2024 年 6 月 25 日

新規カスタマー ジャーニー ウィジェット (バージョン 10)

カスタマー ジャーニー ウィジェットで、革新的なツールを導入します。 各顧客のナラティブへの個人的なガイドと考えてください。 この便利なウィジェットがあれば、顧客のパスをトレースするために面倒な作業をする必要はもうありません。 最初の連絡から最新のエンゲージメントまで、対話の完全なリアルタイム ビューを得ることができます。 必要なときに必要なコンテキストをすべて入手できるため、迅速であるだけでなく、信じられないほどパーソナライズされたサービスを提供する準備ができています。

エージェントの観点からウィジェットを理解することに興味がある場合は、包括的なドキュメントをご覧ください。 ここに。

使用方法 クリック ここに をご覧ください。

2024 年 6 月 5 日

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.

For more information, see Set up digital channels in Webex Contact Center and Supported attachment types for digital channels in Webex Contact Center.

May 16, 2024

Enhanced E911 Support with WebRTC

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.

For more information, see Provision Emergency Calling in Webex Contact Center for Agents.

May 10, 2024

Synchronize agents' state between Webex Contact Center and Microsoft Teams

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). For more information, see Understand agent states.

May 10, 2024

Ongoing Accessibility Upgrades for Agent Desktop

Our focus has been on enhancing the user experience for all agents, facilitating smooth navigation and interaction. We're refining screen reader behavior, optimizing tabbing order, and enhancing the color contrast of elements. These continuous improvements ensure that agents of all abilities can seamlessly engage with the platform, enabling them to deliver exceptional customer service experiences.

May 6, 2024

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.

March 29, 2024

Webex Contact Center AI Beta: Agent Burnout Management and Auto CSAT

We are excited to announce the Agent Burnout Management and Auto CSAT beta features. These features are designed to enhance agent wellness and productivity

Agent Burnout Detection feature leverages end-to-end data in the Webex Contact Centre platform to detect the agent's stress levels in real-time. We have partnered with Thrive Global to play a ‘Reset’ break to agents when they are experiencing high-stress levels detected by the Cisco Agent Burnout Detection AI model.

Auto CSAT predicts post-interaction CSAT for all customers, empowering contact centers to leverage every interaction for insights and decision-making, ultimately maximizing customer satisfaction and agent performance.

You need to sign up on the Webex Beta Portal and fill in the participation survey to express your interest in these beta features.

March 13, 2024

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

Agents who need to consult or transfer a voice call will have access to a Desktop directory of experts from their Microsoft Teams organization. This directory lists experts with information such as presence, job title, department, and business phone, ensuring that agents can search and choose the right expert for the call.

February 26, 2024

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

You can now seamlessly leverage the capabilities of the Webex Contact Center connector for ServiceNow in Vancouver Edition. This means you can access and manage customer interactions more efficiently, right from your ServiceNow CRM connector. Say goodbye to unnecessary context-switching and hello to a smoother, more streamlined workflow.

For more information, see Integrate Webex Contact Center with ServiceNow.

February 22, 2024

Barging in on a call

With the new Barge-In feature, your supervisor can hop into your ongoing call, turning it into a three-way communication. This will help you solve customer queries more effectively and learn on the job.

For more information, see Monitoring agents on a call.