Interaction History
Finesse Gadget on Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)
Interactions tie together all activities for a particular customer call. These include:
IVR menus that the customer selects
Notes entered by the agent at the end of/during the interaction.
Website URLs that the customer has previously visited (if integrated with an appropriate CMS plugin and online marketing tool)
Chat metadata (of Expertflow chat).
Survey responses of Expertflow Surveys
Chat/Email/ SMS transcript
Agent Interaction Data – AgentID, Queue, Call Duration, Recording Link, Call Disposition
Outbound Campaign Response
Link to the form filled by the agent (Expertflow Agent Guidance Scripts)
The Interaction history module of CIM is premise-based and can be syncronized with Cisco Context Services or your CRM to have an update of the customer and interaction records
Customer Interaction Management
Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions