WhatsApp Integration with Cisco Finesse Contact Centers

Why WhatsApp

users worldwide.

daily active users worldwide.

open rate for Watsapp messages.

Powering 2-way realtime conversations

Cisco WhatsApp integration empower agents to interact with customers in realtime. Proactively assist customers with updates and delivery tracking, flight schedule and more even before they ask you.

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Personalized engagement

Engage with customers with Finesse embedded interface for agents to deliver personalized experience instead of struggling over a new interface.

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Unleashing Conversational Commerce

Start leading conversation 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.

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Seamless Cisco Integration

  • 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

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Features of CXI

Omnichannel Engagement

360° interaction history

Unified Agent workspace

Built-in Case Management

Built-in Knowledge Base

Seamless 3rd party integration

Enterprise-class reporting

Supervisor assist

Smart BOT*


Grow leads

Proactively engage with your customers in realtime

Enhance customer experience

Personalized conversation and rich media message support

Improve satisfaction

Quick and improved query resolution

Increase loyalty

Maintain security and privacy of data throughout the customer journey