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
11-28-2024 03:30 AM
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
11-28-2024 05:13 AM
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.
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?
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