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Community Live Forum- Introduction to Webex Contact Center

Oxana Mauch
Cisco Employee
Cisco Employee

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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19 Replies 19

Cisco Moderador
Community Manager
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
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
Community Manager

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

Cisco Moderador
Community Manager
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

Hi 

Page can not be found.

 

I have a question about Webex Contact Center. In our current setup, our client is using CCX as an IVR, meaning it’s used for the auto attendant function. When we migrate to Webex CC, can incoming calls be answered by IP phones registered with on-premise CUCM? If this is possible, I presume that understanding and monitoring the CTI state of the IP phone through Webex CC CUBE might not be feasible. Here’s the point I’m concerned about:

PSTN>>> LGW>>>> Webex CC>>>> back to LGW again to CUCM registered IP phone.

In this scenario, similar to a CCX architecture, can a call be directed to a sales hunt pilot defined in CUCM when, for example, '1' is dialed for sales?

 

Thanks

There are a number of different configurations you can set up, see link https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center
In your example, if you want Webex CC to be the IVR but not the group that actually answers the call and send calls to a destination in the PSTN or to your hunt group, you could do that.

Cisco Moderador
Community Manager
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
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
Community Manager

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