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Cisco UCCX and UCCE users can now manage digital channels alongside voice in Cisco Finesse
Vancouver, B.C., March 11, 2021 – Comm100, a global provider of omnichannel customer engagement solutions that connect brands with their customers, today announced an integration with Cisco Unified Contact Center Express (UCCX) and Cisco Unified Contact Center Enterprise (UCCE). Embedded directly into Cisco Finesse, Cisco’s agent and supervisor desktop, Comm100 provides robust, unified customer communications across every digital channel and automation that makes it possible to deliver great experiences at scale.
According to the State of Contact Center Technology, “as contact centers explore new technology, they are mindful of their top objectives for the next few years: reducing customer effort, achieving consistency across all touch points, proactively resolving customer needs, collecting great customer insights and increasing self-service usage.” As customers increasingly expect service on a growing number of channels – including live chat, social media, email, messaging and self-serve chatbots and knowledge bases – it is crucial that contact centers meet them where they are. However, offering customer support on a variety of channels can drive high query volumes, leading to increased strain on contact center resources.
With this new integration, Comm100 can transform a Cisco contact center into a complete omnichannel customer engagement platform, providing agents with:
Comm100 can be embedded directly into Cisco Finesse to integrate with Cisco UCCE or UCCX. Once an agent logs in to the Cisco Finesse agent desktop, they have full access to the Comm100 agent console, making it easy for them to service their customers on all channels using a single tool. In addition, they have the option to link agent states in Comm100 and Cisco so an agent cannot be engaged in a phone call and live chat at the same time.
“The integration between Comm100 and Cisco is a considerable step towards helping call centers, especially in the telephony field, engage with their customers where they expect them to,” said Jeff Epstein, VP Marketing and Strategy at Comm100. “Coupling unified communication solutions with seamless integration for agents provides call centers with the digital transformation needed to be the best resource for their customers.”
For more information about Comm100’s Cisco integration, visit us at: www.comm100.com/platform/livechat-integrations/cisco/
Comm100 is a global provider of digital omnichannel customer engagement software for education, government and commercial organizations of all sizes. With Comm100, organizations can provide excellent digital customer experiences through configurable, value-driven live chat, secure messaging, AI powered bots and automation within one integrated console. Comm100 is powered by zero downtime, the highest standards in security, and AI automation, ensuring customers get answers anytime, anywhere. To learn more about Comm100, visit: www.comm100.com
Content Manager, Comm100