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?
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
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
Hope this helps!
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