Contact Center - Express Flex Email and Chat Agents - Does it need Social Miner

[AdrianKumar96345]

Hi Guys

We will be implementing Multimedia Contact Center of Email and Chat Agents. On the CCW, I could not see the SocialMiner as a licensed component but can noted that SocialMiner is referenced in the Cisco Live presentations.

I will be most grateful if some can explain if we need to also install SocialMiner for the Email and Chat Agnets on the Contact Center Express.

Regards

Adrian.

[Graham Old · Accepted solution]

Yes, you will need to install a separate Social Miner server if you wish to use email or chat queueing. This can only be used with a CCX premium license and there is no additional license or charge for adding Social Miner.

As of the 12.5 release Social Miner is now called “Customer Collaboration Platform” and you will find the software on CCO in with the CCX software. The Social Miner directory on CCO stops at the 12.0 release.

Graham