WEBTEXT Upgrades Cisco Contact Center with New Facebook Messaging Features & Chatbot Escalation
Voice deflection to Facebook Messenger- deflect voice calls to either Messenger or SMS; AI chatbot escalation - Escalate AI bot chats to live Cisco contact center agents via Messenger or SMS; Voice agents can send Messenger or SMS texts to callers, including, a secure url link, order number or Google map address to callers while still speaking; Messaging for Salesforce in a Cisco Contact Center via Bucher and Suter connector.
“Today over 75% of the public would rather text than call a contact center,” said AJ Cahill, WEBTEXT CEO. “WEBTEXT is committed to messaging innovation and is constantly seeking superior solutions to move voice traffic to messaging so the public, especially Millennials who don’t use voice, can communicate in their preferred channel.”
WEBTEXT is a Cisco Preferred Solution Partner and the leading messaging CPaaS for contact center and CRM. WEBTEXT award winning and patent protected solutions power Cisco dCloud and CIS contact center demonstration systems, and are integrated with approx. 80% of all contact center and CRM platforms on the market, including, UCCX, UCCE, PCCE, Finesse, SocialMiner and Enterprise Email & Chat (ECE). WEBTEXT has the industry’s largest product specific messaging API library that supports over 43 platforms with over 100 unique software integrations. WEBTEXT global network of gateways delivers feature-rich messaging and customers include government and Fortune 2000, as well as large and small enterprise.
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