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.
- Use SMS as a channel for your customer satisfaction/feedback surveys
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 EF Chat Solution OR alternatively, by CCX/SocialMiner Chat and routed to chat agents in the form of chat messages.
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.
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.
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.
The SMS Solution also exposes SOAP-based Webservices for external systems to connect to SMS Server and send SMS-based notifications to a customer.
|Server Cores||4 Cores|
|Hard Disk||120 GB|
|Operating System||Windows Server 2012 Standard Edition R2|
|Browser||Chrome (the latest)|
NOTE: The stated requirements are subjected to change depending upon the feature you want to turn on. Please consult your Expertflow Account Manager for an updated list of solution prerequisites.
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)|
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