Cisco Webex Contact Center
BluIP sets up and supports Webex Contact Center for you
Cisco Webex Contact Center puts your calls, chats and messages in one queue, routes each one to the right agent and records what happened. BluIP delivers the platform, builds the integrations and answers the support calls after go-live.
BluIP at a glance
- 99.999% uptime
- 2,900+ integrations with CRM and back-office systems
- 99% of customers stay with BluIP
How it works
Your live dashboards and your reports always agree
Webex Contact Center handles incoming and outgoing calls, chat, SMS and email in one system on the Webex platform. Skills, language, priority and the reason for the call decide which agent takes each contact. The caller ID and the customer's CRM record are on the agent's screen before they say hello.
Every contact creates one record: queue, agent, wait time, talk time, call length and outcome. Live dashboards and historical reports both read from that record, so their numbers match.
BluIP is a licensed phone carrier. If a caller cannot hear the agent at 4:15 p.m., our engineers check the phone line and the contact center together and fix the problem.
One record per contact
Live dashboards
Historical reports
Both views read the same record.
What supervisors and agents get
Help your supervisors stay ahead of the queue
Shorter waits without adding agents
Routing sends simple questions down the fastest path and complex work to the person who handles the account. With AI in front of the queue, routine requests can be handled before they reach an agent, so busy periods do not have to mean more hiring.
Live alerts during the shift
Custom dashboards, custom reports and threshold alerts put abandoned calls, service levels and peak times on the supervisor's screen. Supervisors can act on agent performance in the same shift.
Webex licenses billed with your phone service
Your Webex licenses, phone service and integrations are billed on the same monthly invoice, and the same support team answers for all of them. See how the wider cloud contact center platform fits together.
Less wrap-up after each call
Auto Call Summary writes the wrap-up notes for the agent to review. Agent Assist suggests answers while the customer is still speaking.
Call records ready for an audit
Every incoming and outgoing contact is logged with its recording attached. Records are searchable by business number, agent, queue and date, so a dispute from six weeks ago is quick to look up.
Build your setup
Choose the pieces your contact center needs
Which options you need depends on where your calls come from and what your teams already use.
Voice and digital queues
One agent desktop for phone calls, chat, SMS, email and web sessions. Agents move between channels without switching tools, and every contact is measured the same way, however the customer reached you. Best for: teams whose calls and digital messages peak at the same times.
Reporting and call analytics
Standard reports plus custom reports on the metrics you track. Add call reporting and analytics to score what is said on each call and find the patterns behind repeat calls. Webex Workforce Optimization and the quality management tools turn those findings into coaching. Best for: teams whose reports count calls but cannot explain them.
AI in front of the queue
AIVA, BluIP's AI receptionist, answers routine requests across voice, SMS and web chat, then hands anything that needs judgment to an agent with the details attached. Cisco AI Assistant adds automation and agent guidance inside Webex. Explore the AI receptionist. Best for: queues where one type of call makes up much of the volume.
Phone lines and SIP trunking
SIP trunking and phone service under the platform, with backup paths and automatic failover. Best for: businesses that cannot afford dropped or garbled calls.
The difference
Is a phone system enough, or do you need a contact center?
A phone system sends calls to people. A contact center sends each contact to the right person and records what happened. The right choice depends on how much of your business comes in by phone.
Swipe sideways to see every column
A phone system, such as BluIP's Cloud PBX, is enough when calls are a small part of the business and a few people answer them. It costs less, too. A contact center pays off when call volume, service levels or revenue depend on who picks up and how fast. BluIP also delivers NiCE CXone if it suits your setup better.
Where it pays off
Do any of these sound familiar?
A contact center is worth it in these four situations.
Calls pile up at a few peak hours
Much of the week's calls arrive in a few hours on a couple of days. If you staff for the average, callers hang up at the peak and agents sit idle in the afternoon. Reports show when the peaks come, so you can schedule for them.
Reports that cannot answer simple questions
Leadership asks how many calls turned into sales, and nobody can say. Most contact center reports show totals without outcomes. Joining call data to CRM records answers the question with no spreadsheets kept by hand.
Sales teams cannot see which campaigns work
A sales manager cannot see which marketing campaigns produced calls or how long a lead waited. With call tagging, the sales team can follow a call from first contact to closed deal.
