Live Chat for Cisco UCCE, UCCX and PCCE Contact Centers

Why Live Chat

Consumers prefer live chats for instant responses

Customer satisfaction rate, being the highest

Consumers return on websites with live chat

Customer Convenience

Agents will be available for customers whenever they need right from their Cisco finesse interface. Direct interaction with agents increases your business credibility.

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Proactive engagement

Chat pop-ups to engage visitors when they land on the website for proactive assistance. Enable Cisco agents to answer queries even before the customer asks for.

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Personalize Web Experience

Rule-based greetings for a page-specific chat to deliver a relevant customer experience with Live Chat functionality embedded within the Cisco Finesse interface.

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Seamless Cisco Integration

  • Agent sneak peek – Agents’ know customers’ intent while they are just typing it
  • Single interface – Handle all digital channel conversation and voice from one screen
  • Embedded within Cisco – No extra training required, interface blended with Finesse
  • Skill-based routing – Faster resolution with relevant skilled agent handling queries
  • Built-in tools – Increased productivity with built-in Knowledge Base and Case Management
  • Context consistency – No more screen switch to miss the conversation context with seamless 3rd party integration

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Features of CXI

Engage across channel

Customer details & interaction history

Dedicated Agent workspace*

Built-in Case Management

Website Knowledge Base

Right information at right time

Intelligent routing

Supervisor assist

Smart BOT*

Benefits

More leads

Engage customers instantly with best resolution

Personalized customer experience

specific conversation with file share support

Higher CSAT

High-quality and fast query resolution

Customer loyalty

Maintain security and privacy of data throughout the customer journey

Partner with CXInfinity to Deliver World-class Customer Experience