Suite Webex Contact Center Integration

Embed contact center features within the Suite interface, available for Cisco UCCX, PCCE, UCCE, WxCC, Genesys, and Expertflow CC

Enable your contact center agents to handle calls and chat sessions directly from within Suite CRM, and you don’t need to toggle screens

What makes us different

Agent Assistance

Real-time AI assistance with recommended actions, knowledge base links, transcription, translation, and automated/manual wrap-up codes.

Embedded WebRTC webphone

Agents connect via browser-based WebRTC phone without requiring hardware or installed softphones. (Cisco requires Mobile Agent for UCCE or PCCE for UCCX deployments.)

Digital channels

Conference and handover/ call transfer to non-call center SMEs (Subject matter experts) on Microsoft Teams

Expert Transfer to MS Teams

Conference and handover/ call transfer to non-call center SME’s (Subject matter expert) on Microsoft Teams

1-Start Conversation | Account Popup & Agent States

When a conversation starts, the customer account pops up, enabling agents to manage interactions across channels from their desktop. Agents can log in to Suite CRM, automatically sync their status with EFCX, and toggle between “Ready” to take calls or “Not Ready” for a break.

2-AI Agent Assistance

An agent can receive real-time contextual AI Agent assistance during a call, including recommended actions and responses, links to relevant knowledge base articles, as well as live transcription and translation support

Call Controls

Embedded CTI toolbar adapts to live call states—allowing agents to accept, hold, resume, end calls, transfer, and conference—all within Suite CRM with Webex contact center integration

4-Multi-Channels & Chat switching

An agent can handle multiple conversations across various channels (voice, video, WhatsApp, SMS, Facebook Messenger, Viber, Telegram) with a unified interaction history, including recordings and transcriptions. The Suite CRM updates automatically to match the active conversation for efficient workflow management.

5-Expert Transfer & Embedded WebPhone

Agents consult or transfer calls to non-contact center experts on MS Teams, facilitating smooth handoffs and expert collaboration directly within Suite Webex contact center integration

6-Conversation Activity & Wrap-up states

Webex agents log wrap-up notes, call summaries, and business insights directly into Suite CRM, with activity records capturing key call metadata for analysis and reporting

Suite Webex Contact Center Integration