Community Live Forum- Introduction to Webex Contact Center

[Oxana Mauch]

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 

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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[Cisco Moderador]

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?

[Alejandra Gonzalez Romero]

Hello,  you are correct.  It uses Google.  Here you can see more information

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/wxcc_self-service.html

[Cisco Moderador]

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

[Alejandra Gonzalez Romero]

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

[Cisco Moderador]

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

[Cisco Moderador]

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

[Alejandra Gonzalez Romero]

Hello

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

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

[Cisco Moderador]

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

[Alejandra Gonzalez Romero]

Hello

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

[Cisco Moderador]

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

[Alejandra Gonzalez Romero]

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]

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

[Alejandra Gonzalez Romero]

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.

[Igor LVG]

Hi Alejandra! Greetings from Peru. Many thanks for the expo. I would like to ask you about the reportering for webex Contact center, I know that the platform has some reporteing but some companies requires more details and I was thinking other solutions as Calabrio and/or imacigle but i know that we can acquire WFO. Could you help me with your feedback?