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Cisco Contact Center Integrations

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:

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.

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.



Post Call IVR and SMS/Email Survey documentation:

Solution design guide

Feature guide

Scripting and Media Routing Guide

Digital surveys - Post Chat survey and Email signature survey

Solution design guide


Post Call IVR and SMS/Email Survey documentation:

Solution design guide

Feature guide