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CCX Web Chat and Social Miner

Getting ready to upgrade customer to CCX 11.6.  They are interested in doing Web Chat once they are upgraded.  Assuming that they have the Prem licenses, do we still need to spin up Social Miner to do the interface with the customer's web site or is there an alternative?

 

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Re: CCX Web Chat and Social Miner

I had same question and after digging internet I see 2 options : 1 with socialminer u will have some web chat functionality . 2 if u need more functionality (proactive chat, video , sharing, co-browsing, etc.) u need to go with Egain cisco partner solution http://www.egain.com/products/live-chat-software/   , its cloud based but they have on-prem too.  

Here is usefull link to UCCX web chat config https://supportforums.cisco.com/t5/contact-center/uccx-chat-with-social-miner/td-p/2148771 

VIP Collaborator

Re: CCX Web Chat and Social Miner

Hi there

Yes, you need to install SocialMiner for this. Since the license is Premium, Social forum activity monitoring and follow-up using SocialMiner are enabled by premium agent license.

 

 

 

SocialMiner Install Guide

https://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html

 

 

Integration Document

https://supportforums.cisco.com/t5/collaboration-voice-and-video/integration-of-uccx-with-social-miner-chat/ta-p/3139858

 

License info

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/design/guide/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11_chapter_00.html

 

 

Hope this helps!

Cheers
Rath!


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