Cisco Contact Center Integrations
Content Outline
The Cisco Contact center products (UCCX, UCCE, WxCC and WxCCE) are now integrated with Cisco Webex Experience Management. As a part of Contact Center integration, we have enabled post interaction survey collection and brought key aspects of our dashboard on agent desktop.
Agent Desktop Gadgets
Customer Experience Journey — Displays the timeline of customer experiences (survey responses). This helps agents to get context and engage appropriately with the customer. An agent can view the customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
The Customer Experience Journey gadget:
- Provides visibility to customer survey responses in real-time while an agent is interacting with a customer via a call, chat or email.
- Allows agents to see the timeline of a customer’s previous journey experiences and their Net Promoter Score (NPS), Customer Effort Score (CES), and other metrics.
Customer Experience Analytics — Displays the overall pulse of the customers or agents through industry-standard metrics, such as NPS, CSAT, and CES. This gadget is available for agents and supervisors.
- Agent Sign In — When an agent signs in, this gadget displays their key metrics as an aggregate of all their interactions with customers.
- Supervisor Sign In — When a supervisor signs in, this gadget displays the data that is derived through the overall NPS, CES, and trend of these metrics over time. A supervisor can segregate data based on teams and agents
In the future, we will continue to enhance these gadgets, introducing more insight about the customers’ journey experiences.
Post interaction surveys
The customer could interact with contact center agents through various inbound channels such as Voice, Email, Chat etc. For the Cisco contact center integrations with Experience management, Currently, Voice Call, Chat and Email are the supported inbound channels.Corresponding outbound channels are – IVR(via Twilio on UCCX & via CVP in UCCE), SMS and Email.
The integration provides the option for contact center customers to collect feedback from their customers about the interaction they just completed irrespective of the channel the customer reached the contact center through. This data will then feed into Experience management for powerful analytics.
Here are all the contact center integrations availability matrix.
Links to all the documentation for the Contact center integrations
UCCE
Post Call IVR and SMS/Email Survey documentation:
Scripting and Media Routing Guide
Digital surveys - Post Chat survey and Email signature survey
UCCX
Post Call IVR and SMS/Email Survey documentation: