Expertflow CX can be integrated with Cisco Contact Center Express and Enterprise for media blending. With Cisco CC integration:
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Agents login to CX AgentDesk using their Cisco agent credentials. Once the agent logsin, he is created on the Keycloak automatically as a user.
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CX AgentDesk is deployed as a Cisco Finesse gadget. All the activities are being stored on the AgentDesk as the interaction history.
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CX agents can see the interaction history of the customer who is on the call.
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Cisco Contact center calls including agent and IVR activities are stored in CX Activities.
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The agent state on Cisco Finesse is synced with the relevant MRD state on the CX AgentDesk.
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An embedded CTI Toolbar is available to CX agents for call controls such as hold/resume, transfer, conference, wrap-up, and end call.
Compatible Cisco Contact Center releases
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Cisco UCCE |
Cisco UCCX |
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Cisco Finesse |
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Cisco PCS |
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Hard phones |
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CIPC |
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Cisco Jabber |
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Cisco WebEx |
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Call capabilities |
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Transfer call |
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Consult call |
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Conference call |
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Transfer to external number |
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Wrap-up |
not pushed |
not pushed |