SMS Gateway solution for Cisco contact center

[shijingk87]

Hi,

Customer want a sms gateway solution to integrate Cisco contact center express premium version ( UCCX 11.6). there will be 5 agents phones. The requirement is after a call complete with a contact center agent, the caller should receive a thanking message eg:-( thank you for calling..)

We have discussed with the vendor for integrating UCCX with SMS gateway.

As requested by them we need to do the changes in API  to call the URL hosted in web services and from their they can be able to send the SMS to SMS gateway to the Called number to the call center system.

Kindly let me the possible ways to achieve it by editing Script/Workflows after ending a call.

[david.macias]

WebText is the only Cisco approved SMS gateway, but you can achieve the same thing a lot cheaper by using something like Twilio to roll your own solution.

david

[Andreas Stuber]

Shijing, we provide a solution that allows you to do bi-directional chat with the customer using https://www.expertflow.com/chat/ , either via SMS or Whatsapp or any other chat framework of your choice, either from the IVR or during an agent live chat session, with or without a chatbot, during or after a call.

BR, Andreas