Kai XuYour winning calling duo: Cisco and Imagicle.
Cisco and Imagicle have been partnering for decades to make common customers happier everyday. With the whole Imagicle UCX Cloud Suite listed on Cisco GPL S+, Imagicle offers market-exclusive integrations for all Cisco Calling platforms, with a particular focus on Webex Calling.
A key integration forming part of the Imagicle offer for Webex Calling is the Imagicle Attendant Console, the operator console solution that simplifies and improves the handling of incoming and outgoing calls for all operators, available for Webex Calling as of the end of 2021.
Comprehensive Attendant Console for Webex Calling.
Fully integrated with both Webex Calling multi-tenant and Dedicated Instance, even in hybrid environments, Imagicle Attendant Console is complete with Advanced Queueing and Auto Attendant services and is fully compatible with Webex Calling, able to provide a seamless and complete customer service solution working with the Webex App.
And it doesn’t stop there. Imagicle Attendant Console is also available for UCM, HCS, and Broadworks platforms. An exclusive advantage of the Imagicle solution, enabling mixed environments and easy Cloud migrations without changing the user experience you’re used to.
Why a Cloud Attendant Console? Moving UCs to the Cloud has never been easier.
With Cloud Calling at the forefront of the worldwide transition from traditional workspaces to modern, hybrid ones, the need for advanced, flexible, secure Cloud solutions is something Imagicle strives every day to satisfy. With PBX’s coming to the end of their life cycle, the need to reduce the time spent by IT staff for provisioning, break-fix, and maintenance, and the requirement to get more predictable costs, it was only natural for us to work towards providing full integration with Webex Calling, both multi-tenant and dedicated, with Cisco being a leader in these market transitions, constantly evolving its products and offers.
But what does this powerful integration allow you to do, exactly?
By integrating your Attendant Console, from your own Webex client you’ll be able to:
- Make, answer, hold, resume, park & retrieve, transfer (blindly or with consultation), distribute, and hang up calls.
- Start and control your recordings.
- Log in and out of queues.
- Always know who’s calling thanks to Caller ID and set Favorites.
- Integrate your operator console with your calendars.
- See the telephony presence and rich presence status from Webex, as well as Jabber and Microsoft Teams, to know your colleagues’ reachability at a glance.
- Consult the call registry and call back.
- Leverage the panic button for critical situations.
- See real-time statistics.
- Leverage keyboard hotkeys.
- And much, much more!
Do you want to demo it? Go to Demo Toolbox.
What’s better than a demo to really assess the power of such an integration?
Well, I’m pleased to tell you that you can automatically and easily demo the Imagicle Attendant Console for Webex Calling directly from Demo Toolbox, Cisco’s demo automation tool that saves everyone’s time by providing a ready-to-consume demo of this exciting integration.
But – of course – the Imagicle team will always be available to assist you. So, if you have any questions, please do contact us.
Dare to achieve more.
As we said, Attendant Console is one piece of a much larger offer that Imagicle brings to Webex Calling. We integrate natively with Webex Calling Multi-Tenant and Dedicated Instance, with a quick configuration in Control Hub, and surround the console with UC apps, AI automation and omnichannel tools.
Some highlights that add power to the Attendant Console:
- Advanced Queueing, Auto Attendant and Contact Manager. Queues, IVR menus and one directory for every company contact, with click to call and Caller ID, all integrated with the console.
- AI Receptionist. Answers calls 24/7 in 6 languages with natural-sounding AI voices. It routes calls, handles FAQs, books appointments and hands the caller over to a person when needed.
- Compliance & AI Quality Recording. Call Recording has grown into a complete compliance and quality management solution. Every call is recorded with encryption, role-based access, retention policies and PII redaction, to help you meet GDPR, MiFID II, PCI-DSS and HIPAA. Supervisors evaluate agents with customizable scorecards, access transcription and sentiment analysis, and see what agents do on screen during the call.
- Digital Fax. 100% software-based, and the only virtual fax server available in Control Hub. Send and receive faxes on Webex Calling MT and DI regardless of your PSTN, Cisco PSTN included, and open them right from the Webex App.
- Call Analytics. 50+ AI-powered reports on Webex Calling traffic and costs in real time, regardless of your PSTN, plus customizable reports to monitor your Hunt Groups. Ready for hybrid and mixed environments.
- Workspaces for agents. Agent Chat Console lets customers reach you from their favorite messaging app. Omnichannel Agent Console brings voice and digital channels into a single workspace.
- Automatic user sync. Your Imagicle soluton stays aligned with your Control Hub user list, with no manual updates.
- Webex single sign-on. One secure login with your Webex credentials for every Imagicle app, on every device.
- Available on Cisco GPL S+.
Conclusions.
Imagicle Attendant Console, fully Cloud and complete with Advanced Queueing and Auto Attendant, completely integrated with Webex Calling Dedicated Instance and multi-tenant, is the push your customer service needs to be taken to the next level.
Head over to the Cisco Demo Toolbox to see it first-hand, or contact the Imagicle Sales Team for a personalized 1:1 session!
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