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Oxana Mauch
Community Manager

Community Live Forum- Introduction to Webex Contact Center

Community Live Forum- Introduction to Webex Contact Center

 

Ask Me Anything Forum 

This session covers Webex® Contact Center, a next-generation cloud contact center solution that brings the innovation, flexibility, scalability, and agility of the cloud.

As the way customers and companies interacts continues to evolve, the contact center industry is also adapting. For both call centers and contact centers, the goal is to improve the customer experience. Webex® Contact Center is built for the future of customer experience, being not just a contact center but an experience center that gives customers the answers they need in the channel they prefer, all with exceptional speed and accuracy. Today, it’s not enough to simply have call center functionality, business should offer a true omnichannel experience for all customers to ensure having customers for life.

Featured Speaker

Expert Details 

alejgonz.jpg

Alejandra Gonzalez is a Technical Solutions Specialist in the collaboration space at the RTP center in USA. She started her career at Cisco 14 years ago on Cisco TAC Mexico supporting collaboration technologies. Later, she joined the CUCM RTP team and finally moved to a pre-sale’s role. Alejandra graduated from the Monterrey Institute of Technology and Higher Education (ITESM) she has a master’s degree specialized on internet technologies form Australia. She has the certifications of CCIE in voice and collaboration.

 
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For more details and information, visit the Webex community.
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13 REPLIES 13
Cisco Moderador
Community Manager

Q: Speech-Enabled IVR and Conversational IVR (that we saw in the demo) and this last one is the one that leverages Google NLP and CCAI, correct?

Cisco Moderador
Community Manager

Q: Is the Webex Contact Center available for PSTN in Mexico?

Hello.  Not yet.  For  PSTN we can integrate with a local gateway connected to the PSTN.

Cisco Moderador
Community Manager

Q: Are ther any migration tool for converting from uccx scripts to this flows?

Cisco Moderador
Community Manager

Q: can i connect via ODBC or any way to used hisotrical information and by power BI?

Hello

 

In WxCC we have an API.  Here you can see more details

https://devportal.wxcc-us1.cisco.com/documentation/getting-started

Cisco Moderador
Community Manager

Q: Can you create custome webpages to display on readerboard throughout the call center?

Hello

 

This might be possible with a 3rd party/professional services.  It is not something out of the box

Cisco Moderador
Community Manager

Q: There is a roadmap to integrate other channels like Whatsapp or Telegram for example?

Hello

Yes,  this is in roadmap.  the next one to be released is Whatsapp.  I don't have the ETA but it is in roadmap.

Cisco Moderador
Community Manager

Q: Does the customer need to provide SIP trunks to the solution or do DIDs get ported, or other?

We have flexible options for the PSTN:  Cisco PSTN, Cisco Cloud Connected PSTN (CCP) or local gateway (LGW).  With Cisco PSTN the DIDs can be ported.  It should be the same way on the Cloud Connected option but it will depend on the Service Provider.

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