Zoho Webex Contact Center CTI Integration
Embed Webex contact center features within the Zoho interface, available for Cisco UCCX, PCCE, UCCE, Genesys, and Expertflow CC
Documentation
Enable your contact center agents to handle calls and chat sessions directly from within Zoho
and you don't need to toggle screens
What makes us different
Real-time AI agent assistance with recommended actions, knowledge base links, transcription, translation, and automated/manual wrap-up codes.
Embedded WebRTC webphone:
Agents don't need to install any soft phone or have a hard phone. Any agent that has access to your CRM has a web (* for Cisco, requires Mobile agent for CCE or E&C for CCX)
Unified interaction history across all communication channels (voice, video, Whatsapp, SMS, Facebook Messenger, Viber, Telegram)
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 Zoho CRM, automatically sync their status with Webex CC, and toggle between "Ready" to take calls or "Not Ready" for a break.
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
3-Call Control:
Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions,
Accept an incoming call
Hold/Resume/End call
Consultative or blind call transfer to extensions
Conference call
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 Zoho CRM updates automatically to match the active conversation for efficient workflow management.
5-Expert Transfer & Embedded WebPhone:
An agent can consult and transfer calls to non-call center subject matter experts (SMEs) on Microsoft Teams when assistance is needed, ensuring smooth handovers and effective collaboration.
6-Conversation Activity & Wrap-up states:
Webex CC agents can add wrap-up notes during or after a conversation, summarizing its purpose and providing valuable business insights. At the end of each interaction (excluding consulting calls), a conversation activity is created, capturing key details such as task owner, time, subject, duration, contact/account, conversation direction, status, agent, and priority.
