Facebook Enabled Contact Center

I spend a lot of time demonstrating Cisco Contact Center products to customers. Our Contact Center Express product has native support for voice, chat, and email queuing. Customers often ask about routing other media types to such as SMS, Facebook Messenger,  and other popular messaging platforms.  I decided to see if I could build a connector that routes Facebook Messenger messages into UCCX as web chat.

After spending some time understanding how the web chat widget initiated, maintained, and ended sessions, I started building my connector. The result is a simple web application written in JavaScript. This application could easily be modified to handle other consumer messaging platforms.

Here is a quick demo of the connector.

If you are interested in setting this up. I posted all of the code on GitHub. As with any of the code that I post, it is not officially supported by Cisco TAC. I am happy to help on a best effort basis, but I do have a day job!

I look forward to seeing how partners and customers use this connector to enhance customer service!

– Brad

Finesse SMS Gadgets!

I finally built some gadgets for Cisco Finesse! This gadget enables call center agents to send customers SMS messages from the Finesse interface. Think of all the times you call into a call center and need to write something down, tracking numbers, appointment date/time, confirmation number, ticket number, etc. With this gadget the agent can simply send this info via SMS while you are on the phone.  Here are some screen shots of the gadget in action:

This is the default agent gadget. Notice the number and message history are all blank.

default state

When a call is delivered to the agent, the mobile number is populated and any previous message history is loaded. Message templates can also be used to send canned messages.

Active SMS

Supervisors always need to monitor their agents interaction. The supervisor gadget allows them to see all the messages sent by agents in their teams. They can be filtered by team, agent id, phone number,  and by search for words in the message body.

Supervisor SMS View

The gadget was built using the Finesse API, Cisco’s Tropo SMS service, and Parse for storing interaction history in the cloud!

Once I have the code cleaned up and documented, I will be posting it on github for anyone to download and use. 

The gadget and installation instructions are  now on github. Let me know what you think.

– Brad