Cisco is shutting down its video and co-browsing app for contact centers

Hire Slow, Fire Fast 🙂

I am personally a fan of Trollope – he literally reinvented Cisco Collaboration business burying failed projects merciless and strengthening the cloud strategy. But I guess we can assume Amy Chang is also a very bold female who continues Trollope’s initiatives.

I was recently contacted by a Cisco guy asking about our video and co-browsing for UCCX and I wondered why not use Cisco Remote Mobile Expert and guess what? They shutting it down!

Cisco Remote Mobile Expert was first introduced in 2015. I believe it was built by a tiny collaboration team Assemblage acquired by Cisco in 2014. It was quite a high-tech solution (WebRTC, HTML5, co-browsing and all that stuff) integrated into Cisco Finesse desktop.

And still Chang stopped it – https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/remote-expert-mobile/eos-eol-notice-c51-741854.html

The migration option is quite controversial – existing REM customers should consider migrating to Cisco Customer Journey Platform (former BroadSoft Customer Journey Platform) but I failed to find WebRTC and co-browsing features in its datasheets.

Why?

IMHO, Cisco is good in platforms, but not always in applications. They build (or acquire) one of the best communication platforms on the market AND they support the ecosystem of solution partners which use their developer tools to build various apps on top. Examples:

REM is an app. Without any API and customization capabilities offered. But there are way too much various business cases for a web-collaboration with customer. Therefore the software should provide tons of tiny features covering the needs of all customers. Not a platform approach.

9/4/2019

Cisco UCCX post call survey – simple and free

Ok, so you need to enable post call surveys on your Cisco UCCX. There are several approaches depending on the software you currently use and your requirements to surveys.

FIRST, you need to enable an automatic call transfer to the survey app.

Hopefully you’re using Cisco UCCX 11 and higher with Cisco Finesse and in that case you can confugure the Post Call Treatment native feature of UCCX.

When enabled, it redirects the client to the pre-configured DN after the agent hangs up.

IMPORTANT: the agent must use the Finesse End button rather than his IP phone.

More info on UCCX post call treatment – https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html

In case you are still using CAD you can add a button using CDA that performs the Blind Transfer action to the required DN.

SECOND, you need to have a survey app in place.

You need some app to receive the transferred call and interview the customer. And here you have several options depending on your requirements.

If your goal is just to allow your clients rate your agents by pressing a digit on the phone (DTMF), you may use Aurus PhoneUP Call and Screen Recording software for UCCX.

It supports the Dictaphone feature which answers the incoming calls, plays the pre-recorded message (like “Please leave your feedback”) and then records the voice of the client until he disconnects. In the next version it will also record DTMF tones sent by the client.

So it’s not a post call survey app, it is a call recording software which can ALSO be used to configure a SIMPLE “voice of the customer” feature. And it doesn’t cost anything – the free PhoneUP promo bundle contains a 3-seat call recording license.

If you need your survey to have multiple questions, organized in a tree then:

1. You may create a UCCX script for your survey. This will require special UCCX programming skills, though there are several examples available like this one.

2. If you use some contact center quality management bundle from major vendors you may have this feature on-board.

3. You may google for a special app from 3-rd party vendors.

2/4/2019