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Jan 20, 2018 | view(s) | people thought this was helpful

Context Service Overview

Context Service Overview

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. Context Service API integrates the front end, back end, retail, and Internet of Things applications to capture the complete customer journey.

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

  • Cisco hosts and manages the service, eliminating the need for businesses to deploy and manage servers.

  • The service is channel-agnostic, allowing it to store interaction data from multiple customer care channels including:

    • Voice (including IVR)

    • Chat and email

    • 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, although 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 customer interactions to customer service agents. These contextual breadcrumbs allow agents to better understand the customer journey and provide better service.

  • The service provides context and history that transforms traditional, isolated multichannel interactions from separate channels, into seamless omnichannel journeys. Contextual customer journeys help businesses better understand and respond to the needs of their customers.

  • Out-of-the-box integration with the 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

Context Service offers APIs that enable Cisco partners to easily build value-add solutions using the interaction data stored in the cloud. For example, partners can build analytics applications using context data stored in the cloud.

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

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