Chapter 3: Webex Contact Center Design (Phase 2) -- 3.2 Webex Contact Center Architecture¶
3.2 Webex Contact Center Architecture¶
3.2.1 WxCC Platform Selection¶
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| WEBEX CONTACT CENTER - PLATFORM SELECTION |
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| |
| 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 | | |
| | | [OK] 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 |
| |
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3.2.2 WxCC Multi-Region Architecture¶
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| ABHAVTECH WEBEX CONTACT CENTER - MULTI-REGION ARCHITECTURE |
+-----------------------------------------------------------------------------+
| |
| +-------------------------+ |
| | WEBEX CONTROL HUB | |
| | (Single Organization) | |
| | Org Region: APAC | |
| +------------+------------+ |
| | |
| +------------------+------------------+ |
| | | | |
| v v v |
| +--------------+ +--------------+ +--------------+ |
| | WxCC | | WxCC | | WxCC | |
| | TENANT | | TENANT | | TENANT | |
| | APAC | | EMEA | | AMERICAS | |
| | (India DC) | | (UK/EU DC) | | (US DC) | |
| +------+-------+ +------+-------+ +------+-------+ |
| | | | |
| v v v |
| +--------------+ +--------------+ +--------------+ |
| | 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 | India DC | India DC | India 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 |
| for DoT/TRAI compliance. This is configurable in Control Hub. |
| |
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3.2.3 WxCC Licensing Design¶
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| 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 |
| |
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3.2.4 WxCC to Webex Calling Integration¶
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| WxCC - WEBEX CALLING INTEGRATION ARCHITECTURE |
+-----------------------------------------------------------------------------+
| |
| +-----------------------------+ |
| | PSTN / TOLL-FREE | |
| | 1800-266-1000 (India TF) | |
| | +91-22-4960-1000 (Mumbai) | |
| | +44-20-XXXX-XXXX (London) | |
| | +1-201-XXX-XXXX (NJ) | |
| +--------------+--------------+ |
| | |
| PSTN Routing |
| (LGW India / CCPP EMEA-US) |
| | |
| v |
| +-----------------------------+ |
| | WEBEX CALLING | |
| | (PSTN Termination) | |
| +--------------+--------------+ |
| | |
| Internal Routing |
| (DN to Entry Point Mapping) |
| | |
| v |
| +-----------------------------+ |
| | WEBEX CONTACT CENTER | |
| | +---------------------+ | |
| | | ENTRY POINT | | |
| | | Sales_Voice_EP | | |
| | | Support_Voice_EP | | |
| | +---------+-----------+ | |
| | | | |
| | v | |
| | +---------------------+ | |
| | | FLOW DESIGNER | | |
| | | (IVR Processing) | | |
| | +---------+-----------+ | |
| | | | |
| | v | |
| | +---------------------+ | |
| | | QUEUES | | |
| | | (Skills-Based) | | |
| | +---------+-----------+ | |
| | | | |
| | v | |
| | +---------------------+ | |
| | | 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 |
| |
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