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

Reach out to your mobile customers by adding an SMS channel to your Cisco Contact Center in several different ways:

  • Route SMS messages to contact center agents as a chat or as an escalation after an automated chatbot SMS dialogue, by integrating with Expertflow's chat framework.
  • Agents can send information to customers calling from their mobile phone by using the SMS Finesse gadget.
  • Broadcast messages to a group of customers or  send SMS as part of a marketing campaign that include voice calls and SMS.
  • Enable SMS as a channel for any of your IT applications, such as your IVR (CVP, IP-IVR), or for automated notifications for example from a ticketing tool.

Outbound SMS Finesse Gadget

With Finesse SMS gadget, Cisco Unified Contact Center (UCC) agents can send SMS messages during an inbound call or at the end of the conversation to share information such as an appointment, or in the case of directory assistance, an SMS with the targeted person’s contact details, some useful informative web links.

Agents may also choose to send an SMS from a predefined list of SMS templates, for the frequently asked questions.

SMS-enabled callcenter agents

Inbound SMS requests from customers are received by the SMS Solution and routed to chat agents in the form of chat messages.

Agents use the Chat gadget to respond to the SMS request either in Finesse or embedded in your CRM (Microsoft Dynamics, Siebel, Oracle Service Cloud, SAP).

The outbound chat message from the agent is converted into an SMS and sent to the customer by the SMS Solution. All SMS interactions are attached to the Customer Interaction History if CIM is available. 

SMS for UCCE

This integration with ECE or EIM, allows your contact center email agents to respond to an inbound SMS request via email in parallel to answering customer emails. 

This assumes that each inbound SMS received on a shortcode is stored in the SMS Server 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 server can works seamlessly 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,...).

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.

Our SMS Server 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.

In case your mobile operator doesn't provide such an interface, we can integrate with messaging aggregators such as Infobip

SMS Campaigns

Execute business campaigns over SMS to keep in touch with your customers and get them informed about new service launches. Pause an active campaign or add a schedule to automatically stop a running campaign. View overall summary statistics of the campaign on the same administration portal.

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.

Hardware Requirements

Server Cores4 Cores
RAM6 GB
Hard Disk120 GB

Software Requirements

Operating SystemWindows Server 2012 Standard Edition R2
BrowserChrome (the latest)

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)

versions10.0 and higher

Cisco Unified Contact Center Express (UCCX)

versions10.6 and higher (Premium license)

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