Context Service Overview

Document created by Cisco Documentation Team on Sep 7, 2016Last modified by Cisco Documentation Team on Sep 7, 2017
Version 8Show Document
  • View in full screen mode

Context Service stores customer interaction data in the cloud, enabling dynamic changes that allow businesses to be flexible in how they store and use data. Often information exists across multiple applications with an ineffectual way to bring it together. Context Service enables you to get a handle on disparate data and bridge the siloes, while creating a breadcrumb or a map of the data model. Breadcrumbs help your agents to follow a customer journey and provide relevant and immediate assistance, enhancing both the customer and the agent experience.

Context Service enables Cisco Contact Center customers to deliver a seamless omnichannel experience with out-of-the-box integration from Cisco Customer Collaboration products and APIs for third-party integration.



Key Functionality

  • Context Service provides a flexible data store for storing customer interaction data. Businesses can define what customer interaction data they want to store and how to store the data.

  • You can use Context Service with these Cisco Contact Center products:

    • Unified Contact Center Enterprise

    • Packaged Contact Center Enterprise

    • Unified Contact Center Express

    • Hosted Collaboration Solution - Contact Center

    You can use Context Center out-of-the-box and do not need to install any additional components. Also, with Context Service API you can integrate front end, back end, retail, or Internet of Things applications to capture a complete view of the customer journey.

  • Context Service is compatible with both on-premises and cloud Contact Center deployments. The service provides a complete solution, not just APIs.

  • The service is hosted and managed by Cisco, eliminating the need for businesses to deploy and manage additional servers.

  • The service is channel-agnostic, allowing it to store interaction data from multiple customer care channels such as voice (including IVR), chat, and email, and emerging channels such as the Internet of Things.

  • The service tags interaction data and correlates the data into a customer journey. Correlated data helps businesses to understand the history and context of their customer engagements.

  • The business owns its data, even though it is stored in the cloud, and the business owns and controls access to its sensitive data. Cisco partners cannot access the protected data unless the business permits it.

Business Benefits

  • The service provides history and context information for all interactions to customer service agents, allowing them to better understand the customer journey up to that point and provide better service.

  • The context and history provided by the service transforms traditional, isolated multichannel interactions from separate channels, including voice, chat, and email, into seamless omnichannel journeys that help businesses better understand and respond to the needs of their customers.

  • Out-of-the-box integration with Cisco Contact Center portfolio adds value to existing investment.

  • Open interface allows integration of new customer care channels and other business applications, Cisco, or third party, to capture a complete view of the customer journey.

Partner Benefits

The service offers APIs that enable Cisco partners to easily build value-add solutions such as analytics applications, using the interaction data stored in the cloud by the Context Service.

For more information about Context Service features and usage, see Context Service Help Central.

Status Updates

You can view service status for Context Service and subscribe for updates at https://status.ciscospark.com.




Attachments

    Outcomes