Product Update - September 2019

This release is a minor upgrade offering a new system integration, ability to use your office 365 credentials for authentication while integrating Skype for Business with IMIconnect, and a few channel enhancements. Here is a quick summary of what’s new:

Integrations

• A new connector for Cisco Contact Center Enterprise (CCE) to provide customer support over digital messaging channels such as Apple Business Chat and WhatsApp using Cisco Enterprise Chat and Email (ECE)
• Skype for Business: Ability to use Office 365 credentials for authentication while integrating Skype for Business with IMIconnect

Channel Enhancements

• WeChat: Updated the media asset management process to reflect restrictions imposed by WeChat on overseas account.
• WhatsApp: Introduced an option to retry WhatsApp number registration on IMIconnect in case of OTP verification failure during the registration.

Cisco: Contact Centre Enterprise Connector

Enterprise Chat and Email (ECE) is an offering from Cisco Contact Centre Enterprise (CCE) suite that allows customer support teams to respond to user queries/tickets in real-time on Webchat and E-mail channels out-of-box. The IMIconnect ‘Cisco CCE’ connector allows businesses to quickly integrate Cisco Enterprise Chat and Email (ECE) with IMIconnect, and use ECE to provide customer support over digital messaging channels such as SMS, Apple Business Chat, and WhatsApp.

The connector is capable of detecting, maintaining and passing real-time agent and customer statuses, channel specific user details and messaging language. It also allows agents and customers to send and receive attachments. This enables businesses to provide real-time, contextual support over customers’ preferred communication channels while continuing to use Cisco ECE interface that agents are already trained on. To add, the connector allows businesses to leverage chatbots for handling routine customer inquiries (over digital messaging channels supported by IMIconnect) with seamless transfer to live agents who are using Cisco ECE, whenever human intervention is needed.

The integration can be easily configured through the integrations page on IMIconnect. Once completed, a rule can be defined to link the required channels with ECE and start receiving and responding to customer messages from Cisco ECE interface.

For further details, login to your IMIconnect account to access the help documentation.

Skype for Business: Authentication using Office 365 Credentials

The Skype for Business (SFB) integration on IMIconnect allows you to send and receive messages via SFB accounts registered with IMIconnect. With this release, we have added the option to use Office 365 credentials for user authentication while integrating Skype for Business with IMIconnect. This is in addition to the standard Fully Qualified Domain Name (FQDN) based authentication which we already support.

For further details, login to your IMIconnect account to access the help documentation.

Channel Enhancements

WeChat

We have discontinued the support for media asset management for overseas account based on recent policy changes by WeChat.

Change log

Added

• A new connector for Cisco Contact Center Enterprise (CCE). It allows businesses to use Cisco Enterprise Chat and Email (ECE) for providing customer support over digital messaging channels supported by IMIconnect
• Skype for Business: Ability to use Office 365 credentials for authentication while integrating Skype for Business with IMIconnect
• WhatsApp - Added a ‘Resend OTP’ option to retry WhatsApp asset registration in case of OTP verification failure
  ##Improved
• WeChat send message process to comply with recent policy restrictions on WeChat overseas accounts
• Response times on push notifications that were failing due to request timeouts earlier.

IMIconnect release v5.2.3
Integration enhancements