Cisco Unified Contact Center Express now supports Facebook Messenger! This comes at the perfect time as news reports that fewer people are engaging with brands on their public social media pages, and more on their private messaging channels.
The new connector for Facebook Messenger also supports post chat survey, which if you ask any customer experience professional, is vital.
Cisco achieves this integration by connecting Facebook Messenger as customer side channel with its CCX Web chat feature, meaning your agents will be using the same interface they are used to and no need for additional training.
Post Chat Rating Feature:
Customers at the end of the Facebook chat can rate the conversation from 0 (worst) to 5 (best) after the chat is ended.
Digital Channel Reporting:
The Cisco Unified Contact Center Express (UCCX) historical reports for the digital channels would now reflect the addition of the new communication channel. Hence, you will be getting the reports on your Facebook Messenger from the same interface that you know and love.
Type of chat contact. There are two types—One-to-One and Group Chat.
Source. There are three types of chat source – Bubble Chat, Fb Messenger, and Other.
Rating. The customer rating on the chat interaction
Check out this video below to see the Facebook Messenger in action
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Source: IST Blogs