Omni Suite is an omni-channel solution that complements Cisco Unified Contact Center Express by allowing agents to interact with customers on WhatsApp, Facebook Messenger, Twitter, and Telegram directly from the native chat interface of Finesse.
Omni Bot is a highly versatile service that replicates the responsiveness and actions of a human agent, significantly enhancing the user experience.
To achieve this efficiency in communication, it leverages advanced tools like Google's Dialogflow, enabling it to understand natural language and provide coherent and helpful responses to people's questions and requests.
Furthermore, Omni Bot operates through various communication channels, including WhatsApp, Facebook Messenger, and others, ensuring that users can interact with it through their preferred platforms, increasing its accessibility in different communication contexts.
Omni Connector is our cloud-based service designed to integrate various chat channels with Cisco's contact center solutions.
This versatile connector serves as a bridge between these different communication channels and Cisco's Contact Center platforms.
Depending on the specific Cisco solution in place, whether it's the Customer Collaboration Platform (CCP) for UCCX (Unified Contact Center Express) or Cisco ECE (Enterprise Chat & Email) for UCCE (Unified Contact Center Enterprise), Omni Connector ensures a smooth and integrated flow of communication. By facilitating this connection, Omni Connector enables organizations to deliver efficient and unified customer service experiences across different channels within the Cisco Contact Center ecosystem.
Omni context is a specialized software designed for contact centers.
Its primary function is to improve customer service interactions by providing comprehensive context to agents. This means that the complete conversation history between the chatbot and the customer is transmitted to the agent.
By equipping agents with this valuable contextual information, Omni context empowers them to better understand the customer's needs and preferences, resulting in more effective and personalized assistance.
This approach to customer support not only improves the overall customer experience but also enables agents to resolve issues more efficiently, making Omni context a valuable tool in modern contact center operations.
