Hello, I'm looking to have a discussion with the BU/Product Manager for WebEx Contact Center. Holger Esser and I had some conversations 12-18 months ago but there were a number of features required by our customers that were not available then; especially with how it could integrate with on-prem CUCM features. The software our agents use need to access CUCM resources such as handling dial-zero and internal calls, single-step & attended transfer to on-prem CUCM extensions, accessing overhead paging, call-parking, managing shared line hunt groups, etc. which were not available at that time but had been hinted about as future roadmap items.
I see Holger has moved on from Cisco, but looking at the new WxCC APIs there have been some improvements to WebEx Contact Center. I’d like to re-start that discussion on if WxCC is an option for agents that need to perform those specific workflows.