WhatsApp Integration with Cisco Finesse Contact Centers

Cisco WhatsApp Integration with rich media message support for both consumer and agent use. Cisco with WhatsApp offers real time proactive customer engagement from within the Finesse interface.

14+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Powering 2-way real time conversations

Cisco WhatsApp integration empowers agents to interact with customers in real time. Proactively assist customers with updates and delivery tracking, flight schedule and more even before they ask you. Instant chat will drive higher customer satisfaction scores and improve overall customer experience metrics. This unlocks new opportunities for your contact center as well as revenue potential for your business by managing each conversation to its end-state.

Enable near real-time interactions across Sales, Service, and Support teams
Engage users in a conversation without waiting for them to call you or schedule an appointment.
Provide customers with a self-service option
Capture accurate information by keeping your user engaged in their issue until resolved

Personalized engagement

Engage with customers with Finesse’s embedded interface for agents to deliver a personalized experience instead of struggling over a new interface. With a single interface, customers will get direct answers to their questions, while agents won’t need to refer to another platform. The process is faster and easier for everyone involved. An additional application is no longer needed to add SMS to your contact center infrastructure – you can simply start using WhatsApp.

Unleashing Conversational Commerce

Start leading conversations from anywhere on to WhatsApp without losing conversation context right from your Cisco Finesse desktop. Share rich-media and encrypted messages with customers throughout their journey. Customers can continue wherever they left off – no need to download another app or jump through hoops to finish a task. They can keep in touch with you by sending images, videos, documents, and even secure payment information.

Provide product and service information to users in a faster, easier and more efficient way.
Increase sales by serving customers at their point of need
Meet customers’ expectations by creating personalized interactions
Improve brand awareness and customer loyalty

Seamless Cisco Integration

Enables agents to reach out to customers via text messages and chats. Streamline customer engagement by enabling a unified channel that provides real-time communication across devices in addition to voice calls. This will provide excellent self-service capabilities and reduce operating costs as well as improve customer satisfaction scores.

One interface for voice and digital channels – All channels and voice handled from a unified interface
Blended within Cisco Finesse – Interface embedded within Finesse for quicker on-boarding
Auto-sync agent profiles from Cisco – Handle large team by syncing agent’s profile & state
Fast and easy installation – Single box setup that requires one serve and one system
Consistent – Seamless 3rd party integration to avoid screen switch or lose call context

Pre-Built Gadgets

Agent Performance Dashboard Gadget

Ticketing Gadget

Customer Management Gadget

Knowledge Base Gadget

Agent to Agent/Supervisor Chat & Broadcast Gadget

Agent Personal Phonebook Gadget

Agent Scripting Gadget

Call Disposition Gadget

Seamless Integration with

Dedicated Customer Success Manager

24/7 Support &
Training

Self Help YouTube Channel

Trusted By

Ready to uplevel your customer experience and convert more leads?

Schedule a demo today to learn how you can close more sales, retain more customers and get more referrals

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Products

Capabilities

WhatsApp Integration with Cisco Finesse Contact Centers

14+

300+

98.7%

Powering 2-way real time conversations