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WFO/WFM in Webex contact centre

mrvoipstuff
Level 1
Level 1

Hi

How do I go about enabling WFO/WFM integration in Webex contact centre ? Is that a separate portal Cisco/WxCC partner has to provision before customer can access access ? Found the guide link below but don't know how/where can I access Webex WFO. 

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/Webex_WFO/integration-note-cisco-webex-cc.pdf#page=11&zoom=100,112,162

Not after specifics but very high level view of how WFO/WFM capability is like in WxCC. Appreciate any feedback ! 

1 Accepted Solution

Accepted Solutions

It is another of those hybrid offerings, like if you look here on page 17 and forward,it is Webex Workforce Optimization, but it is the Calabrio system/screenshots.
https://www.webex.com/content/dam/wbx/us/documents/pdf/all_new_webex_contact_center_brochure.pdf 

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4 Replies 4

similar ... Doesn't Cisco have its own WFO/WFM solution that integrates with Webex contact centre?  Or do we have to work with 3rd parties like Calabrio to set it up with WxCC ? have not used them before with on-premise UCCX so don't know which one is the best path forward.  

It is another of those hybrid offerings, like if you look here on page 17 and forward,it is Webex Workforce Optimization, but it is the Calabrio system/screenshots.
https://www.webex.com/content/dam/wbx/us/documents/pdf/all_new_webex_contact_center_brochure.pdf 

thanks - we'll find out more from our cisco contact.