When was the last time you contacted a support department? Did you call, email, chat, or tweet? My personal preference is web chat. It is convenient, fast, and I can work on other tasks if I have to wait. Companies across all industries are offering more and more ways for their customers to communicate with them. The challenge with offering different ways to communicate with customers, comes when trying to link these interactions together. Nothing is worse than being asked to repeat the reason and details for making contact in the first place.
Cisco’s Context Service was created to solve this challenge. Cisco contact center customers are entitled to Context Service at no additional cost! Out of the box, Context Service can provide call, email, and chat history. It can be extended to include interactions from additional systems. This article is going to focus on how to get started with Context Service.
Even though Context Service is available to customers at no additional cost, it does need to be enabled by a Cisco partner. Context Service is managed through the Cisco Spark Control Hub administrative interface. Once your Cisco partner has enabled access to Control Hub, you can continue to step 2.
To enable Context Service, log into the Finesse Administration Page.
Click on Register. Full details of this process can be found here: https://help.webex.com/docs/DOC-4165
Enable your contact center scripts for Context Service. The 11.6 script editor comes with 3 sample scripts. I recommend starting with one of these scripts in order to get familiar with the scripting capabilities. Once you have verified everything is working, Context Service can be incorporated into your existing call flows.
ContextService_Steps_ICD.aef captures the caller's number and performs a lookup against Context Service. Customer data is stored in a Context Service POD. If a customer match is found, the appropriate information is passed to Finesse. If no information is found, the agent can create a new customer from the Finesse gadget.
If there is a customer match, the information will be displayed to the agent via the Context Service gadget. Below is a sample from my lab. You can see a handful of calls made with notes, queue, and agent info.
Even with this basic setup, Context Service will allow your organization to provide better customer service. It doesn't stop here. In a follow-up post we will take a deeper look into different use cases for Context Service.