Imagine a world where helping customers feels effortless, where you can make changes on the fly, and keep your operations nimble. Imagine that you can respond in real time and deliver the kind of personal touch that customers remember.
With Webex Contact Center Flow Designer, that world is now within your reach.
Every day, you go above and beyond to make things easier for your customers. Now, Flow Designer goes above and beyond for you, giving you simple, powerful tools to create exceptional experiences, save time, and stay ahead of every challenge. It lets you bring your ideas to life with easy scripting and automation. You can personalize every workflow, automate the complex stuff, and focus on what matters: delivering exceptional customer service.
Empowering You with Control and Flexibility
With the new Override Flow Settings in Control Hub, admins and supervisors can instantly adjust critical flow elements, like business hours, queues, and announcements, right from a single interface. No more jumping through hoops for simple changes.
Need to close the contact center early or update a message in real time? It’s just a click away. You can even reuse the same flow structure across multiple entry points, ensuring consistency and saving time.
Unlock Customization and Automation
Take your workflows to the next level with Functions in Flow Designer. You can automate complex tasks, manipulate data, and extend capabilities using familiar scripting languages like Python and JSON. Whether you’re parsing variables, reusing custom logic, or automating advanced actions, Functions make it easier than ever to tailor flows to your exact needs; without more workarounds or limitations.
Secure, Seamless Integrations
Security and connectivity are crucial. Flow Designer now supports certificate-based OAuth2 authentication for HTTPS connectors, including a dedicated connector for Microsoft Dynamics 365. This means you can securely integrate third-party APIs and manage everything centrally in Control Hub, keeping your data protected and your systems connected.
Smarter, More Personalized Interactions
Flow Designer’s new SIP Header enhancements let you preserve and use rich call context throughout the customer journey—even when calls move between platforms or external IVRs. This ensures your agents always have the information they need to deliver a seamless, personalized experience, no matter how complex the call flow.
Faster Troubleshooting, Less Downtime
When issues arise, you need answers fast. Enhanced Flow Debugging makes it easy to decrypt and search logs, pinpoint problems, and resolve them quickly—all while keeping sensitive data secure. With granular controls and advanced filters, you can troubleshoot with precision and keep your operations running smoothly.
Instant Audio Preview
Fine-tuning customer prompts is now a breeze. Instantly preview audio files and Text-to-Speech messages in Flow Designer without publishing or making test calls. Confirm languages, voices, and SSML settings on the spot for flawless interactions every time.
Effortless IVR Integrations
Our latest Dual-Tone Multi-Frequency (DTMF) enhancements give you powerful new ways to integrate with external IVRs and automate call handling. Send DTMF tones, out pulse digits, and automate menu navigation—dynamically or statically—right within your flows. This means faster transfers, smoother integrations, and less manual intervention for your team.
Why Choose Flow Designer?
Everything about these enhancements is designed for you. Designed to make your workday smoother, your workflows smarter, and your customer experiences stand out. Take control, customize with confidence, and watch your service shine.
Ready to experience the difference? Dive into Flow Designer today and see how easy it is to create extraordinary customer journeys—one flow at a time.
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