Webex contact center with MS teams’ integration

[Ramamoorthy Shanmugam]

Hi All,

How to integrate Webex contact center with Microsoft Teams. In the MS app, we were able to find Webex call & Webex Meetings.

Please let us know how to integrate the Webex contact center app in MS teams.

[bill.king1]

Have you looked at the documents listed here? https://help.webex.com/en-us/article/nreoevcb/Microsoft-Teams-and-Webex-Contact-Center-Telephony-Integration

[Ramamoorthy Shanmugam]

Hi Bill,

Thanks for the update. We need to Integrate MS Teams with the Webex contact center. For this from the MS teams app, we were able to find only Cisco Webex calling and Webex meetings apps and not able to find the Cisco Contact center app.

Please let me know how to get Webex CC app.

[b.winter]

There is no calling app for webex contact center.
There is only the agent desktop app, which is not integrated in any of the Cisco apps too. So this app doesn't need to be integrated into another app.

You need to have 2 apps:
A calling app (in your case MS teams) and the Webex Contact Center Agent Desktop app (which can also run in the browser).

[jim-j]

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@b.winter wrote:

You need to have 2 apps:
A calling app (in your case MS teams) and the Webex Contact Center Agent Desktop app (which can also run in the browser).

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Is there a way to access the "Webex Contact Center Agent Desktop app" without a browser?  AFAIK the Webex Contact Center Agent Desktop app is a browser based app, so the only way to access it is via a browser.

[bill.king1]

Yes, you can do it a couple ways, like this https://help.webex.com/en-us/article/dh2smw/Install-Webex-Contact-Center-Agent-Desktop

[Ramamoorthy Shanmugam]

Hi Winter & Bill,

Thanks got it and clear now.

[prawat155]

Hi  @Ramamoorthy Shanmugam ,

Are you interested in knowing about an alternative method to integrate MS Teams with Cisco Webex contact center? Well, you can achieve this by opting for a third-party unified agent desktop. Such desktops are often paired with a couple of business apps like CRM, Ticketing, core-industry apps, and even MS Teams. One excellent example of such a solution is NovelVox's unified agent desktop. It’s uniquely integrated, industry-optimized, and highly customizable. 

Use the link below for more information:

https://www.novelvox.com/unified-agent-desktops/cisco-webex-contact-center-agent-desktop/

Hope this helps!!