SMS messaging for Cisco Contact CentersCisco Unified Contact Center Express (UCCX), Enterprise (UCCE, PCCE)

Reach out to your customers and get their concerns addressed via SMS with SMS-enabled contact centers.

Outbound SMS Gadget

With the Finesse gadget, Cisco Unified Contact Center (UCC) agents can send SMS messages during an inbound call or at the end of the call. This helps in sharing information such as an appointment, or in the case of directory assistance, an SMS with the targeted person’s contact details. Agents may also choose to send an SMS from a predefined list of SMS templates, for the frequently asked questions.

SMS for UCCX

Inbound SMS requests from customers are received by SMS Solution and routed to CCX chat agents in the form of chat messages. The chat agents use the CCX Chat gadget to respond to the SMS request. The outbound chat message from the agent is converted into an SMS and sent to the customer by the SMS Solution.

SMS for UCCE

Each new inbound SMS received on a shortcode is stored in the SMS database and forwarded to the Email engine (EIM/ECE) in the form of an email. The outbound email from the agent then travels in the reverse direction and is delivered to the customer's phone in the form of an SMS.

Out-of-the-box SMS reports allow you to keep track of the inbound messages received from customers and the response(s) provided by agents to address the query.

SMS with Bot Frameworks

Our SMS Solution can work together with our Bot Framework, providing automated answers and back-office integrations to SMS queries. SMS is then treated as a chat channel like any other (Facebook Messenger, Linkedin Chat, Webchat,...), and you can integrate with your back-office systems

Connect to your Mobile Operator

Our SMS Solution is capable of integration with any carrier or SMS service provider in use. The recommended interface for SMS communication is SMPP, which you can request to from your local mobile operator (usually a bulk SMS Enterprise Offering). Alternatively, your mobile operator might provide a URL-based interface for sending messages.
Our SMS Solution has the ability to connect to multiple SMPP gateways or carriers and optionally handle an automatic failover between them if the primary gateway/carrier fails to respond.

Integration APIs

The SMS Solution also exposes SOAP-based Webservices for external systems to connect to SMS Server and send SMS-based notifications to a customer.

Compatibility with specific versions of Cisco Contact Center Express (for SMS Integration with UCCX) and Enterprise (for SMS integration with UCCE)

Cisco Unified Contact Center Enterprise (UCCE, PCCE)

versions 10.0 and higher

Cisco Unified Contact Center Express (UCCX)

versions 10.6 and higher (Premium license)

Note: SMS Solution can co-reside with any of the existing modules of ExpertFlow.

Hardware Requirements

See Hardware sizing sheet for hardware requirements based on your deal size.

Software Requirements

Operating System Windows Server 2012 Standard Edition R2
Browser Chrome (the latest)
  • One or multiple SMPP Account(s): To establish an SMPP account with the SMS Solution

  • At least two IMAP/SMTP Accounts: To integrate with ECE or EIM for SMS2Email integration

  • Integrated SocialMiner with UCCX: For SMS integration with UCCX using CCX Chat gadget

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