Overview
Brief overview of Webex Connect and Webex Contact Center integration for enabling customer support over digital messaging channels.
Webex Connect and Cisco Webex Contact Center integration allows Cisco Webex Contact Center customers to leverage Webex Connect's customer interaction automation capabilities for enabling customer self-service and support across digital messaging channels.
Webex Connect brings in the ability to receive customer inquiries from a range of digital messaging channels (Facebook Messenger, SMS, Live Chat, Email and WhatsApp) and facilitate automated handling of these inquiries by leveraging AI-powered bots with contextual and seamless escalation to a live chat agent on Cisco Webex Contact Center when manual intervention is needed.
Webex Connect's visual flow builder plays a key role in this solution by enabling clients to configure frictionless customer engagement and self-service experiences by leveraging various rich messaging capabilities (such as carousels, templates, etc. on Facebook Messenger) while seamlessly integrating with backend systems and applications to automate the handling of customer requests.
Here's a quick list of various nodes and events offered by Webex Connect visual flow builder for programmatic handling of incoming customer inquiries with seamless escalation to Cisco Webex Contact Center customer service agents when needed.
| Topic | Description |
|---|---|
| Channel Asset Configuration | Understanding how you can associate your Asset page with Webex Connect, or get an SMS number and use them to provide customer service over these channels. |
| Webex CC Task Integration Nodes and Node Authorizations | Contains information about various WxCC Task nodes that you can use for configuring a flow for Cisco Webex Contact Center & Webex Connect Integration (WxCC) across digital channels. |
| Webex Engage Nodes, Data Streams, and Node Authorizations | Contains information about various Webex Engage nodes that you can use for configuring a flow for Cisco Webex Contact Center & Webex Connect Integration (WxCC) across digital channels. |
| Webex Surveys | Contains information about how to configure a survey. |
| Flow Configuration using Sample Templates | Contains the information about to configure a flow using sample templates. |
| Best Practices and Guidelines | Contains a set of guidelines and efficient ways to integrate Webex Connect and Cisco Contact Centre Enterprise. |
| FAQs | Contains a series of steps that allows a user to find the root cause and resolve the issue. |
Updated 6 months ago