NTT, in collaboration with Cisco, introduces an advanced Cloud-based Contact Centre Solution powered by the robust Webex Contact Centre (WebxCC). This strategic choice aligns with our clients, emphasizing excellence and seamless customer service. The Webex Contact Centre stands out due to its strong local Singapore cloud infrastructure, AI-driven features, scalability, and cloud security. Our solution seamlessly integrates with 3 parties CRMs, ensuring efficient workflows between the Cloud Telephony Solution and customer data management. Webx CC named user licensing covers both User Acceptance Testing (UAT) and Production environments, guaranteeing comprehensive functionality. NTT’s commitment extends to professional services, including setup, customization, and ongoing optimization. Our Managed Customer Experience (MCX) services enhance the Contact Centre’s performance. In summary, NTT offers you a secure, scalable Cisco Webex Contact Centre solution synergizing with your CRM system. Readily extensible via open APIs and add-on options and backed by the security and support benefits only available from a trusted brand like Cisco, Webex CCE opens a path to the cloud for even the most business- critical contact centres. The technology setup with WebxCC opens boundless opportunities for you to embark on future innovations and AI initiatives that not only enhance the customer experience but help to make your contact centre agents more efficient and effective.

1. The BYOC solution provides flexibility and interoperability to the Cisco WebxCC by either allowing you to define SIP trunk over the public internet (this is for the purpose of doing outbound calls that require Caller ID to be shown) or via Cloud comms where you only need to do call forwarding to WebxCC.
2. The voice ingress services in Webex CC performs third party call control using SIP and answers the incoming call as well as perform transfer, conference, and other call control operations. Internet connectivity between Agents/Supervisor and Cisco Webex CC is very crucial. The data payloads vary based on the Agent Desktop and Supervisor console activities, requests, and frequency of such activities or requests Round Trip Time (RTT) – network connectivity to the WebexCC data centers over the public, must consistently provide RTT of less than 250 milliseconds and less than 1% packet-loss for acceptable performance.
3. The logical entry point for calls in the Webex CC is the configuration entity named ‘Entrypoint’. For Voice ingress, the key configuration of Entrypoint is the phone number associated with it, which is typically a valid PSTN phone number obtained from chosen PSTN provider. This enables detecting incoming calls on the phone number, associate the call to Entrypoint and use other configuration parameters of the entry point to handle the call as per the Webex CC Flow definition that should be triggered for the interaction.