Cisco Webex Contact Center Premium Concurrent Agent Gold SLA
The Cisco Webex Contact Center Premium Concurrent Agent Gold SLA provides essential support and entitlements for your advanced contact center platform, ensuring business continuity and optimal performance.
- Gold SLA Coverage: Access to premium support with defined response times and resolution objectives for critical issues.
- Platform Entitlement: Ensures continued access to advanced features and functionalities of the Webex Contact Center Premium platform.
- Operational Continuity: Protection against service disruptions through proactive monitoring and rapid issue remediation.
- Compliance Assurance: Meets regulatory and operational requirements by maintaining a supported and up-to-date contact center environment.
Product Overview
Product Overview
This offering is a Cisco Webex Contact Center Premium Concurrent Agent Gold Service Level Agreement (SLA). It provides a high level of support and specific entitlements designed to ensure the optimal performance and availability of your contact center operations.
Designed for businesses that rely on their contact center for customer engagement, this SLA is utilized by IT Managers and IT Professionals within SMB and mid-market organizations. It integrates with existing Cisco Webex Contact Center Premium deployments, safeguarding critical communication channels.
- Premium Support: Guaranteed response and resolution times for critical incidents.
- Feature Access: Entitlement to all features and updates for the Webex Contact Center Premium platform.
- Proactive Monitoring: Continuous oversight of the contact center environment to prevent issues.
- Expert Assistance: Access to Cisco's specialized technical support teams.
- Business Continuity: Minimizes downtime and ensures consistent customer service delivery.
This Gold SLA is the ideal choice for SMB and mid-market teams needing guaranteed support and maximum uptime for their Cisco contact center.
What This Enables
Gold SLA for Critical Incident Response
Access to premium support with defined response and resolution times for critical contact center issues. This ensures that any service disruptions are addressed swiftly, minimizing impact on customer interactions.
cloud-based contact center, subscription software, business continuity planning, customer engagement platforms
Entitlement to Advanced Platform Features
Ensures continued access to all advanced features and functionalities of the Webex Contact Center Premium platform. This allows your team to utilize the latest tools for customer service optimization.
software licensing, platform subscriptions, IT infrastructure management, operational efficiency
Protection Against Service Disruptions
Provides proactive monitoring and rapid remediation for potential issues within the contact center environment. This coverage protects against unexpected downtime and maintains consistent service delivery.
managed services, IT operations, risk mitigation, service level agreements
Key Features
Gold Service Level Agreement
Guarantees priority support with defined response and resolution times for critical issues, ensuring minimal disruption to customer service operations.
Webex Contact Center Premium Access
Provides entitlement to all advanced features and functionalities of the platform, enabling enhanced customer engagement and agent productivity.
Proactive Monitoring and Management
Offers continuous oversight of the contact center environment to identify and address potential problems before they impact service delivery.
Expert Technical Support
Grants access to Cisco's specialized technical support teams, providing deep expertise for complex troubleshooting and issue resolution.
Business Continuity Assurance
Minimizes downtime risks and ensures consistent, reliable customer service delivery, protecting revenue and customer satisfaction.
Industry Applications
Finance & Insurance
Financial institutions require highly available and secure contact centers to handle sensitive customer inquiries and transactions, often with strict compliance and SLA mandates.
Healthcare & Life Sciences
Healthcare providers depend on reliable contact centers for patient communication, appointment scheduling, and critical information dissemination, necessitating robust support and uptime.
Retail & Hospitality
These sectors rely heavily on customer service for sales, support, and reservations, making contact center performance crucial for customer experience and revenue generation.
Government & Public Sector
Public sector agencies often manage high volumes of citizen inquiries and require dependable communication channels with guaranteed service levels for essential services.
Frequently Asked Questions
What is a concurrent agent license?
A concurrent agent license allows a specific number of agents to log in and use the contact center platform at any given time. This is different from named licenses, where each individual agent has a dedicated license.
What does the 'Gold SLA' signify?
The Gold SLA indicates the highest tier of support offered by Cisco for this product. It includes the most stringent response and resolution time commitments for critical issues, ensuring rapid assistance.
Is this a one-time purchase or a subscription?
This is a subscription-based licensing and support offering. Billing occurs on a recurring basis as defined by the subscription term.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.