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Beginner

UCCX Chat Question

Hello,

 

I have UCCX Standard 12.5.  I do not have any premium licenses.  I am trying to find information on how to integrate some sort of "chat with customers" feature on our public website.  Based on my research, this feature was available back in 10.5/11 with social miner but has since been discontinued.  Can I do any type of chat feature with the public and my CCX agents using the licensing I have?  I know agents can chat with each other but I am looking at specifically adding a feature where the public can chat with my agents.  

 

If native CCX isn't the way to do this has anyone had any luck with other applications for this?

 

These are the licenses I have:

CCX Enhanced Server License 12.5
CCX Enhanced Warm Standby 12.5
CCX Enhanced Seat 12.5 CCX Enhanced Seat Licenses

1 ACCEPTED SOLUTION

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Re: UCCX Chat Question

One option that does integrate well is https://www.upstreamworks.com/

Cisco’s CCaaS offering Webex Contact Center also has a native chat offering.

View solution in original post

3 REPLIES 3
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VIP Collaborator

Re: UCCX Chat Question

in 12.5, Social Miner has been renamed to Customer Collaboration Platform, but generally is the same as social miner. However, in order to use the feature for chat, agents will need the premium, not enhanced licensing.
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Beginner

Re: UCCX Chat Question

Thank you for the information.  Is there any 3rd party products you can reccomend?  They don't have to necessarily integrate with CCX.  I just can't switch over our 200 seats from enhanced to premium as the cost is too high.

Highlighted

Re: UCCX Chat Question

One option that does integrate well is https://www.upstreamworks.com/

Cisco’s CCaaS offering Webex Contact Center also has a native chat offering.

View solution in original post