“Contatta”, Ellysse’s contact center platform, now also integrates Cisco Webex Teams to improve the customer experience. In this way the management of the multi-channel already integrated in the platform (Whatsapp, Facebook Messenger, Telegram, Alexa, website etc …) is further extended to those customers who adopt Cisco technologies for collaboration.
Call center agents can continue to work on their web interface, alternating between answering phone calls and instant messaging systems such as, in this case, also Cisco Webex Teams. The integration also allows you to manage any interactions with automatic systems such as Chatbot with or without semantic support.
Call center operators can have visibility of the status of other users logged in, send and receive messages in chat and view recent conversations. A unified experience that allows teams to maximize productivity without technological obstacles.
Here is the video tutorial: