Chapter 2: Solution Architecture (High-Level Design)¶
Overview¶
This chapter provides the enterprise architecture blueprint for the Cisco Webex Contact Center deployment, covering platform architecture, integration design, network topology, security architecture, and high availability patterns. The design supports distributed agents working from home or retail stores with cloud-native, AI-enabled omnichannel capabilities.
Document Structure¶
This chapter contains a single comprehensive document covering the complete high-level design:
- High-Level Design - Complete solution architecture with diagrams, integration specifications, network topology, and HA/DR design
What's Covered¶
Solution Architecture Overview - Component diagram (Webex CC platform, integrations, agent locations, connectivity), cloud-native multi-tenant SaaS with India data residency, and the full technology stack (Webex CC, Webex Calling, Dialogflow CX, Vertex AI, Zendesk)
Contact Center Platform Architecture - Core components (tenant, users, teams, queues, entry points, routing strategies), WebRTC agent desktop with screen pop, supervisor desktop (silent monitor, barge-in), and the administration portal
Integration Architecture - Zendesk CTI connector (bi-directional), Dialogflow CX conversational IVR, Vertex AI predictive analytics, and communication channels (Voice/PSTN/SIP, WhatsApp, Web Chat, Email)
Network Architecture - Remote agent connectivity, dual-ISP cloud connectivity, Webex Calling with Cloud Connect and PSTN breakout in India, and bandwidth planning
Data Flow Diagrams - Customer journey (inbound → IVR → queue → agent → CRM ticket → resolution), agent workflow, and supervisor workflow
Security Architecture - PCI-DSS zones (CDE, DTMF masking, secure IVR), encryption (TLS 1.2+, AES-256 recordings), RBAC/MFA/SSO access controls, and network security
High Availability & Disaster Recovery - 99.9% uptime SLA, 4-hour RTO / 1-hour RPO, multi-region failover, and agent work-from-home business continuity
Scalability & Performance Design - Capacity planning (50 agents, 20 concurrent, 3x peak scaling), performance targets (< 30s speed to answer, < 3% abandonment), and growth roadmap to 100 agents
Key Deliverables¶
| Deliverable | Description |
|---|---|
| Architecture Diagrams | Component, network, integration, data flow diagrams |
| Technology Stack | Platform components, versions, licensing |
| Integration Specifications | API endpoints, data mappings, authentication |
| Network Topology | WAN connectivity, bandwidth requirements, QoS policies |
| Security Controls | Encryption, access control, audit logging |
| DR Procedures | Failover triggers, recovery steps, testing schedule |
Design Principles¶
Cloud-First - No on-premises infrastructure, global scale with local data residency, automatic updates and feature releases
Remote-Ready - WebRTC browser-based desktop (no VPN), home broadband connectivity, mobile device support
AI-Powered - Conversational IVR with NLU, predictive routing algorithms, real-time sentiment analysis
Compliance-Built - PCI-DSS cardholder data protection, India DPDP Act data localization, SOC 2 Type II platform certification
Next Steps¶
After reviewing the architecture, proceed to:
- Chapter 3: Security & Compliance - Detailed security controls and compliance framework
- Chapter 4: Platform Provisioning - Low-level configuration and implementation
Last Updated: March 2026
AI Disclosure: Content developed using Claude (Anthropic) with professional UC/CC expertise