09-28-2021 06:13 AM - edited 09-30-2021 10:05 AM
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.
09-29-2021 10:25 AM - last edited on 10-06-2021 07:48 AM by Gabriela Godoi do Prado
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?
10-06-2021 09:19 AM
Hello, you are correct. It uses Google. Here you can see more information
09-29-2021 10:25 AM
Q: Is the Webex Contact Center available for PSTN in Mexico?
10-06-2021 09:21 AM
Hello. Not yet. For PSTN we can integrate with a local gateway connected to the PSTN.
09-29-2021 10:26 AM
Q: Are ther any migration tool for converting from uccx scripts to this flows?
09-29-2021 10:26 AM
Q: can i connect via ODBC or any way to used hisotrical information and by power BI?
10-06-2021 09:24 AM
Hello
In WxCC we have an API. Here you can see more details
https://devportal.wxcc-us1.cisco.com/documentation/getting-started
09-29-2021 10:27 AM
Q: Can you create custome webpages to display on readerboard throughout the call center?
10-06-2021 09:26 AM
Hello
This might be possible with a 3rd party/professional services. It is not something out of the box
09-29-2021 10:27 AM
Q: There is a roadmap to integrate other channels like Whatsapp or Telegram for example?
10-06-2021 09:28 AM
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.
09-29-2021 10:28 AM
Q: Does the customer need to provide SIP trunks to the solution or do DIDs get ported, or other?
10-06-2021 09:31 AM
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.
11-07-2022 06:13 AM
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?
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