Webex Contact Center
Live chat software
Customer self-service software
Call center infrastructure (CCI) software
Contact center software
Contact center workforce software
Customer service automation software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$85 per agent per month
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- Healthcare and life sciences
- Banking and insurance
- Information technology and software
What is Webex Contact Center
Webex Contact Center is a cloud contact center platform for managing customer interactions across voice and digital channels. It is used by customer service and support organizations to route contacts, assist agents, and monitor service performance. The product integrates with the broader Webex collaboration stack and supports integrations with CRM and enterprise systems through APIs and connectors. It is typically deployed by mid-market to enterprise teams that need centralized administration, reporting, and compliance-oriented controls.
Omnichannel routing and queuing
Webex Contact Center supports handling customer interactions across voice and digital channels within a unified routing and queueing model. It provides skills-based routing and configurable flows to direct contacts to the appropriate agents or teams. This helps organizations standardize service operations across channels rather than managing separate point tools for chat and telephony. It is well-suited to contact center use cases that require consistent policies and reporting across channels.
Enterprise telephony and reliability
The platform is designed for contact center-grade voice, including call control, IVR, and integration with enterprise telephony environments. It supports centralized administration and operational features expected in call center infrastructure deployments. For organizations consolidating telephony and contact center operations, this reduces dependence on standalone voice systems. It aligns better with infrastructure-heavy requirements than lightweight chat-first tools.
Integrations and extensibility options
Webex Contact Center provides integration options for CRM systems, identity providers, and analytics via APIs and prebuilt connectors. This enables embedding contact center capabilities into existing service workflows and data models. It also supports customization of agent desktop experiences and workflow automation through configuration and integration. These capabilities are important for enterprises that need to fit the contact center into broader IT and security standards.
Complex setup and administration
Implementations often require contact center expertise to design routing, IVR flows, roles, and reporting structures. Compared with simpler customer messaging or automation tools, initial configuration and ongoing change management can be more involved. Organizations may need partner or professional services support for larger rollouts. This can increase time-to-value for smaller teams with limited IT resources.
Costs scale with usage
Contact center licensing and telephony-related charges can become significant as agent counts, channels, and minutes grow. Advanced capabilities (for example, analytics, quality management, or AI features) may require additional licensing tiers or add-ons depending on the contract. This can make budgeting less predictable than flat-priced chat or basic automation products. Procurement typically requires a formal quote process for enterprise configurations.
Workforce management not standalone
While the product covers core contact center operations, full workforce management (forecasting, scheduling, adherence) may depend on additional modules or integrations rather than being a complete, standalone WFM suite in all deployments. Organizations with mature workforce planning requirements may need to evaluate add-ons or third-party tools. This adds integration and vendor-management overhead. It can also fragment reporting across operational and workforce datasets.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Webex Contact Center — Standard (Named Agent) | $85 per agent/month (MSRP) | Essential contact center functionality: voice, chat, email; MSRP per agent per month. |
| Webex Contact Center — Premium (Named Agent) | $130 per agent/month (MSRP) | Includes Standard features plus social channels (SMS, Facebook Messenger), outbound progressive dialing, Supervisor functionality; MSRP per agent per month. |
| Webex Contact Center — Standard (Concurrent Agent) | $115 per concurrent agent/month (MSRP) | Concurrent agent licensing option; standard feature set. |
| Webex Contact Center — Premium (Concurrent Agent) | $170 per concurrent agent/month (MSRP) | Concurrent Premium agent with expanded channels and outbound dialing. |
| Webex Contact Center — Additional IVR Port (Cloud) | $70 per IVR port/month (MSRP) | Additional Interactive Voice Response port for cloud deployments. |
| Webex Contact Center Enterprise — Standard (Concurrent) | $155 per concurrent agent/month (MSRP) | Enterprise-scale concurrent Standard agent pricing (omnichannel). |
| Webex Contact Center Enterprise — Premium (Concurrent) | $235 per concurrent agent/month (MSRP) | Enterprise-scale Premium concurrent agent pricing. |
| Webex Contact Center Enterprise — Additional CVP IVR Port | $80 per CVP IVR port/month (MSRP) | Additional Customer Voice Portal (CVP) IVR port for Enterprise. |
| Infrastructure as a Service (IaaS) for Webex Contact Center (listed as optional infrastructure) | $150 per 2.8 GHz vCPU; $125 per 32 GB RAM; $300 per 1 TB SSD | IaaS component list prices shown in ordering guide (MSRP). |
| Workforce Optimization / WFO components (add-ons) | Example: WFO Bundle (Named Agent) $100; QM $35; WFM $39.50; WFO Analytics $50; WFA w/Transcription $60; Call Recording $5 | Add-on pricing (per named agent/month) and WFO storage ($0.03 per GB) are listed in the ordering guide; some WFO packaging is also advertised on the public pricing page (e.g., "starting at $40/user/mo"). |
| Webex Calling integration (add-on) | Starting at $8 per user/month (public pricing page) | Integration/add-on for cloud calling/Cloud PBX (listed on Webex pricing page). |
| Digital Engagement (Webex Connect) | Pay by usage | CPaaS/digital engagement channels billed on usage (per-message, MAU, MAD, or banded pricing) per ordering guide and product docs. |
Notes: All MSRP pricing above is listed in Cisco’s Collaboration Flex Plan / Contact Center ordering guide and is stated as "MSRP per agent per month unless otherwise indicated." Pricing guidance and detailed SKU lists are published in the Cisco ordering guide appendix; final ordering/pricing is via Cisco Commerce Workspace (CCW) and channel partners.
Seller details
Cisco Systems, Inc.
San Jose, California, USA
1984
Public
https://www.cisco.com/
https://x.com/Cisco
https://www.linkedin.com/company/cisco/
