CCE 11.6 Finesse agents react to FB and twitter social media feeds

[helawamry]

Hi,

we have CCE 11.6 and we want to integrate with social media sites like FB and twitter to let finesse agent react to feeds and comments on social media.

SociallMiner was able to do so but this was disabled by FB and twitter for security reasons, is there any solution to let CCE finesse agents able to react to feeds and comments on social media sites

Thank you for your cooperation.

Haitham

[david.macias]

I was under the impression that ECE (eGain) had social channels, but it doesn't appear to be the case for ECE only for full eGain. Your other option is Bucher+Suter. If you have some development chops in house you can roll your own using SocialMiner.

david

[helawamry]

Hi David,

Is there a way to develop SoicalMiner for integrating with FB and Twitter pages to receive feeds and reply to it although Cisco have removed FB and twitter tabs starting from version 11.6.2

Thanks

Haitham

[Gerry O'Rourke]

David,

eGain offer a messaging hub which you purchase via Cisco (Cisco Solution plus) in bundles of 10,000 transactions per month. it is a Cloud Add on to ECE and integrates directly with your ECE enabled Agents.

It offers Apple Business Chat, Facebook Messenger, Twitter DM, WhatsApp, SMS, Google RCS, as well as eGain Chatbot which is called Virtual Assistant - which can all use the same transaction bundle.

Webtext (webtext.com) also offer SMS into Cisco ECE or Cisco UCCX.

Or you can develop your own integration via the ECE Interactive Messaging APIs:

https://developer.cisco.com/docs/enterprise-chat-and-email/#!interaction-api-developer-guide

Regards,

Gerry

[helawamry]

Hi Gerry,

Do you know integration requirements between ECE and social media sites like FB and twitter.

Thanks

Haitham

[Gerry O'Rourke]

Webtext supports Facebook, Twitter and SMS into Cisco ECE.

Maybe best to contact them:

https://www.webtext.com/contact/

You should be able to purchase via Solution Plus or maybe directly from Webtext.

eGain with their messaging hub also support SMS, Facebook, Twitter and other messaging providers such as WhatsApp, Apple etc.

you purchase this via Cisco Solutions Plus.

eGain do have a first year min list price spend of $70K (List price - not necessary what the customer has to pay).

Gerry

[paulonwude]

Hi,

You can also integrate ECE to SocialMedia using the ECE Java SDK and NodeJS.

We have successfully integrated Facebook (Messenger and Post Comments), Twitter (Direct Messages and Tweets), Whatsapp and Instagram Comments using this method.

Paul