Your industry has strict recording rules
Compliance rules set how long recordings are kept, what is redacted and who can see them. Recording rules and security controls are set to your policy, and searchable records make audits shorter.
Your rollout
How we move your queues to Webex, step by step
- 01
Map your queues
We map your queues, call volume and reporting gaps. Then we agree with your team on the routing rules that matter.
- 02
Plan your integrations
We document the CRM, ticketing and back-office connections your agents need. Your developers get secure API access to your business applications.
- 03
Build and configure
We set up routing, workflows, dashboards, recording rules and reports to your policy.
- 04
Test and train
You check the call flows, and your supervisors train on live dashboards.
- 05
Move in phases
Queues move over group by group. Where a phone system switch is part of the work, it happens outside business hours.
- 06
Go live and tune
We review the first weeks of call records with you, then adjust routing and staffing plans as demand shifts.
Reliability and support
Our developers connect Webex to the systems your agents use
We hold 99.999% uptime. Our developers build custom connectors when no standard one exists.
Your current phone system keeps running while queues move over in stages, and numbers port when you are ready. If you are moving off an on-site system, your cabling stays. Cisco ships new Webex features as updates, with no hardware refresh.
About BluIP
BluIP is a licensed telecom provider that builds its own software: Cloud PBX, contact center and AIVA, our AI receptionist for voice, text and chat. Founded in 2011, BluIP serves hotels, health systems, restaurants and large enterprises across North America, including 2,200+ hotels, with 99.999% uptime.
Frequently asked questions
Your Webex Contact Center questions
Contact us for pricing. We share pricing after a short discovery call.
On the call, we look at how many agents you have, which channels you want and how much integration work you need. When you compare, include what you pay today for custom connectors and for managing several vendors.
A phone system moves calls to extensions. A contact center routes work, measures it and records every detail.
The gap shows up in reporting. A phone system tells you a call happened. Webex Contact Center writes a record for each call with the queue, agent, hold time, talk time and outcome, then feeds live dashboards and historical reports from the same data. With BluIP, it runs with 99.999% uptime.
The timeline depends most on integration work, and BluIP scopes it with you before you sign.
Integration work affects the timeline more than agent count. Rollouts across several sites go location by location, with one BluIP project manager throughout. Phone service alone is faster: days if you take new numbers, a few weeks if you keep your numbers (porting). Reports are set up during implementation, so your historical data is usable from day one.
Yes. Salesforce and the major CRM platforms connect directly, so the customer's CRM record is on the agent's screen with the call.
With the CRM connected, each call carries the account, the case and its value. Without it, you have a phone number and a time. Our integrations layer covers 2,900+ connections to CRM and business applications, and our developers build connectors where none exist.
Standard live dashboards, historical reports and custom reports on the metrics your business tracks.
Included reports cover call volume, average wait time, average handle time, abandoned calls and agent performance. Dashboards are built for each role. Adding call analytics scores what was said on recorded calls, so teams can find the processes that cause repeat calls.
The call goes to overflow, voicemail or the AI receptionist, based on rules you set.
Nothing drops silently. Every path appears in reporting, so you can count missed and abandoned calls exactly. Many businesses put AIVA in front of the queue to answer simple questions, so fewer calls reach agents.
Recording rules, retention periods, redaction and access permissions are set to your policy during implementation.
Call logging covers incoming and outgoing calls, so campaign and service activity sit in one table. Records can be searched by date range and outcome and exported when an auditor asks for them.
Yes. Your current platform keeps running while queues move to the contact center in stages.
BluIP Connect with Webex and Microsoft Teams Phone can stay in place for back-office staff while the front line works from a contact center desktop. Your on-site hardware can keep running during the move, and other cloud apps keep connecting through the same integrations. Numbers port on your schedule, and BluIP supports the phone lines, the platform and the integrations.
Callers notice shorter waits, fewer transfers and the same answers at any hour.
Customers reach you on the channel they prefer and get an agent who already has the account open, so they do not have to repeat themselves. Every handoff carries the conversation with it, and routing matches each contact to what the customer needs.
Yes. AI can be added after go-live without replacing the platform underneath it.
AIVA runs in front of the contact center across voice, SMS and web chat and answers the routine requests that make up much of the call volume. Most teams start with their single busiest call type, measure the change and then add the next one.
Talk to us about your queue
Bring one week of call records and your toughest questions
We will show you what Webex Contact Center does with the same data, and which questions your current reports cannot answer.
