What's new for agents in Webex Contact Center

PII Masking Capabilities for Improved Security and Privacy in Customer Communications

Prepare for a new standard in customer privacy with the forthcoming Personal Identifiable Information (PII) masking feature. Your focus on delivering exceptional service will be supported by advanced safeguards, ensuring that sensitive customer details remain protected, allowing you to engage with confidence and peace of mind.

Retain email addresses in the To field

Agents can now add multiple email addresses in the To field when replying to all in a conversation. Additionally, agents can remove any email address from the list except the primary one.

Consult, conference or transfer voice calls to experts within your Webex organization with Presence lookup

Get help from the right expert, fast. With Presence lookup, you'll be able to easily consult, conference, or transfer voice calls to experts within your Webex organization. Search our directory by name and see their real-time availability to find the perfect person to assist you. It's an easy way to get the help you need within your organization.

Enhanced Collaboration in Webex Contact Center Multi-Party Calls

We are introducing improvements to the conference call functionality within the contact center. These changes will enable ongoing discussions among multiple parties, even after the customer or agent has disconnected from the call.

Current behavior:

With the existing version of Webex Contact Center:

• During a conference call, the interaction is limited to the presence of the customer.

• In a three-party conference, agents have the option to 'Transfer' the call, allowing them to leave the call while passing it to the remaining participant.

• You can add one other participant and can transfer the call to that participant only.

New experience:

• The conference call capability is expanded to allow up to six additional participants, enhancing collaborative efforts to address customer needs.

• You can consult with these potential participants before bringing them into the conference call.

• For instance, if a customer places a call into the contact center and the agent handling the call needs to bring in two experts to assist the customer, the agent can bring them into the call one at a time, resulting in a conference with four participants. If the agent would like to leave the customer with the two experts and leave the call, they may do so to take the next call or if the patient drops off, the agent and experts can continue collaborating for any post-call wrap up discussion before ending the conference.

  For instance, if a patient initiates a call to speak with a doctor and a nurse, as an agent, you can now include up to six more parties to assist. Should the patient leave the call post-initial consultation, the medical team can continue their discussion to complete their analysis.

• This enhancement offers customers increased flexibility in managing their interactions.

• The 'Transfer' option in a three-party conference is renamed as 'Exit.' You can leave the call by clicking 'Exit,' and the next participant automatically assumes control.

• You can end the conference entirely, a function previously unavailable, allowing you to conclude the interaction and proceed to wrap-up tasks.

• If the customer exits the call, the call automatically enters a wrap-up phase, with all remaining participants still connected, enabling them to finish their discussion.

Entry Point Transfer and Conference enhancement

Webex Contact Center will soon introduce an enhancement to the call transfer and conference features. Currently, when an agent transfers a call to an entry point, they must wait until another agent is connected to the call. This means they cannot release the call while it is in an IVR or queue state.

With the new functionality, this limitation will be removed. Agents can release the call to the IVR or queue, eliminating the need to wait for another agent to be connected. This enhancement streamlines the call handling process and improve efficiency.

Additionally, this feature enhances conference operations and includes support for a flow that performs a blind transfer when directing a call to a different entry point.

New Customer Journey Widget (version 10)

Get set for a game-changing tool coming your way—the Customer Journey Widget. Think of it as your personal guide to each customer's narrative. With this handy widget, there's no more jumping through hoops to trace a customer's path. You'll have a full, real-time view of their interactions, from the initial contact to their most recent engagement. Ready yourself to offer service that's not just quick, but incredibly personalized, because you'll have all the context you need, right when you need it.

If you're interested in understanding the widget from an agent's perspective, you can find comprehensive documentation here.

How to use? Click here for the vidcast.

Synchronization of Webex Calling state with Webex Contact Center state

We're developing a feature that will synchronize your status between Webex Calling and Webex Contact Center. As an agent, this means you won't have to manually manage your status on both applications anymore. If you're occupied with non-contact center activities, your status will automatically be set as unavailable, reducing the likelihood of 'RONA' (Redirection on No Answer). This will improve your working experience and the overall routing efficiency.

Extraction of SIP Headers

We are working on a feature that will allow calls routed through the Webex Contact Center to carry custom headers with key information from PSTN or other telephony services. These custom header fields, extractable from these messages, may be displayed for your reference. This feature will be particularly beneficial when linking WxCC to external and On-Prem systems, providing you with more comprehensive data and enhancing the efficiency of your workflow.

Agent initiated outbound SMS and Email support

We're excited to announce that agents will soon be able to initiate an outbound SMS or Email Task from the Webex Contact Center Agent Desktop. Agents can initiate an outbound task regardless of their current status, whether on a voice call, engaged in a digital interaction, or idle with no tasks assigned. This new capability will allow agents to send updates to customers or external partners outside of the regular interactions on demand, and it will be available to all agents with access to digital channels powered by Webex Connect. However, the ability to start these outbound tasks will depend on the thresholds configured in the multi-media profile policy mapped to the agent.