WFO/WFM in Webex contact centre

[mrvoipstuff]

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 ! 

[bill.king1]

Are you looking for things like these?
https://help.calabrio.com/doc/Content/integration-notes/Cisco%20Webex%20Contact%20Center/Version%202.0/cisco-webex-cc-set-up-2.0-wfm.htm
https://apphub.webex.com/applications/eleveo-workforce-optimization-for-webex-contact-center 

[mrvoipstuff]

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.  

[bill.king1 · Accepted solution]

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 

[mrvoipstuff]

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