Cisco ECE (Enterprise Chat and Email) feature martix compared to Cisco CIM

[Henrik Larsen]

Hi

Is there a matrix that shows which features are "missing" in the new ECE solutions when comparing it to the previous EIM/WIM solution ?

Henrik

[Sasikumar Divvela]

one thing i know is removal of CMB, you need to use Script editor to configure dialed number prefixes and filters for Agent Request.

[Henrik Larsen]

A quick look at the routing and workflow guide for eGain version 15 and ECE 11.5 shows that these nodes are missing in workflow options in ECE version:

• Auto reply
• Auto suggest
• User
• Create object
• Custom rule

So I guess that if you need some special functionality, you're forced to go for S+.

[Gaurav Thakur]

There is no official document released for feature comparison, but there is no functional loss in ECE.

ECE is more streamlined and focused on email and chat. Key new features include New and enhanced agent console which is supported on multiple browsers (IE, Chrome, and Firefox). Also, support for latest and greatest UCCE release. ECE also supports SSO this changes the agent experience and also a better experience and better security. Precision routing is another key feature available. 

Hope this helps! 

[Leszek Wojnarski]

For quick and cost effective implementation of Chat with Finesse it might be worth checking CrowConnect solution:

https://www.crowconnect.com/site/docs

Regards,

Leszek