Continuous ringtone alert for WebRTC Desktop

Stay tuned for an exciting update!

When an inbound call from a customer arrives on the WebRTC Desktop, agents will continue hearing a ringtone until they take action by answering the call, or until the system automatically sets their status to 'Ring No Answer' (RONA) if the call goes unattended. Moreover, if the customer decides to disconnect before the call is answered, the ringtone will end.

This intuitive alert system is designed to ensure seamless communication and engagement with your customers.

Support for Webex Contact Center CRM Connector in ServiceNow's Washington Edition

You can seamlessly access the Webex Contact Center CRM connector in ServiceNow's Washington Edition for a smoother experience.

With the presence synchronization feature, your Webex Contact Center state automatically synchronizes with Microsoft Teams. Whether you're on a call, presenting content, or in 'Do not disturb' mode, your status is visible, reducing the chances of 'RONA' (Redirection on No Answer).

Consult or transfer voice calls to experts within your Microsoft Teams organization with Presence lookup

This feature is designed to enhance your call consultation and transfer process. You can access a comprehensive Desktop directory of experts within your Microsoft Teams organization. This directory includes crucial information such as presence, job title, department, and business phone, thereby allowing you to select the most suitable expert for each call with ease.

New Customer Journey Widget

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.

Elevate Your Customer Interactions with Apple Messages for Business (AMB) Integration

As an agent, prepare to transform your customer engagement with the integration of Webex Contact Center and Apple Messages for Business (AMB). This enhancement allows you to connect with customers directly within the Apple ecosystem, offering a more intuitive and interactive messaging experience. Utilize advanced features like list pickers, time pickers, forms, and quick replies to provide a seamless service that meets the modern customer's expectations.

Through the Webex Connect’s Flow Builder, your administrators can design and implement automated customer journeys tailored to your brand's unique requirements. When a conversation requires a personal touch, you'll be equipped to smoothly transition customers to live support, ensuring every interaction is handled with the utmost care and efficiency.

Embrace the power of AMB integration and be at the forefront of delivering exceptional customer experiences.

To explore the full capabilities of this channel and how it can benefit your brand, click here for more details.

To start with, Webex Contact Center will be supporting the required features prescribed by Apple for BOTS and Contact Center.

Enhance Your Customer Interactions with Google Business Messages Integration

Webex Contact Center is set to expand its communication capabilities through an upcoming integration with Google Business Messages (GBM), to provide you with a powerful new way to connect. This integration brings your brand's conversational experience to life within Google Maps on any mobile device, enriching customer interactions with the convenience and familiarity of their preferred platform. Click here to discover more about this development.

As an agent, you'll be able to handle inbound tasks effortlessly and respond to customer inquiries with rich formatted text, elevating the quality of your conversations. The automated journeys designed by your Administrators through Webex Connect’s Flow Builder will allow for smooth handovers to live support when necessary, enabling you to focus on providing personalized assistance without missing a beat.

Embrace the future of customer communication with the Google Business Messages integration and deliver a seamless, responsive service that customers will love.

Enhanced E911 Support with WebRTC

We're enhancing your Webex Contact Center experience and as a WebRTC user, you'll benefit from integrated E911 support, courtesy of the Redsky Emergency solution. This means that in the event of an emergency, your location information can be accurately relayed to first responders, ensuring rapid assistance when needed. This update is part of our commitment to providing you with a secure, flexible work environment.

Enhanced Collaboration in Webex Contact Center Multi-Party Calls

We are enhancing the behaviour of calls within Webex Contact Center to prolong the interaction until all parties have left, allowing all participant to complete their conversations, finishing any notes and agreeing appropriate actions. As an example, if a Patient calls to talk to a Doctor and a Nurse, and then drops after an initial consultation, the medical professionals will be able to complete their analysis before dropping themselves.

This will provide greater flexibility to our Customers in how they interact and relate to their Customers in turn.

What this means to you

• Maximize Collaboration: Remain connected with all call participants until discussions are complete, facilitating efficient note-taking and shared decision-making.
• Enhanced Patient Care (for healthcare agents): Ensure seamless communication with colleagues like doctors and nurses, allowing everyone to finalize assessments without the risk of premature disconnects.

Enhanced Conference Capabilities for Improved Collaboration

You can invite up to six participants to join your conference. You can consult with potential participants prior to adding them to the conference.