Webphone for Cisco UCCX, UCCE & PCCE
This solution enables agents to securely log in to a Cisco contact center and receive phone calls directly from a web browser, without needing a VPN or any installable software.
This embedded webphone provides full functionality, including agent state and media controls – powered by the Finesse server as well as EFCX chat. Expertflow can be directly embedded into CRMs like MS Dynamics and ServiceNow, etc.
From a Cisco perspective, these agents are configured as “Cisco Mobile Agents,” as documented in the Cisco Features Guide for version 12.6.
Customer Information Screen-pop
Any customer information such as ANI, DNIS, and ECC variables can be used to pop up a customer profile.
1. Screen pop with incoming call.
2. Show multiple customers mapping a callerID or variable set from ICM.
3. Show customer details information if callerID or variable.
WebRTC / Webphone for customer calls
Embed the CX Customer Widget directly into your website or mobile app, allowing customers to initiate voice/video calls using WebRTC or chat sessions without downloading any software.