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.
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!
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.
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.
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.