What's new for agents in Webex Contact Center

Support of Webex Local Gateway PSTN for WebRTC agent calls

With the upcoming support of WebRTC for the Agent Desktop, agents will be able to receive and initiate calls via PSTN supplied through a Webex local gateway. This feature is in the pipeline to further enhance your communication capabilities and flexibility.

Support for Webex Calling WebRTC endpoints for Webex Contact Center agents

This upgrade will empower you to log in using a Webex Calling WebRTC endpoint, enabling you to receive, make, and control calls just like you would at a physical workstation. With the power of WebRTC technology, you can handle all communications directly from your web browser. No additional plugins or downloads needed. Stay tuned for this game-changing feature that will streamline your workflows and optimize your call handling capabilities.

Enhanced Clarity with Background Noise Removal for Contact Center Agents

Webex Contact Center introduces an advanced feature that removes background noise during customer conversations. This feature leverages sophisticated deep learning and audio processing to remove any unwanted noise from your calls, allowing you to concentrate on providing exceptional service with ease. You won't have to worry about the sound of traffic, construction, or any other distractions—just pure, clear communication.

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.

Enhancing historical email contexts

Webex Contact Center will soon introduce an enhancement to the contextual history for handling email tasks. As an agent, when you attempt to reply to or forward an email conversation, the composer will load the quoted reply and enable you to edit the conversation thread, similar to any standard email client. Based on the action performed, each reply or forward will be prefaced with a message-level subject prefix such as RE: or FW:.

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.

Agent Personal Greeting

Cisco is pleased to introduce a new Agent Personal Greeting capability to Webex Contact Center. This feature allows an agent's personally recorded greeting to be played automatically when they are connected to a customer call.

Flow Designer has been enhanced with a new activity that allows personal greetings to be included in both inbound and outbound flows. This activity enables the designer to dynamically select the agent greeting based on variables passed to the announcement activity.

Initially, agent greetings will be loaded via a new Control Hub capability. Additionally, Cisco is working on a feature that will allow greetings to be recorded via an 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.

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.