CCS Feature Highlight - Multimedia Agent Licenses (Webchat and Text)
Contact Center Multimedia Agents (Webchat and Text)
Contact Center has expanded its multichannel offering by introducing Text (SMS/MMS) Queues to its existing portfolio of voice and webchat. As consumers look to be more efficient in engaging with businesses, they are looking to text messaging over voice or webchat. Now, with CCS Multimedia Agents, all chat and text conversations can be handled directly in the portal and all conversations are retained for reporting purposes. Multimedia Agent licenses are an available add-on for Contact Center Agents and will include both existing webchat as well as SMS/MMS chat. Each Multimedia Agent includes unlimited webchat and a pool of 100 SMS/MMS messages which are shared among all Multimedia Agents. Additional messages are billed at $0.02/message. The businesses’ DIDs can be enabled for text (SMS and MMS), and then can be pointed at existing chat queues or added to a new queue.
Tenant Admins will select DIDs under the Resources section to view all DIDs associated with their Tenant. Once a DID is edited and made available for being Text Enabled, the DID may take several minutes or hours to be fully enabled. When a DID is fully enabled for texting, the Admin can either create a new queue or edit an existing queue so that texts sent to that DID route to and are served by that queue. Queues may have a single text-enabled DID or may use multiple DIDs. Wait treatment messages, stall messages, preliminary questions, and wrap-up questions all work with these texting sessions just as they do with chat. Similarly, coaching, monitoring, and barge-in all work for text queuing as well.
Customers may purchase the Multimedia Licenses directly from the Customer Portal. To initiate and order in the portal, select CCS Services from the OfficeSuite flyout and Buy Licenses. The purchaser will see Multimedia from the dropdown and can select the number of licenses needed. *Multimedia Licenses may only be sold and provisioned to existing Contact Center Agents. This is not available with eQueues or as a standalone service.
The Windstream Enterprise Community is a community of real people who collaborate on answers, solutions, and ideas about the Windstream Enterprise products and services they use. We invite you to become a member, but we do have a few rules. For everyone's sake, we are committed to enforcing these guidelines, as well as our community vendor's Terms of Service.
People will respect you more, engage with you more often, and treat you like a real person if you use your actual identity here. While not mandatory, it does help us identify accounts when we try to provide answers to specific questions.
We are into transparency, honesty, and truth. Do not misrepresent yourself or lie about your identity, affiliations, or age. Our community is based on the contributions of real people who put their reputations on the line. Be one of them.
Have (Good, Clean) Fun
We encourage the spirit of fun, so long as it does not hurt other people. Please do not use jokes, words or images that come at the expense of others. Be sensitive to other users around you, and do not post profane, sexual, or violent material.
Be Constructive with Your Criticism
The idea here is to foster healthy conversation and debate without ever attacking anyone personally. We take all questions, suggestions, and feedback seriously and will respond accordingly and so should you.
Spread the Wealth
Make our community a richer place by sharing your experience and insight. You may have the perfect answer to someone else's burning question. This is the substance of the Windstream Enterprise Community.
It is okay to talk up the products or services you love (or sell), but only if it is relevant to the conversation. If you are here to plant a ton of links to your Web site without doing much else, your posts are likely to be removed by a moderator.
Do Not Wrongfully Post Content
Make sure you have the right to publish any content you post to the Windstream Enterprise Community, and do not violate the privacy of others.
Be Fruitful, but Do Not Multiply
Do not create multiple accounts to violate these guidelines, game the system, or harass and deceive other users.
Trolls are users whose primary goal is to disrupt the community, attack other users, antagonize community managers, and are never interested in a productive outcome. If you engage in troll behavior, we will ask you to leave the Windstream Enterprise Community.
We are Here to Help
If you have questions or issues, we are always available to help you. Please call us at 1-888-600-5050.