Live Chat Cisco Integration

Comm100 Live Chat can be integrated seamlessly with Cisco Unified Contact Center Enterprise (UCCE). After the integration, agents can handle both chat and phone requests. Managers can allocate these requests in a unified manner. Chat reports can be directly retrieved in the Cisco system for managers to evaluate agent performance in an all-round manner.

Unified Routing and Allocation

Whether you choose our advanced rule-based routing or the unified routing and allocation by the Cisco routing engine, you can rest assured that each of your support requests, be it chat or phone, will be assigned to the most appropriate agent based on your business requirements.

Live Chat Cisco Integration - Unified Routing and Allocation

Chat and Phone Support in Order

You can decide whether or not to have your agents handle chat and phone call simultaneously to best leverage their power. No matter what your choice is, all chat and phone requests will be assigned by predefined rules to ensure that your customer support is in good order.

Live Chat Cisco Integration - Chat and Phone Support in Order

Integrated Reporting

View all of your data in one place. With the integrated reporting, you can view the real time dashboard of chats, chat overview report, and agent performance reports, such as workload, efficiency, and rating reports, right in your Cisco system. This gives you an in-depth insight on the efficacy of your chat support channel, as well as on the performance of each agent.

Live Chat Cisco Integration - Integrated Reporting

Schedule a Free Consultation

Want to learn more about how this feature can meet your specific business needs? Schedule a 15-minute free consultation with us. One of our product specialists will call you back.