIGNER
(IVR Processing)
QUEUES
(Skills-Based)
AGENT DESKTOP
(WebRTC/Webex App)
INTEGRATION METHOD: Native (Webex Calling to WxCC built-in)
TELEPHONY OPTION: Webex Calling (Phase 1 migrated users)
AGENT ENDPOINT: Webex App (softphone) or Desk Phone