Looking for feasibility to integrate Whatsapp and Facebook messenger chat with UCCX contact center setup. Chat distribution to available agent.
Is this feasible,
Please help with any reference documents if available, there is no mention in the CISCO documents.
We are one of the solution provider and can provide solution for Social media integration with Cisco UCCX, UCCE, PCCE.
The solution can integrate channels like Facebook, Twitter, WhatsApp, Viber, etc and can embed within the Cisco Finesse as Gadget where the Agents can answer the incoming chat channels.
I recently had the same concern of integrating social channels with the Cisco UCCX contact center setup. CXInfinity solved all my issues. This omnichannel platform seamlessly integrates WhatsApp, Facebook, other social, chat, email and even voice with Cisco. The best part there is no need to switch screen – everything is embedded within the Finesse interface. Check this link https://www.cxinfinity.com/solutions/cisco-contact-center/. You can download the brochure here.
I am quite happy with this single box solution.